Will Penn
Senior Sales Engineer at Puzzel with expertise in contact centre AI and co-pilot solutions, advising organisations on data foundations and practical AI deployments.
Best podcasts with Will Penn
Ranked by the Snipd community
6 snips
Dec 11, 2025 • 17min
Why 95% of AI Pilots Fail – and How to Be the 5% That Wins
In this insightful discussion, Will Penn, Senior Sales Engineer at Puzzel, tackles the complexities of AI co-pilots in customer experience. He reveals why 95% of AI deployments fail, pinpointing fragmented data and poor planning as key culprits. Will advocates for starting with small, tedious tasks to foster adoption while emphasizing the importance of blending empathy with efficiency in AI solutions. He shares a success story from Help Insurance, illustrating how effective tools can boost compliance and customer interaction. A must-listen for anyone diving into AI!
5 snips
Nov 4, 2025 • 17min
Why 95% of AI Pilots Fail – and How to Be the 5% That Wins
Will Penn, Senior Sales Engineer at Puzzel, brings a wealth of knowledge about AI co-pilots in customer experience. He reveals why 95% of AI pilots fail, highlighting issues like poor data foundations and fragmented systems. Will emphasizes the importance of starting with simple automations to build adoption. He advocates for a hybrid approach where machines enhance human empathy instead of replacing them. Real success stories, like Help Insurance using Puzzel’s Live Summary, showcase the potential of well-implemented AI strategies.
