CX Today: Why Enterprise AI Video Has a Relevance Problem

CX Today sat down with SundaySky VP of Marketing Brendan Cournoyer to explore why so many enterprise AI video initiatives fail to move the needle, and what customer experience (CX) organizations need to do differently.

In the interview, Cournoyer makes the case that while AI video capabilities have dramatically lowered the barrier to video production, that alone don’t guarantee customer engagement. Generic messaging, however polished, rarely reflects where a customer is in their journey – and without that context, AI video risks becoming just another piece of ignored content.

That’s when combining AI video with personalization at scale becomes the true difference maker for enterprise companies.

“When CX teams can use AI video technology to create one great video, and then personalize it for 1,000, or 10,000, or 1 million people, and every customer gets a unique experience – that unlocks power. That unlocks scale.”

Brendan Cournoyer, VP, Marketing, SundaySky

The interview covers a range of topics, including:

• Why relevance (not volume) is the competitive differentiator for enterprise video strategies
• How dynamic video personalization works in practice, allowing a single high-quality video to be tailored for each viewer using real customer data
• The most compelling use cases across the customer lifecycle, from onboarding in complex, regulated industries (financial services, insurance) to product education, feature adoption, renewals, and milestone moments
• What’s coming next: as AI video creation becomes table stakes, the organizations that win will be those that embed personalized video into the customer journey with purpose, measurement, and relevance at the core

Watch the full interview below or on CX Today here: Enterprise AI Video Has a Relevance Problem