In this CX Today interview, Rob Wilkinson speaks with Kristin King, Chief Customer Officer at UJET, and Tena Curic, Senior Customer Success Manager at UJET, about what they learned by spending time directly inside customer contact centers.
Rather than relying only on dashboards, reports, or quarterly business reviews, the UJET team sat with agents and supervisors to understand how AI is actually affecting day-to-day service. They discuss why agents want AI to remove repetitive work, how poor automation can create extra friction, and why the best customer experiences still depend on context, empathy, and human judgment.
The conversation also explores why CX leaders should avoid confusing speed with progress, how to build AI strategies around clear outcomes, and why true vendor partnerships require being present with customers on the contact center floor.
Watch the full interview to learn how CX teams can use AI to improve efficiency without weakening service quality, agent confidence, or customer trust.
