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.