ujet.cx

The only thing missing from this fireside chat is a fireside. #CX #CCaaS

AI or human intelligence? Which is best for CX?! 🥱 WRONG QUESTION, next! The answer isn’t either/or. (and after numerous thought pieces on LinkedIn, you're probably over the same ol' tired talking points!) So we brought in three people who don’t sugarcoat the future of CX: 1✎ Brooke Lynch (CCW Digital) – calls out the real trends, not the hype 2✎ Matthew Clare (UJET) – 15+ years building the tech behind modern CX 3✎ Dave Michels (TalkingPointz) – analyst, contrarian, professional BS-detector Together, they tackle the only question that matters: WHEN should AI lead the interaction... and when should a human take the controls? This is a fireside chat, friends! Not a keynote. NOT a pitch!! Just unfiltered intelligence from people who build the industry. So get cozy and press play to get some intel on: • 2025–2026 CX predictions • Clear use cases where AI actually helps • The human-led moments you can’t automate (yet!) • A practical AI ↔ human balance framework • How top brands are prepping for the 2026 innovation wave Watch On-Demand Today! 🔗 https://lnkd.in/gyj5efeh

Next week I'll be at the Contact Centre Expo working closely with the team from ujet.cx. Make sure you stop by their stand to see their platform in action or catch Gary Suchley on stage on Day 2!

Today, we pause to recognize the veterans who exemplify service, resilience, and integrity; values that inspire the way we build, lead, and support every day. From all of us at UJET, thank you for your courage and your commitment. 💙 #VeteransDay #ThankYouVeterans

AI isn’t just changing technology... It’s changing 𝒖𝒔. The way we think, create, connect... That’s the premise of The AI Universe: Thriving Within Civilization’s Next Big Disruption. A field guide written by 30+ innovators, engineers, and thinkers mapping how we adapt in the age of intelligent machines. Inside, we had the privilege of authoring a full chapter on how #AI and #CCaaS are transforming customer experience by turning contact centers from reactive support hubs into 💙intelligent, growth-driving experience engines💙 From empathetic virtual assistants to real-time agent copilots, this is what 𝘸𝘰𝘳𝘬𝘪𝘯𝘨 𝘈𝘐 looks like in action. Swipe through for a visual excerpt from our chapter, then meet us in the comments and tell us: 𝘞𝘩𝘦𝘳𝘦 𝘩𝘢𝘷𝘦 𝘺𝘰𝘶 𝘴𝘦𝘦𝘯 𝘈𝘐 𝘢𝘤𝘵𝘶𝘢𝘭𝘭𝘺 𝘮𝘢𝘬𝘦 𝘴𝘦𝘳𝘷𝘪𝘤𝘦 𝘣𝘦𝘵𝘵𝘦𝘳 (𝘯𝘰𝘵 𝘫𝘶𝘴𝘵 𝘧𝘢𝘴𝘵𝘦𝘳)? · · ─ ·✶· ─ · ·· · ─ ·✶· ─ · ·· · ─ ·✶· ─ · ·· · ─ ·✶· ─ · ·· · ─ ·✶· ─ · · 💙 Special Thanks to: Erik Seversen for including us in this amazing book, Daniel Jonathan Valik & Hardik Modi for co-authoring this chapter, & everyone internally that supported this project (too many to name!). THE AI UNIVERSE IS OUT NOW ON AMAZON · · ─ ·✶· ─ · ·LINK IN COMMENTS· · ─ ·✶· ─ · ·

MIT just reported that 95% of GenAI pilots are stalling out, and honestly, that tracks with what we’re seeing in the field. Too many teams are trying to bolt AI onto siloed, legacy infrastructure and expecting transformation. AI doesn’t magically create alignment, it amplifies what’s already there. On Nov 19, Matthew Clare and Geoff Works are hosting a session that gets to the root of this: ✅ Why 95% of pilots miss the mark ✅ What the successful 5% are doing differently ✅ How Partners can guide customers toward AI readiness, not just AI hype If you sell or support CX solutions, this conversation will give you the blueprint to change how those discussions start.   💥 Wednesday, Nov 19 | 11 AM ET Register for your spot today! Geoff Works Matthew Clare Katie Holyfield Victor Stueve Gary Suchley Holly Barker Vanya Hoffman Kristin King https://lnkd.in/gwwXscSS

Swing by the ujet.cx stand at CC Expo to see our Experience Center in action. Let's stop ticket-solving and start crafting experiences—together. Great CX isn't reactive; it's proactive, personalized, and powered by AI at its core.

The average enterprise spends $10M+ on digital transformation... then ruins it with a $99/month chat widget. The math isn't math-ing. Meanwhile, our customers are proving there's a better way: Take Wag! (their entire business lives in-app: dog walking, scheduling, payments, the works.)
Support used to feel like a totally different universe, different look, different feel. Now, they’ve embedded support directly into their own experience.
Same UI components. Same animations. Same flow.
 Result? 17% SLA improvement because customers found help intuitive. Or Zettle (payment processing = trust needed at every tap).
Their old widget looked like 2009.
 Now support mirrors their payment flow: clean, branded, seamless.
 10% CSAT increase. LISTEN UP: Your customers shouldn't know where your app ends and support begins. ‼️ Most brands leak trust through mismatched UI. Different fonts. Different animations. Different everything. Customers see it. Feel it. Judge it. We built Headless SDKs so your support can feel like your brand, not your vendor’s. You design it. We power it. Your consistency stays intact. I'll leave you with this: How much brand equity are you losing to generic support widgets?

I recently read a study by MIT that reported 95% of GenAI pilots are stalling out, and honestly, that tracks with what we’re all seeing in the field. Too many teams are trying to bolt AI onto siloed, legacy infrastructure and expecting transformation. AI doesn’t magically create alignment, it amplifies what’s already there. On Nov 19, Matthew Clare and I are hosting a Partner-only session that gets to the root of this: - Why 95% of pilots miss the mark - What the successful 5% are doing differently - And how Partners can guide customers toward AI readiness, not just AI hype If you sell or support CX solutions, this conversation will give you the blueprint to change how those discussions start. 📅 Wednesday, Nov 19 | 11 AM ET Register here: https://lnkd.in/g426Ch8X