Why Agentic and Conversational AI Products Are Not What CX Leaders Think - with Baker Johnson of UJET

The conversation explores why enterprises have not seen expected customer experience gains despite heavy investments in conversational and agentic AI. It argues that CX has been relegated to a cost center, leading to siloed processes and a focus on deflection rather than customer outcomes. Baker Johnson from UJET suggests that companies often automate broken legacy processes instead of redesigning them. The discussion emphasizes the importance of reconciling systems of record with real-time interaction data and finding a healthier balance between human and AI agents. Johnson advises leaders to start with a clean slate, focusing on human-centered design and embracing AI as a collaborator to enhance capabilities.