CX Today · 2026-07-01 · 9 min
Live from the floor of CCW Las Vegas, the mood has noticeably shifted. The industry is exhausted by the endless promises of AI replacing human agents and the daunting prospect of ripping out legacy systems. Leaders are facing severe system fatigue, and the mandate from the boardroom is clear: show me the ROI, and show it to me now. To make sense of this tension, I sat down with Matt Clare, VP of Product Marketing at UJET , for a candid conversation about where contact center technology is actually heading. In this exclusive interview, Matt reveals UJET's strategic pivot from a traditional CCaaS provider to a CX AI company. We explore the myth that AI is here to replace human connection - because at the end of the day, people still buy from people. Instead, the real opportunity lies in eliminating unnecessary, frustrating interactions and using AI to augment the high-value conversations that drive revenue and loyalty. To help leaders navigate this shift, Matt and I unpacked the specific technologies UJET is deploying to accelerate CX transformation without the traditional operational chaos.
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