The AI in Business Podcast Why Agentic and Conversational AI Products Are Not What CX Leaders Think - with Baker Johnson of UJET
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Jan 5, 2026 In a captivating discussion, Baker Johnson, Chief Business Officer at UJET, shares insights on transforming customer experiences through AI. He emphasizes that many conversational AI solutions fail because they automate flawed processes. Baker argues for prioritizing seamless interactions over delight and highlights the crucial role of data management in effective CX. He advises leaders to redesign workflows from the ground up and view AI as a collaborative partner rather than just an automation tool.
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CX Treated As A Cost Center
- CX has been treated as a cost-center for decades, which drove siloed, efficiency-first thinking.
- That mindset caused organizations to automate legacy broken processes instead of redesigning them for outcomes.
Customers Want Outcomes Not Delight
- Customers don't seek delight from routine CX interactions; they want outcomes and to save time.
- The best interaction is often the one that never happens.
Acquisition Used To Analyze Conversations
- Baker described acquiring Spiral to analyze conversations at scale rather than just deflecting customers.
- The focus shifts to designing organization blueprints around customer concerns, not delight for its own sake.