CX Today The Ops Perspective: How CX Observability Solves the Hidden Pains IT Leaders Face Daily - Operata
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Jan 14, 2026 Luke Jamieson, a CX evangelist at Operata, dives into the complex world of modern contact centers. He discusses how interconnected systems often lead to fragile customer experiences and emphasizes the crucial need for CX observability to eliminate blind spots. Jamieson highlights the pitfalls of traditional monitoring, which fail to answer executive concerns, and illustrates how observability cuts down resolution times. With the rise of Voice AI, he stresses that having a clear view of all processes is now vital for protecting customer satisfaction.
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Complex Stacks Create Dangerous Blind Spots
- Contact center tech stacks are highly interconnected yet fragile, creating blind spots when failures occur.
- Traditional dashboards don't reveal what customers actually experience in real time, raising unacceptable business risk.
Executives Want Impact, Not Just Metrics
- Leaders often learn of failures through agent or customer complaints only after impact is visible.
- Executives now demand answers like "how many customers were impacted?" which legacy tools can't provide quickly.
Ping-Pong Tickets Slow Resolution
- Service desk tickets create a ping-pong effect where teams ask for more info and blame ensues.
- CX observability supplies actionable information to the right people and reduces that back-and-forth.