The AI in Business Podcast Stop Asking and Start Solving with AI for Proactive CX - with Vasili Triant of UJET
14 snips
Jan 19, 2026 Vasili Triant, CEO of UJET, shares insights on transforming customer service through AI. He discusses the shift from reactive to proactive engagement, emphasizing how this change enhances customer lifetime value. Triant highlights the challenges posed by fragmented data systems and stresses the importance of real-time information in providing seamless experiences. He also advocates for viewing contact centers as strategic hubs rather than mere cost centers, with AI serving as a co-pilot to enhance human empathy and streamline operations.
AI Snips
Chapters
Transcript
Episode notes
Reactive Contact Centers Lose Opportunities
- Most enterprise contact centers remain reactive, answering only after problems are reported.
- This reactive model wastes resources and misses chances to anticipate customer needs.
Prioritize Lifetime Value Over Cost
- Prioritize lifetime customer value over minimizing contact center costs.
- Treat proactive service as a retention and revenue strategy, not just an expense to cut.
Siloed Data Blocks Real-Time CX
- Fragmented vendor silos prevent real-time, unified customer views.
- Effective proactive CX needs broader, real-time data consolidation across systems.