Baker Johnson

Chief Business Officer at UJET, focused on modernizing cloud contact center platforms with AI and advising enterprises on CX transformation, workflow redesign, and data reconciliation.

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Jan 5, 2026 • 33min

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

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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