John Mitchem

Co-founder and CTO of Operata, an expert in voice and contact-centre observability who leads development of Operata's CX observability products such as Maestro.

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Nov 26, 2025 • 18min

Inside Operata: The Rise of CX Observability for AI-Powered Contact Centers

John Mitchem, Co-founder and CTO of Operata, dives into the evolution of customer experience observability from his Melbourne roots. He discusses how Operata's Maestro tool now traces customer journeys across over 50 platforms, highlighting the need for visibility in AI and human interactions. With the CX Copilot leveraging AWS Bedrock and OpenAI, John emphasizes natural language queries for actionable insights. Tune in to hear why he believes observability is crucial for successful AI integration in contact centers.

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