Matt Clare

In a lively discussion, Matt Clare, VP of Product Marketing at UJET and an expert in contact-center technology, dives into the future of customer experience. He challenges traditional metrics like deflection and containment, advocating for a focus on customer satisfaction and lifetime value. Clare emphasizes the critical role of human agents for empathetic and high-stakes interactions while exploring how AI is transforming agent tools from simple suggestions to robust coaching systems, ensuring agents are ready for future demands.