ujet.cx

Not going to lie... as a musician that's never been to #nashville, I'm EXTRA stoked to be headed to Customer Contact Week next week. Catch ujet.cx at Booth #112 to learn more about how we're helping organizations around the world move beyond just closing support tickets and to crafting brilliant, differentiated end-to-end customer experiences!

Heard in CX. IS BACK BABY. ☞(▀͡ ͜ʖ͡▀ )☞ real questions sourced from the CX Accelerator community real experts with REAL JOBS in CX answering... (𝙛𝙤𝙧 𝙧𝙚𝙖𝙡) not a podcast (don't worry, you've got enough of those!) not an ad for UJET (don't worry, we still DO want you to buy our CCaaS) just tiny conversations... you'll (𝘥𝘦𝘧𝘪𝘯𝘪𝘵𝘦𝘭𝘺) want to hear. Tune in for Episode 4, Part 1 & hear from the realest: Jeremy Hyde. 𝑃𝑎𝑟𝑡 2 𝑑𝑟𝑜𝑝𝑠 𝑛𝑒𝑥𝑡 𝑤𝑒𝑒𝑘. 📌[#CX #CustomerService #ContactCenter #tinycast]

We keep getting asked to comment on this... (ok no one asked but pretend you did 🫵🏼) MIT says 95% of GenAI pilots fail. (https://lnkd.in/eEiXCteC) G2 says 8 in 10 buyers are satisfied with their AI agents. (https://lnkd.in/gvzZDNQH) So… is AI a revolution or a really expensive group project that never gets finished? Both, technically. Just depends who you ask: the lab or the floor. First, let's clarify some things. What MIT ACTUALLY Found The failure isn't because pilots "live in PowerPoint." It's because most companies are making three classic mistakes: ☛ Build vs. Buy Everyone thinks they're OpenAI now. Turns out, enterprises building their own tools fail 67% of the time. Those partnering with specialized vendors? Also 67%, but the good kind ✶success✶. ☛ Wrong Use Cases Half of all GenAI budgets go to sales and marketing. The real ROI? Back-office automation --the unsexy stuff that quietly saves millions. ☛ Wrong Structure The companies winning aren't led by "AI Centers of Excellence." They're led by line managers who actually use the thing. What G2's Data REALLY Means The G2 report on AI agents shows buyers are generally pleased, but satisfaction ≠ success: ☛ 63% of agents need more human oversight than originally expected. ☛ 57% are in production, but many struggle with autonomy decisions. ☛ Nearly half of buyers (48%) don't fully trust vendor messaging about capabilities. So yeah, satisfaction doesn't equal flawless execution. The Integration Insight (and why it's only half the story!!) Sure, AI needs to connect to your CRM, routing logic, and service design. That's table stakes, not the differentiator. The real common thread across both reports: 🪡1 Specialized vendor solutions that actually adapt to workflows. 🪡2 Focus on back-office automation, not customer-facing magic tricks. 🪡3 Manager-led adoption, not executive vanity projects. 🪡4 Real problems, not "AI transformation" PowerPoints. GenAI doesn't just need a home. It needs the right home: purpose-built for real workflows, partnered instead of home-brewed, deployed where ROI actually lives (hint: operations), and owned by the teams who understand the work. The divide isn't necessarily pilot vs. production it's strategic deployment vs. scattered experimentation. ok, comment done. go about your day now or go off in the comments!

Omnichannel promised seamless CX. Instead, it delivered complexity. The problem? Adding more channels doesn’t equal better experiences — it often creates fragmented journeys and repeated frustration. 💡 Enter #CCaaS 3.0 — where agentic AI and unified context replace chaos with clarity. ✅ Real-time guidance ✅ Context-rich engagement ✅ Seamless resolution As Cobrowse.io's Zaccari Scalzi puts it: “CCaaS 3.0 closes the gap between digital complexity and customer clarity.” Discover how Google Cloud’s AI and native cobrowsing are redefining customer engagement: 👉 https://lnkd.in/eK3jmWTS #CustomerExperience #ContactCenter #AI

our company culture is unmatched & we hire the best and brightest 😤 also check out our new website → ujet.cx

The biggest day for tech in Porto wrapped this week and what a milestone it was! 10 years of the Porto Tech Hub Conference. 1,600+ attendees. Endless ideas about where technology is headed next. We were proud to be part of it representing UJET.cx and our mission to redefine what customer experience can be with AI-powered automation, intelligence, and orchestration. Huge shoutout to the community that makes Porto such a vibrant place for innovation and to everyone who stopped by to talk about engineering, product, and the future of CX with us! Porto, you’re something special. 💙 Nuno Sarabando Raul Costa