In this CX Today interview, Rob Wilkinson sits down with Matt Clare, VP Product Marketing at UJET, to unpack how CX leaders can translate customer conversations into outcomes finance teams actually care about: lower churn, fewer interactions, reduced cost per contact, and higher customer lifetime value.
Matt explains why traditional VoC programmes often stay trapped in silos, how conversational analytics can consolidate signals from calls, tickets, CRM, and social into a usable root cause view, and why the best CX is often the interaction that never happens. They also explore what “agentic AI” changes in practice, including AI-generated taxonomies, natural-language querying for non-technical teams, and closed-loop automation that reduces swivel-chair work while keeping humans in control when risk is high.