Matt Clare
Customer experience voice
9 stories · newest first · 6 in 2026 · 0 in the last 90 days
Inside UJET's CX AI Evolution: Spiral, BYO-AI, and the Dawn of Agentic Orchestration
Live from the floor of CCW Las Vegas, the mood has noticeably shifted. The industry is exhausted by the endless promises of AI replacing human agents and the...
Rob Scott · 3 min read · 1 Jul 2026
CCW Vegas 2026: 10 CX Trends That Prove the Industry's AI Honeymoon Is Well and Truly Over
CCW Vegas 2026: 10 CX trends covering the UJET zero-agents finding, Sinch's 74% AI deployment reversal stat, Salesforce Agentforce, the Verizon versus IKEA workforce debate, Amazon Rufus accuracy data, Forrester omnichannel maturity research, and the rise of GEO replacing SEO for CX brands and enterprise buyers
Rob Scott · 16 min read · 26 Jun 2026
Beyond Deflection: The New Operating Model For Enterprise CX
Discover why CX leaders are swapping AI hype for structural redesigns. Learn how to update metrics, governance, and human workflows for 2026.
Rob Wilkinson · 6 min read · 24 Jun 2026
The Deflection Trap: Why Routing Metrics Don’t Equal Resolution
On paper, the numbers look good. Call volumes are down. Self-service containment is up. Average handle time is improving. For many CX leaders, these signals ...
Rob Wilkinson · 3 min read · 5 May 2026
The Searchable Enterprise: Ctrl+F Your Customer Truth
Every enterprise claims to be customer-centric, yet most CX leaders still struggle to answer basic questions. Why are customers contacting us? What is actual...
Rob Wilkinson · 3 min read · 27 Apr 2026
From Cost Center to Value Creator: The CFO-Ready Playbook
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 conversat...
Rob Wilkinson · 1 min read · 20 Apr 2026
Deflection Is NOT a Contact Center AI Strategy. This Is
CX Today’s Charlie Mitchell hosts Matt Clare, VP of Product Marketing at UJET. The duo explores changing contact center metrics, AI, and orchestration, discu...
Charlie Mitchell · 1 min read · 24 Sept 2025
Evolving CX to Meet Customer Needs in the New Normal
Watch and subscribe on YouTube . UC Today guest host, Clare Muscutt hosts Matt Clare, Director of Contact Centre Solutions at Mitel . In this session we disc...
Guest Blogger · 1 min read · 9 Oct 2020
AI in the Contact Centre - Round Table Discussion
In the CC environment, AI can enhance customer support, drive better client experiences, and even open the door for more efficient self-service. We spoke to industry insiders to gather their insights on how AI is affecting the contact centre
Rob Scott · 16 min read · 13 Sept 2019