Tune in as we share real-talk conversations between women working in CX and those influencing the CX agenda from the periphery too.
WiCX Talks Trends: Agentic Experience Orchestration in CX: Fixing the Foundations — and Who Gets to Build Them with Sierra Modro
In this episode of WiCX Talk Trends, Clare Muscutt sits down with Sierra Modro, Sr. Director of Software Engineering at ujet.cx, to explore one of the biggest tensions in customer experience today: are we using AI to fix customer experience, or just speeding up what’s already broken?
They unpack why today’s CX challenges are deeply architectural, and what it takes to move beyond “shiny” AI solutions to a more holistic, human-centred approach that reduces friction for agents, improves customer outcomes, and delivers meaningful business value.