Baker Johnson — Transforming CX by Putting AI Behind People, Not Between Them

Baker Johnson is the Chief Business Officer at UJET, bringing nearly 20 years of experience in shaping customer experience (CX) through the smart use of AI, data, and technology. His background bridges sales, marketing, and CX, giving him a unique perspective on the challenges and opportunities in these fields. Over the years, he has helped fast-growing SaaS companies accelerate revenue by focusing on how technology can enhance, rather than replace, human interactions in customer service.

In this episode, Baker shares his belief that AI should sit behind people, supporting human connection instead of getting in the way. He talks about the need to rethink CX from the customer’s point of view, using data to simplify interactions and fix outdated processes. Rather than automating busywork, AI should help frontline agents understand emotions and context, making transitions smoother and more personal. Baker also highlights the importance of a culture that encourages experimentation and learning, and he explores how AI agents might soon act on behalf of humans in new ways. Throughout the conversation, he stresses the need for thoughtful human oversight and ethics as AI becomes more involved in shaping customer experiences.