Agentic Experience Orchestration in CX: Fixing the Foundations — and Who Gets to Build Them

In this episode of WiCX Talk Trends, Clare Muscutt is joined by Sierra Modro, Sr. Director of Software Engineering at ujet.cx.  As one of the few women building the technology that so many CX teams rely on every day, Sierra offers a unique lens on 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? And why who builds the technology matters just as much as the technology itself. Many organisations are racing to implement AI, but few are addressing the fragmented systems, siloed data and agent-experience challenges that limit its potential impact.  With extensive experience across Intel, AWS, Wacom and several EdTech companies, Sierra shares how her career has been shaped by one core question: what happens at the moment a human touches technology – and what does it cost when that experience breaks? Clare and Sierra 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.  A must-listen for CX and technology leaders navigating AI transformation and looking to build smarter, more effective customer experiences.