Salesforce Agentforce Heats Up the Consolidation Fight, UJET Says It Could Backfire

 Salesforce’s launch of the Agentforce Contact Center has reignited a familiar debate in customer experience: should enterprises consolidate around one major platform, or keep the flexibility to pick best fit tools.In this CX Today interview, Rob Wilkinson sits down with Baker Johnson, Chief Business Officer at UJET, to unpack what he calls the integration trap. They explore why many organizations feel “stuck” in CRM ecosystems, how switching costs and interdependent integrations slow down change, and why agents often become the human integration layer across four to 10 disconnected systems.Baker also challenges common assumptions about “context” in AI driven customer service, arguing that real value comes from real time journey context, not just historical CRM records. The conversation closes with practical advice for CX leaders building AI strategies: focus on the customer experience first, and treat AI as a forcing function to simplify operational complexity, not a cure all.