Luke, a globally recognized CX thought leader and Evangelist at Operata, brings energy, creativity, and deep industry expertise. Passionate about human experience, he champions contact centers in delivering top-tier CX and employee engagement.
Decagon's PACT and Sierra and Meta's Personal Agent Protocol both launched on 6 October 2026 to verify who a personal AI agent represents and what it may do. They settle identity. They leave contact centers to work out quality, abuse detection, troubleshooting and what happens to AHT, CSAT, FCR and workforce planning when the customer is software.
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Personal AI agents never get bored, never hang up and never fill in a survey. Here's what that does to your contact center, and why your dashboard won't see it.
"Is it us or them?" Is the most expensive question in your contact center, and how shared evidence ends it for good.
CCaaS platforms tell you what happened inside their walls. Nobody’s telling you what happened to your customer. That’s the CX Observability gap, and it’s growing.
A case for CX Observability as AI takes the wheel.
The lesson for CX and Ops leaders is closer to home than you think.
Rising fuel costs and potential work-from-home mandates are forcing contact center leaders to confront a critical question: are you ready if agents can't come in tomorrow?
A conversation with Brad Cleveland at Enterprise Connect
See how Operata helps IT and Ops teams keep the customer experience connected across every platform in your stack.
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Melbourne
3/162 Collins Street
Melbourne, Victoria 3000, Australia
Denver
1580 N. Logan St, Ste 660
Denver, CO 80203, USA
