Author: Franz Malten Buemann

Quality is defined as consistently meeting spec. A measurable promise made and kept.

Effort is what happens when we go beyond our normal speed. When we dig deep and exert physical or emotional labor and focus on something that is out of the ordinary. Effort is the opposite of coasting.

Often we’re taught that quality is the result of effort. That if you simply tried harder, you’d come closer to meeting spec.

And yet, when we look at organizations or brands or individuals with a reputation for quality, it’s not at all clear that they accomplish this with more effort. Because that’s simply not sustainable.

The people who work at a Lexus plant aren’t more tired at the end of the day than those that make the Cadillac Escalade. It’s not about effort. The same is true for the Dabbawalla who never misses a delivery. In fact, focusing on effort (and the effort of your team) is almost guaranteed to ensure that your quality problem will persist.

Persistent quality problems are a systemic issue, and if you’re not working on your system, you’re not going to improve it.

“How do we do this work?” is a much better question than, “who isn’t trying hard enough?”

As we head into the Christmas shopping season, brands and agencies are looking to create strategies to reach consumers, generate awareness, and beat out the competition. While this task may seem simple, the shopping ecosystem is complex and can be daunting to navigate.  Some brands may assume that buyers will return to in-person shopping at…
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Seasoned Poly and Cisco Executive Joins Rapidly Growing, Disruptive Contact Center Team to Accelerate and Strengthen Strategic Relationships
SAN FRANCISCO, CALIF (BUSINESS WIRE)- October 27, 2021  – UJET, Inc., the world’s first and only CCaaS 3.0 cloud contact center, today announced the continued expansion of its executive leadership team with the appointment of Tom Puorro as Chief Business Officer (CBO). In his role as CBO, Puorro will spearhead UJET’s global partnerships and alliances, helping to further UJET’s position as the world’s most disruptive, advanced and fastest-growing cloud contact center.
Puorro brings more than 25 years of experience in Telecoms, Unified Communications (UC), and Contact Center industries to UJET.  Prior to joining UJET, Puorro served as Executive Vice President and General Manager of Products at Poly, leading the global development of solutions for the modern workplace.  He also served previously as Vice President and General Manager of the Cisco Unified Communications Technology Group which included Cisco Contact Center.
“The combination of UJET’s next-generation technology and the team that they’ve built has made them both a valued partner and a formidable player in the contact center industry,” said Tom Goodmanson, President and CEO at Calabrio.  “Tom Puorro is extremely well-respected in our space, known especially for driving synergies and growth through mutually beneficial partnerships, so we’re excited to work with him to continue developing and expanding Calabrio’s partnership with UJET.”
Puorro joins the UJET leadership team as the company experiences explosive growth, significantly outpacing the market’s projected 20+% year over year growth through 2024 (based on number of seats), according to DMG Consulting LLC’s 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report.  
“UJET is one of just a handful of newer, more innovative companies that are really disrupting and modernizing CX in ways that the more established players haven’t been able to,” said Dave Michels, Principal Analyst and Founder of TalkingPointz. “Tom’s experience, visibility, and relationships in the market, along with a track record of successful, profitable technology partnerships will be an incredible asset to UJET, as it continues to grow awareness and consideration for its solutions.”
“The cloud contact center space is experiencing a level of demand and growth that we haven’t seen since IP Telephony was introduced more than two decades ago,” said Puorro. He continued, “UJET is uniquely positioned to capitalize on that growth both because of the innovation that they’re bringing to CX, and the unprecedented security, scalability, and reliability they’ve achieved – all core requirements for Enterprise cloud adoption that have remained unmet until now.  I couldn’t be more excited to work with this team and our partners to bring these capabilities to market.”
Along with the addition of Puorro, earlier this year, UJET added Kristin King to its leadership team as Vice President of Customer Success. King joined UJET after a 21 year tenure at Windstream Communications where she served in key leadership roles in both Sales and Customer Success.
About UJET
UJET is the world’s first and only cloud contact center platform for smartphone era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers. Offering unsurpassed resiliency and the flexibility to deploy across leading public cloud infrastructures, UJET powers the world’s largest elastic CCaaS tenant at up to 22,000 agents globally, and is trusted by innovative, customer-centric enterprises like Instacart, Turo, Wag!, and Atom Tickets to intelligently orchestrate predictive, contextual, conversational customer experiences.
Learn more at www.ujet.cx and follow us on LinkedIn and Twitter.

Media Contacts
Holly Barker
UJETpr@ujet.cx
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