# The Experience Center Thesis

> A category argument from UJET: the contact center was built as a cost center, and every metric inside it — handle time, ticket volume, cost per interaction — is designed to measure less. That logic made sense when support was overhead. It breaks down once support becomes the last human moment before a customer decides whether to stay. The Experience Center is the same room, measured on loyalty, revenue and retention instead of deflection.

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Last updated: 2026-08-06