Baker Johnson

Chief Marketing Officer

ujet.cx

Chief Business Officer

UJET is reimagining the contact center for modern consumers and brands.  Our one-of-a-kind architecture delivers an entirely new foundation for security, reliability, and scale across customer service operations.  A full voice and digital engagement suite is complemented by powerful AI and advanced analytics capabilities, and easy-to-use, intuitive design to make life easier for everyone involved - from customers and agents to supervisors and executives - all while driving meaningful operational efficiencies.  Smart device capabilities like channel blending, photo and video sharing, and biometric authentication are available to deploy for full CX transformation when you’re ready.  Innovative brands like Instacart, Turo, Wag!, and Atom Tickets trust UJET to deliver exceptional CX, no matter their size or location.  So can you.  

Learn more at www.ujet.cx.

Vice President Marketing

Talent Robot™

Advisor, Board of Directors

Cisco

Recruited by GM to consolidate and align all cross-matrix GTM activities for the $300M+ Cisco Contact Center BU and shift focus from on-prem to SaaS solutions.  Launched to market in under 30 days, driving significant internal/external traction, and rapidly captured Cisco ELT mindshare and investment, contributing to 14% YoY growth - the fastest in over a decade. Served as the strategic growth lead for the BU and proxy for the GM, with day-to-day management of mission-critical activities.

- Led the creation of an entirely new strategic message and value props to vet with enterprise buyers and analysts

- Built a Strategy & Planning team and function within 90 days, recruiting from Product, Sales, and 
  Marketing

- Architected a build/buy/partner model aligned to the new strategic narrative, re-establishing our core value drivers to reverse dilutive margin trends

Sr. Director of Strategy & Operations, Cisco Contact Center Solutions

CaféX Communications

Recruited to revamp sales and marketing operations and drive organizational alignment in support of corporate pivot from on-prem to SaaS offerings and Microsoft channel penetration.

- Restructured the marketing org and brought BDR function in-house, refined the annual operating model for statistical accuracy and reliability, and launched a release of the flagship SaaS offering 

- Pioneered campaigns and strategy yielding 3X growth in initial lead volume (to 2K+ responses) in Q118 over Q417

- Conducted a full organizational and competitive audit and recommended significant changes to executive structure, go-to-market messaging and strategy, portfolio alignment, and delivery model

Serenova

Drove the divestment and carve-out of the software business from parent company with new PE ownership, migrated HQ from California to Texas, and launched next-gen cloud platform to market, managing a complete corporate rebrand in the first year. Built the marketing team and function from scratch in three months and introduced data-driven segmentation and hyper targeting to drive 300%+ sales pipeline growth to a total of 10X bookings targets over the first 6 quarters.  

- Introduced sales-first marketing philosophy and rigorous, data-driven pipeline operations along with a martech infrastructure

- Developed and implemented a data-driven, hyper-targeted segmentation and propensity model 
  that increased marketing-sourced opportunity size by 671%, 

- Doubled web traffic YoY in FY17 by migrating, overhauling, and redesigning the website for better 
  SEO, UX, and Solution Marketing

Senior Vice President of Marketing

Zenoss, Inc.

Rebuilt the marketing infrastructure and data model to implement an Agile, data-driven methodology, driving a 42% increase in North American web-traffic mix, a 63% increase in inbound mix, and more than doubling sales-ready lead volume and weighted pipeline all in the first year.

- Built an ‘always-on’ marketing machine, rearchitecting the marketing systems infrastructure and data model to enable a more predictable, data-driven marketing approach 

- Reversed negative growth trend with a 50% annual increase in new bookings (from -32% the previous year

- Drove a 42% increase in North American web-traffic mix in first year and a 63% increase in Inbound mix YoY

Director of Demand Generation

Affiniscape (acquired by YourMembership)

Centralized marketing for all product lines and implemented marketing automation, nurture marketing, an online resource center for inbound demand gen, and process-driven improvements throughout the entire lead-to-revenue cycle that ultimately contributed to our successful acquisition by Yourmembership.com in 2012.

- Segmented and mapped 173 target industries, cultivating 30K+ contacts for sales/lead gen in just 7 months

- Established relationships with 20+ well known thought leaders in our space to secure content and launch a comprehensive, online Marketing Resource Center

- Grew industry event participation 25%+ YoY, securing speaking opportunities at 90%+ of all events attended

Vice President of Marketing

RTM Consulting, LLC, a Belcan Company

Revitalized the corporate website and marketing infrastructure, implementing and integrating both CRM and marketing automation to drive inbound and nurture marketing, including segmented, role-based campaigns, growing the contact database from 250 to 12K+ active contacts in the first 18 months. Introduced the BDR function, all resulting in a 328% YoY increase in sales qualified opportunities.

- Implemented salesforce.com CRM and ExactTarget marketing automation

- Revised the entire marketing roadmap for 2010 by reconciling historical revenue seasonality with known services business trends

QuickArrow (Acquired by NetSuite)

Reported directly to the CEO on all SaaS marketing, public relations, event, program activity, and communications, increasing annual lead generation by over 115% in first two years.  Key player and contributor in the successful acquisition of QuickArrow by NetSuite in July 2009.

Marketing Director

Noblestar

Drove marketing, public relations, and sales activity supporting a highly technical services portfolio, managing market research and analysis, marketing plan development, web content, media communications, partnering, prospecting and lead generation, and growth strategy.

Market Development

Strategic Growth Executive with nearly two decades of leadership success shaping the future of customer experience (CX) at the intersection of AI, data, and technology. Proven ability to architect and execute growth engines for high-growth SaaS businesses (VC & PE-backed), driving significant revenue acceleration and enterprise value in SaaS and CX markets.

Currently serving as Chief Business Officer (CBO) at UJET, focused on scaling the business and redefining Experience Centers through our AI-native platform. Instrumental in defining UJET’s strategic direction across four key pillars:

Strategic Planning & Initiatives: Setting corporate strategy, driving growth initiatives, managing planning cycles & OKR alignment, and leading Build/Buy/Partner framework decisions.
Business Development: Identifying and executing strategies for new market entry and revenue diversification.

Partnerships & Alliances: Building and scaling a powerful global partner ecosystem (Strategic, Channel, Technology, SI/BPO) to enhance value and drive indirect revenue.

Corporate Development: Developing and executing inorganic growth strategy, including M&A (target ID, assessment, execution, PMI) and strategic divestitures.

Deep expertise spans SaaS business models & economics, AI transformation in CX, strategic planning methodologies, market analysis, complex deal-making (alliances & corp dev), GTM strategy, revenue operations, cross-functional leadership, and post-merger integration. 

Passionate about building high-performing teams and fostering cultures of innovation and accountability.

Stop trying to "delight" customers. Just give them their time back.

For the last decade, the "CX" industry (don't get me started) has been obsessed with creating "delightful" support experiences.

It’s a lie. 

It's a marketing cover-up for shitty, bolted-together point solutions that fail to help agents empathetically and efficiently serve the customer.

None of us wakes up hoping to have a "delightful" 20-minute chat with a brand. We want Minimal Experiences. We want things to work, and if they don’t, we want them fixed instantly.  Or just take my money and give me what I want.

That is why I am incredibly proud to announce that ujet.cx has acquired Spiral.

This has been a personal passion project for me over the last 6 months,  because I believe we are continuing to challenge the status quo in CX - and especially the mass hysteria of misapplied AI.

Everyone is using AI to automate legacy process and thinking.  And to build walls between people. "Deflecting" customers who are trying to engage is literally the standard measure of success. 

That isn't innovation; it's gatekeeping.

We are taking a different path.

AI shouldn't be between people; it should be behind people. 

It should arm agents with surgically contextual information to solve problems instantly.

The goal is NOT deflection. The goal is to leverage AI to deliver the insights needed to proactively and predictively AVOID the need for people to engage in the first place.

Spiral gives us the "Perfect Information" to do just that. It eliminates the 95% blind spot that keeps businesses and their employees guessing, allowing them to fix the root cause of friction before a customer ever feels it.

Getting here took a village, and I am deeply grateful to the team that made this possible:

To Vasili Triant: Thank you for your bold vision, trust, and support throughout this process.

To Ian Peters-Campbell, Amy Devers, Leslie Blanke, and Kristin King: Thank you for your leadership and expertise in helping to rationalize the business case and for your rigorous work (and patience with me) during diligence.

To Kyoungjoo Kim and Patrick Diehl: Thank you for handling every last detail and all of the minutia that goes into structuring and closing a deal like this.

To Matthew Clare:  Thank you for the iterative, comprehensive, messaging and planning getting us all lined up for the big day and beyond (and for finally coming to work with us!!).

To Elena Zhizhimontova, Aaron Peddle, and Seth Johnson: Thank you for your open and collaborative work towards bringing our companies, technology, and visions together.

To Isaac Babbs: Thank you for you persistence, clarity, drive to the deal DONE.

And to Jordan Doak: Thank you for your tireless efforts, dedication, and positive spirit - organizing and aligning everyone and everything along the way - and turning my unstructured ramblings into practical execution.

Welcome to the family, Team Spiral. Let’s get to work.

Open article: UJET Acquires Spiral to Accelerate Its AI Roadmap and Help Customers Analyze Customer Data at Scale by ujet.cx

UJET Acquires Spiral to Accelerate Its AI Roadmap and Help Customers Analyze Customer Data at Scale

Thoroughly enjoyed this conversation on #AI across work, family life, and #CX with Flor Laorga and the AI Frontier Network.  Maybe I'll even gain some street cred with my kids for my Spotify debut!  

Would love to hear your comments on what resonates and what you'd challenge.

As a SaaS Marketing Executive, I’m focused on the intersection of data and technology with human and brand experiences. I have 15+ years of progressive executive and director-level success highlighted by branding and data-driven strategy transformations. Year after year, I’ve driven business growth and value for  VC, PE, and institutional investors in the SaaS, consulting, Cloud Contact Center (CCaaS) spaces.

My record reflects achievement in sales and marketing strategy transformation, marketing and revenue operations, branding, messaging, demand generation, pipeline creation, marketing automation, analyst relations, mergers and acquisitions, sales enablement, cultural transformation, staff and personal development, coaching and mentoring, and continuous learning.

Specialties: Inspiring, encouraging, and empowering individuals at all levels to seek and develop the very best in themselves and others to produce superior personal and professional outcomes.

📢 New Episode of Humans & AI Show — featuring Baker Johnson, Chief Business Officer at ujet.cx!

What happens when a CX leader with nearly 20 years in SaaS, data, and AI insists that technology should support human connection — not replace it?
In this episode, Baker shares:

🔹 Why AI should sit behind people, empowering agents rather than creating barriers between customers and humans

🔹 How rethinking CX from the customer’s point of view can eliminate outdated processes and friction

🔹 The role of AI in helping frontline teams understand emotions, context, and intent — not just automate responses

🔹 Why a culture of experimentation and learning is essential to unlocking AI’s real potential in service

🔹 A look ahead: AI agents acting on behalf of humans — with thoughtful oversight and strong ethical frameworks
💡 “AI shouldn't get between people — it should work behind them, to create space for real human connection.” — Baker Johnson
If you want to explore the future of customer experience — where AI enhances empathy rather than eroding it — this conversation is for you.

🎙️ Listen now: https://lnkd.in/eS_VJTHa

Host: Flor Laorga | Humans & AI Show powered by AI Frontier Network

#AI #CustomerExperience #CX #Leadership #HumansAndAI #ResponsibleAI #FutureOfWork #SaaS

Husband, Father, CBO

Even the most magical brands can’t run on legacy systems.

Love seeing how UJET helped Herschend Family Entertainment (the world’s largest family-owned theme park company!!) connect the dots between technology and heart, turning every interaction into an experience worth remembering. ★★★★★

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