The Next Leap for Customer Experience: From AI Agents to Agentic AI
Executive Summary Customer experience is entering its next evolution. Over the last decade, AI agents have automated support and accelerated response times, but they’ve mostly remained reactive—answering questions, rather than anticipating them. The real opportunity now is Agentic AI: intelligent, context-aware systems that can reason, plan, and act proactively. Instead of waiting for issues, they [...]