As brands compete for increasingly price conscious consumers, customer experience (CX) has turn out to be a decisive differentiator. Yet many struggle to deliver, constrained by outdated systems, fragmented data, and organizational silos that limit each agility and consistency.
The present wave of artificial intelligence, particularly agentic AI that may reason and act across workflows, offers a robust opportunity to reshape service delivery. Organizations can now provide fast, personalized support at scale while improving workforce productivity and satisfaction. But realizing that potential requires greater than isolated tools; it calls for a unified platform that connects people, data, and decisions across the service lifecycle. This report explores how leading organizations are navigating that shift, and what it takes to maneuver from AI potential to CX impact.
