AI has moved from novelty to accountability. In CX, the first wave of generative AI reset expectations for instant responses, personalized journeys, and seamless engagement. Now, developments in agentic AI are set to reset them again, with even more efficiency and speed. This session explores how CX leaders can move beyond pilots and incremental enhancements to operationalize AI across the enterprise.

Drawing on examples from Hyatt, The College of Healthcare Professionals (CHCP) and Lufthansa, Jennifer Wilson at NiCE will examine how AI is accelerating predictive engagement, autonomous resolution, and connected, intent-driven journeys. In this session, we will share how Hyatt, CHCP and Lufthansa moved beyond pilots to embed AI across their CX ecosystems, resulting in reduced workload and faster resolution times.

Expect to gain clarity on the difference between AI-augmented applications and agentic AI systems that act within defined goals and guardrails. Our discussion will focus on how to strategically embed AI into existing CX ecosystems and determine when autonomy creates greater value. We will also address the emerging hybrid workforce model, where AI agents and human teams operate together across the front and mid office. When designed effectively, this blended model reduces cost to serve and improves consistency ultimately strengthening customer outcomes.

Attendees will learn:

• How to establish AI initiatives that are directly tied to revenue, cost reduction, retention, and efficiency targets
• How to embed agentic capabilities into existing systems so AI can execute, not just assist
• How to manage AI agents and human teams together with clear governance, oversight, and performance control