Agentic AI, which, unlike previous iterations of AI, can act autonomously, has well and truly arrived. CX leaders around the globe are asking the same question: what does this mean for me, my team and my customers? CX Network’s Global State of CX 2025 report found that ‘CX for backend operations’ was the number one trend shaping CX roles at present and AI agents are partly behind this. 

The opportunities presented by AI agents are vast, including 

1. Autonomous, proactive customer service 
2. Hyper-personalization at scale 
3. Enhanced employee support 
4. Improved cost efficiency  
5. Seamless integration with legacy systems  

A perceived loss of human oversight and, ultimately, explainability can be off-putting. A complex vendor market, with high set up and tuning costs can also be a major barrier to investment. These elements, coupled with the usual change management challenges associated with automation, can lead to reticence among leaders to take the leap into agentic AI. 

In this panel discussion, we are joined by cross-industry experts to explore the opportunities presented by AI agents, dissect the potential challenges involved and separate hype from reality.  

Attendees will learn: 

• Understanding the real-world applications of agentic AI, and where to start with implementation 
• Navigating change management and other potential implementation challenges  
• Securing leadership buy-in for investing in AI agents 

While traditional customer service is reactive, requiring customers to reach out for support, AI agents provide the opportunity for businesses to be proactive, initiating actions based on customer behavior and preferences. This prevents problems before they arise while showing customers you have their interests at heart.  

AI agents provide this capability with always-on monitoring of customer behaviors via digital channels, usage patterns, real-time sentiment, and purchase history. This journey tracking allows the technology to detect potential pain points and pre-emptively reach out to customers, offering timely support or even an upgrade. 

Join us to learn: 

• How proactive customer services can reduce the volume of inbound support and lower operational costs 
• Key learnings from implementation, best practices and pitfalls to avoid 
• Why you should tailor proactive outreach to individual customer needs to increase brand loyalty 

In the quickly-evolving AI landscape, there can be confusion about the differences in capabilities and applications between co-pilots, generative AI and AI agents. For CX leaders, understanding which tool can do what for your brand is imperative to staying ahead of the curve with your tech strategy. 

In this rapid, 10-minute demo, we will cut through the noise with clear definitions accompanied by practical examples and a side-by-side comparison of how each type of AI is transforming CX across industries. We will show real-world applications in action, from generative content to agent assist co-pilots to fully autonomous AI agents resolving customer issues end-to end.  

Attendees will learn: 

• The key differences between co-pilots, generative AI, and AI agents and why they matter for CX. 
• How each type of AI can be applied to boost efficiency, personalization, and proactive engagement. 
• What to consider when evaluating AI technologies and vendors to future-proof your CX strategy. 

AI agents are intelligent, goal-driven systems capable of autonomously handling complex tasks across customer journeys. One of the most promising locations for AI agents to have the biggest impact is in the contact center. Once trained on company policy and integrated with existing ecosystems, AI agents can support customers, end-to-end, efficiently and constantly – freeing up agents for more value added work. 

In this demo, we will showcase how AI agents can not only support but transform contact center operations, from fully resolving inbound queries to proactively reaching out before issues arise. CX leaders looking to reduce operations costs and improve agent productivity while improving customer experience. 

Attendees will learn: 

• What d AI agents apart from traditional bots and agent-assist tools in the contact center. 
• Real-world use cases where AI agents are reducing resolution time, deflecting tickets, and improving CSAT. 
• How to evaluate, implement, and scale AI agents while maintaining control, compliance, and brand voice. 

Forbes found that 81 percent of customers prefer companies that offer a personalized experience. Customers, however, expect more than personalization: they want relevance in real-time. For many brands, this has been out of reach – until now.  

Agentic AI is powering the evolution of customer engagement, able to tailor journeys and offers in real time at scale to drive loyalty and increased revenue. In this quickfire demo, we will share how this technology works and how to integrate it with existing systems to enable adaptive and continuous personalization that works with demand.  

Attendees will learn: 

• How agentic AI enables real-time personalization across the entire customer lifecycle. 
• Proven strategies for increasing conversion, upsell, and retention through autonomous engagement. 
• What it takes to deploy agentic AI safely and effectively without sacrificing customer trust or brand integrity. 

AI agents are no longer just a futuristic concept out of reach for most. They are already delivering measurable impact in CX operations across industries around the globe. Moving from buy-in to pilot to full roll-out, however, can be daunting, and leaders must balance innovation with risk. 

In this masterclass session, we will hear firsthand insights from CX leaders and executives at the forefront of agentic AI. We will find out what worked, what didn’t, and what they wish they had known sooner. Starting with gaining executive buy-in, we will explore the whole journey of implementation, moving through initial deployment strategies and change management to measuring outcomes and scaling projects. Practical, behind-the-scenes stories from leading brands will illuminate the path to full agentic AI rollout.  

Attendees will learn: 

• Key lessons from early AI agent deployments: what separates success from stalled pilots. 
• How leading organizations are measuring ROI and CX impact. 
• Common pitfalls in implementing AI agents and how to avoid them. 

By 2030, CX will look radically different and agentic AI is set to define the transition. As autonomous AI agents become more capable and proactive, organizations will rethink how they design and differentiate their CX strategies.  

In this interactive virtual roundtable, attendees are invited to join senior CX leaders and AI experts to reflect on the learnings of the day and explore predictions for the impact of agentic AI. Exploring topics such as the role of human agents in the world of agentic AI, hyperpersonalization and real-time journey orchestration, this will be a candid, closed-door discussion on how to future-proof CX. 

We will discuss: 

• How agentic AI will redefine roles, workflows, and customer expectations by 2030. 
• Strategic investments CX leaders should make today to stay ahead of the curve. 
• Key risks, opportunities, and ethical considerations shaping the future of AI-driven CX.