Consumers measure every brand against the best experience they have ever had anywhere. Their expectations continue to rise, shaped by the AI they use in their daily lives: AI that remembers them, understands their history, and finishes the job in one pass. 

Organizations are adopting AI at a rapid pace, adding more automation, more copilots, more point solutions. Yet the gap between what customers expect and what systems actually deliver keeps widening. Most organizations are not short on data or tools. They are short on contextual intelligence, the ability to bring scattered context together in the moment and act on it.

The problem isn't that organizations aren't deploying AI. The main problem is the organization's operating model – how work actually gets done. While organizations have evolved to an AI-assisted model, with automation handling routine tasks, people remain central to every decision. The organization's real context, such as purchase history, open cases and prior interactions, stays scattered across disconnected systems, unable to be activated in the moment. 

The answer? An agentic operating model, one where AI, people, data and systems are coordinated in real time around outcomes rather than managed as isolated tools. Attendees will see how connecting and compounding context from every interaction changes what is possible, understand the technical and organizational steps to get there, and walk away confident about success in the agentic era.

Attendees will learn:

• Why the AI-assisted operating model, where automation and copilots make existing processes more efficient, hits a ceiling, and what distinguishes it from a true agentic operating model built around outcomes.
• How activating the context an organization already has, across systems, channels and customer history, turns every interaction into intelligence that improves the next one.
• How a unified CX platform that can access context across the entirety of the customer journey is key to successfully adopting the agentic operating model.