The Reality of Agentic CX

Agentic AI is reshaping customer experience, but not as a blind race to full automation.

This exclusive report reveals how leading enterprises are using AI to augment human agents, navigate fragmented build-vs-buy decisions, and demand outcome-based pricing that shares risk with vendors.

Discover where autonomy is truly happening today, and how connected data, integration strategy and vendor selection will define your CX advantage.

This report includes:

• Data on how organizations approach automatic AI action.
• Detailed analysis of build-vs-buy approaches agentic AI vendors.
• Insight into why agent augmentation is a top near-term AI priority.
• Evaluation of outcome-based pricing models.
• Clarity on the real level of AI autonomy in production.
• Sector and use-case benchmarks for agentic AI adoption across customer service, commerce and voice AI channels.