Agentic AI is reshaping customer experience faster than any innovation before. Unlike scripted bots or static automation, agentic AI understands context, makes decisions, and takes action, and does it all in real time.
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Transforming customer experiences
Picture a world where AI agents can send customers perfectly timed, personalized messages on their preferred channel, alerting them to possible fraud or notifying them of utility service outages. Yes, proactive engagement has entered a new era.
Fall retail season is in full force – in case you haven’t already noticed everything is infused with pumpkin spice these days.
Customer experience won’t be won in the contact center alone. Often, it will be won – or lost – in the back office.
In today’s world, rapid growth doesn’t just create opportunity – it creates complexity, and without workforce management, that complexity will crush even the fastest-growing companies.
As we celebrate Customer Service Appreciation Week, one thing is clear: technology can enhance the work, but it’s people who give it meaning.
Customer experience won’t be won in the contact center alone. Often, it will be won – or lost – in the back office.
