What Is Agentic Customer Experience?
Most organizations haven’t transformed customer experience. They’ve simply digitized it. Moving old processes into a new world. Over the last few years, I’ve spent a lot of time talking about CRM, customer service, Copilot, AI, and more recently, AI and agents. What’s interesting is that the conversation keeps changing. A few years ago, customers wanted better CRM systems.Then they wanted omnichannel experiences.Then they wanted automation. Today, almost every conversation eventually ends up at AI.But I think many organizations are focusing…