in this issue
Discover how agentic AI is transforming the contact center—reshaping frontline roles, driving operational efficiency, and redefining collaboration between humans and machines.
by Execs In The Know
Artificial intelligence (AI) is revolutionizing the design and delivery of customer experience (CX) while simultaneously redefining employee experience and workforce strategy. With this meteoric rise, a new type of employee known as “digital labor” is reshaping the workforce. AI agents are now capable of accomplishing tasks that were once only achievable through human skill, thereby broadening the scope of automation’s capabilities and contributions.
Recent research from the Harvard Business School examined how AI transforms the core pillars of collaboration, revealing that it significantly enhances performance. These results suggest that the adoption of AI at scale in knowledge work reshapes performance, as well as how expertise and social connectivity manifest within teams. The impact of these results is leading organizations to reconsider how collaborative work is structured and executed fundamentally.1
The contact center is a shining example of these insights in action. AI agents are rapidly evolving into more than just simple support for human agents; they are becoming “digital teammates” that can collaborate with, enhance and, in some cases, replace routine tasks traditionally performed by humans. The very name “agentic” describes AI systems that are designed to autonomously make decisions and act, with the ability to pursue complex goals with limited supervision.2 These AI agents have the agency to make decisions and take action.
To maximize the benefits of agentic AI, CX leaders must have a deep understanding of the opportunity and revamp their operational strategy accordingly. This requires a plan to integrate AI with the frontline workforce in an active manner. The best first step in this strategic transformation is to assess the potential, examining what’s required, the possible upside, associated risks, and how success will be measured.
Defining the vision for why and where agentic AI fits into the organization and assessing the current state are starting points in this first step. Key actions to get started include:
| 1. |
Articulating the strategic goals for the AI integration that include both business value and a positive impact on the workforce. |
| 2. |
Evaluating workforce readiness, including existing roles, skill levels, and openness to AI adoption. |
| 3. |
Taking an inventory of the contact landscape to identify and prioritize interactions that are promising use cases for agentic AI integration. |
| 4. |
Surveying organizational attitudes toward automation and change as part of the corporate culture. Although it is last on this list, it is arguably the most important preliminary step. Deploying agentic AI requires change leadership and a culture shift like no other technology implementation. More on that later in this article. |
Creating a human and AI operating model is essential to positioning agentic AI as a true contact center teammate that complements human agents, enhances performance, and enables seamless collaboration. This begins by defining clear interaction patterns that outline how humans and AI will collaborate across various scenarios. For example, consider these collaboration models:
- AI Assist: The AI supports the human agent by surfacing knowledge, suggesting responses, or guiding workflows in real-time.
- AI lead with human review: The AI handles the task end-to-end but pauses for human validation before finalizing the outcome (e.g., approving a refund or compliance-sensitive message).
- AI complete: The AI autonomously completes tasks without human intervention, typically in low-risk or highly repetitive workflows.
Mapping these patterns across key customer service processes helps build trust, clarify roles, and ensure the AI enhances (not replaces) human capabilities. Additionally, this model should outline how human agent responsibilities will be redefined to reflect the agentic agent’s new role. As AI takes on more routine and transactional tasks, human agents can shift their focus toward higher-value interactions, such as handling complex cases, showing empathy in emotionally charged situations, and engaging in consultative service.
The modeling exercise should also include the critical action of identifying how roles will change and what new functions will be created with agentic AI. Top-performing organizations will listen to the voice of the employee as these decisions are made; their unique perspective is priceless, and early inclusion will build trust and buy-in. This redefinition of roles should be designed to maximize the strengths of AI and humans, creating opportunities for upskilling and career growth.
Implementing agentic agents requires investment in both the employee base and their overall experience. Plans should be developed to address the upskilling and reskilling needs of both existing employees and new hires. Developing or strengthening training to build AI literacy, data fluency, and emotional intelligence is a significant investment. As new roles are identified (e.g., AI operations manager, AI trainer, conversation designer, governance, and ethics lead), training should be developed accordingly.
These roles represent a shift from managing tasks to managing outcomes, as humans increasingly focus on orchestration, oversight, and contacts that require empathy, while AI handles routine execution. Additionally, employees must have access to the necessary tools and authorization to interact with and influence the AI being used within the organization.
As mentioned above, change leadership is crucial to the success of the cultural shift necessary to integrate agentic AI effectively in the contact center. Agentic AI technology does not just automate tasks; it fundamentally reshapes how work gets done, how employees engage with systems, and how organizations deliver value. Without a structured approach to change, AI deployment can fail due to resistance, confusion, or misalignment.
Key elements of the change management plan should include transparent communication, early employee involvement, and support for adoption. A strong plan helps reduce fear, disengagement, and resistance in frontline teams that may be concerned about role changes and job security. It also ensures that stakeholders across the organization are aligned, as agentic AI affects operations, Customer Service, IT, Legal, and Human Resources. Change management helps keep all functions aligned, ensuring decisions, support, and expectations are coordinated. For agentic AI to succeed, the enterprise must go beyond implementation; it must internalize and embrace the change at every level, and change leadership is critical to this mission.
Responsible governance is a foundational principle in deploying agentic AI, ensuring that autonomy is exercised within clearly defined boundaries. To do this effectively, organizations must establish guardrails that outline ethical use standards, escalation protocols, and human-in-the-loop requirements to maintain accountability and trust. Ongoing monitoring of AI performance is essential — not just for measuring effectiveness but also for detecting potential bias, errors, or unintended consequences.
Additionally, responsible governance requires strict adherence to labor laws, data privacy regulations, and internal compliance policies to protect customers, employees, and the brand. Together, these practices create a framework for deploying agentic AI safely, transparently, and sustainably.
As work to clarify accountability and ensure roles and escalation paths are defined, resetting the scorecard to include metrics that measure AI performance and agent empowerment is key. Consider metrics that help leaders understand the effectiveness and efficiency of the agentic agent including, but not limited to, escalation rate, trust score, decision quality, and intervention success rate.
Finally, organizations must pilot, learn, and scale as part of successful agentic AI deployment. Begin by evaluating impact and feasibility, identifying and prioritizing test use cases based on potential return on investment, operational complexity, and workforce impact. Begin by launching pilot programs in controlled environments, where performance and outcomes can be closely monitored.
During the pilot, gather feedback from employees, managers, and customers to understand both the technical and human dimensions of AI integration. Use these insights to refine the approach, then expand the solution thoughtfully to additional teams, use cases, and/or customer segments, ensuring each step builds on real-world learning and measurable results. Gartner predicts that agentic AI will autonomously resolve 80 percent of common customer service issues without human intervention, leading to a 30 percent reduction in operational costs by 2029.3
Agentic AI is revolutionizing the way customer service interactions are conducted. Agentic shifts the AI paradigm with its capability to act autonomously, detecting needs and completing tasks, thereby reshaping the relationship between the customer and the employee. Human agent roles and responsibilities assume greater value within the organization, making essential contributions to strategy and operations.
CX is won or lost on the frontline, and agentic AI is a game-changer. It is paving the way for autonomous low-effort experiences and the advent of digital teammates in the contact center. Will your organization be ready to deploy this transformational technology that increases efficiency while protecting the humanity of CX?
Article Links
- https://hbr.org/2025/05/agentic-ai-is-already-changing-the-workforce
- https://www.ibm.com/think/topics/agentic-ai-vs-generative-ai
- https://www.gartner.com/en/newsroom/press-releases/2025-03-05-gartner-predicts-agentic-ai-will-autonomously-resolve-80-percent-of-common-customer-service-issues-without-human-intervention-by-20290
|
CX Livewire: Polling, Predictions, and Instant Feedback This fast-paced session brings together a panel of CX leaders who are deeply immersed in the challenges and opportunities facing the industry today. Drawing on their diverse backgrounds and day-to-day leadership, panelists will explore what’s driving progress, what’s standing in the way, and how leading organizations are turning insight into impact. Attendees will walk away with a clearer view of the CX landscape, real-time benchmarking from peer responses, and fresh strategies they can apply within their own teams. By pairing live polling with Execs In The Know’s latest research report’s core findings, we’ll use the session to test predictions, validate (or challenge) existing data points, and capture what’s changed in real-time. This approach gives attendees a rare opportunity to see how their organization stacks up, where their peers are headed, and what strategies are gaining traction across industries right now.
Thanks to Our Partner |
|
RingCentral, Inc. (NYSE: RNG) is a leading provider of AI-driven cloud business communications, contact center, video and hybrid event solutions. RingCentral empowers businesses with conversation intelligence, and unlocks rich customer and employee interactions to provide insights and improved business outcomes. For more information, visit: ringcentral.com . |
Sierra is the platform that helps businesses build better, more human customer experiences with AI. Founded by industry veterans Bret Taylor and Clay Bavor, Sierra enables companies to deploy autonomous AI agents that provide fast, personalized, always-on support across channels. Trusted by brands like SiriusXM, Sonos, and ADT, Sierra’s flexible model meets customers where they are—offering everything from enterprise-ready, fully supported deployments to build-your-own no-code journeys. Both CX and Engineering teams can move fast, choosing the right approach to fit their evolving needs. For more information, visit: sierra.ai |
 ibex delivers innovative BPO, smart digital marketing, online acquisition technology, and end-to-end customer engagement solutions to help companies acquire, engage and retain customers. ibex leverages its diverse global team and industry-leading technology, including its AI-powered ibex Wave iX solutions suite, to drive superior CX for top brands across retail, e-commerce, healthcare, fintech, utilities and logistics.For more information, visit: www.ibex.co |
|
Powered by purpose, TELUS Digital leverages technology, human ingenuity and compassion to fuel remarkable outcomes and create inclusive, thriving communities in the regions where we operate around the world. Guided by our Humanity-in-the-loop principles, we take a responsible approach to the transformational technologies we develop and deploy by proactively considering and addressing the broader impacts of our work. Learn more at: telusdigital.com |
TELUS Digital|
Flip It Live: Experience Launching Voice AI In Real-Time Why talk about launching AI when you can watch it be deployed in minutes? In this live, hands-on session, you’ll experience what most vendors would call “impossible”: setting up a real retailer on Flip’s Voice AI, from scratch to fully operational. Come see how its possible to fully launch a brand in minutes, delivering instant results for the phone channel in less time than it takes to get through a support queue.
Thanks to Our Partner
|
|
Unlocking Call Center Revenue: How Princess Cruises is Driving Growth Most call center agents spend more time figuring out who to call or what to say than actually talking to guests. Princess Cruises is flipping that model — using AI and real-time data to put the right leads, the right insights, and the right timing directly into agents’ hands, making their jobs easier and more rewarding. Join Alvin Stokes, VP of Global Reservation and Guest Services at Princess Cruises, and Scott Sahadi, CEO of harpin AI, as they reveal how new tools are helping agents close more bookings with less guesswork. You’ll learn how Princess Cruises is:
This isn’t about more calls. It’s about smarter calls that convert — faster. If you want to see what significant MoM revenue growth looks like in action, don’t miss this.
|
|
Designing the Modern Contact Center Experience: Human + AI Collaboration, Omnichannel Orchestration, and Voice Platform Transformation As customer expectations evolve and AI continues to reshape service delivery, contact centers must transform into agile, intelligent experience hubs. This forward-looking workshop explores how to design the modern contact center by integrating the best of human empathy, agentic AI, and omnichannel strategy. Participants will dive into how to orchestrate seamless journeys across voice, chat, email, and social, creating consistent experiences regardless of channel. We’ll explore how to modernize legacy systems and elevate voice platforms through next-generation IVR (NGIVR) and agentic AI that empowers agents and streamlines customer interactions. A key focus will be on Human + AI collaboration: learning how to optimize handoffs between bots and humans, design emotionally intelligent experiences, and deploy next-gen agent assist tools that elevate frontline performance. Through practical frameworks, real-world case studies, and collaborative exercises, attendees will leave with a better understanding of:
A must-attend session for contact center leaders focused on delivering measurable, strategic value through every customer interaction. Thanks to Our Partner
|
|
Transforming Your Contact Center into a Modern Resolution Engine For too long, themes in CX have been focused on deflection, asking, “How many customers can we avoid?” The more meaningful question is: “How can we resolve their issues?” Customers don’t care how many steps you eliminated in your workflow or how much faster your team completed their post-call dispositions. They care about one thing: Was my problem solved quickly and effectively? As CCaaS continues to evolve, contact-center leaders must meet ever-higher demands for efficiency, personalization, and seamless omnichannel service. Teams can no longer tolerate half-baked channels, siloed agents, or reporting nightmares. Today, they’re embracing AI-powered, unified workspaces that weave rich contextual data with intelligent, empathy-driven tools so every interaction becomes fast, personal, and on-brand at scale. In this session led by Zendesk, you’ll explore real-world examples of contact centers around the world that have:
You’ll walk away with actionable strategies to transform your contact center into a modern resolution engine by:
Thanks to Our Partner
|
|
More Than a Game: Creating Legendary CX One Fan at a Time Sports have a unique superpower: they unite generations through a shared passion for players, teams, and events. They break down barriers, find common ground, build connections, and create memories that last a lifetime. In today’s CX landscape, increasingly dominated by AI, automation, and efficiency, how can brands still harness those emotional connections to fuel the future of customer experience? Keynote Maureen Barnett, Vice President of Global Fan Experience at Fanatics, will discuss how leading brands can transform traditional service centers into vibrant experience hubs. She’ll also share how Fanatics redefined the role of customer service agents as true brand ambassadors, empowered to create delight through meaningful, personal connections. From designing a “full-circle” connection model that will boost performance to blending innovative technology with human warmth, Barnett offers practical strategies for delivering experiences far beyond the transaction. Attendees will walk away with a decisive shift in perspective that will challenge what’s possible and inspire them to reignite frontline engagement and delight customers. The real magic happens when your customers and employees don’t just engage with your brand but also believe in its experience.
|
|
Board Panel: The Signals We’re Missing In a world flooded with dashboards and metrics, the loudest signals often steal the spotlight—while the most powerful insights go unheard. This panel explores what it means to truly listen to the silent majority of customers: those whose feedback isn’t captured in traditional surveys, whose experiences are filtered through cultural bias, or whose voices are lost in outdated listening systems. Join the EITK Advisory Board as they challenge the current state of customer listening by asking hard questions:
We’ll also explore how AI-powered sentiment detection can help uncover unspoken truths and emerging emotions—if applied with intention and ethics. From tuning into passive signals to reshaping how and where we listen, this conversation will open new possibilities for creating a listening culture that is inclusive, intelligent, and alive. If we want to meet customers where they are, we must hear even what they don’t say. The future of customer experience depends not just on collecting more data—but on listening differently.
|
|
Elevating the Ride: The Journey to Best-in-Class Peloton Member Services Get ready for an exclusive look behind the scenes of Peloton’s journey. The highs, the pivots, and the powerhouse moves that keep Peloton’s Members cheering. Join keynote speaker Dawn Spring, Senior Vice President of Global Member Services at Peloton as she shares her journey over the last two years streamlining operations and elevating every touchpoint. Dawn has led with heart, hustle, and a relentless focus on connection. This session offers a candid look at Peloton’s transformation. You’ll hear how bold shifts have helped Peloton reimagine Member support. From connecting with game-changing partners, integrating new tech, and tapping into the power of AI, Dawn has helped catapult Member experiences to the next level. With a Member base as passionate as Peloton’s, it required leadership that could match their enthusiasm! Energetic and enthusiastic, Dawn brings a contagious passion for people to her role. It’s been a wild ride of transformation for Peloton’s Member Support Team — and they’ve emerged stronger than ever. It took some serious grit and a whole lot of heart, but they remain laser-focused on delivering an exceptional Member journey. This keynote promises to be an exciting deep dive into how Peloton has leveled up to deliver Member services that are just as legendary as its content and rockstar instructors, all for its incredible Peloton family.
|
|
The Power of Perspective: Leading with Clarity and Courage in a Distracted World We live in an age of constant noise, where information overload and endless distractions threaten our ability to focus. In times like these, effective leadership hinges on one critical skill: controlling perspective. This high-energy, insightful talk explores how leaders can rise above the chaos, define what matters, and guide their teams with clarity and courage. Drawing from personal stories of playing quarterback in the NFL and leading one of the largest churches in the country, Travis Brown unpacks practical strategies for filtering information, identifying wise voices, and adjusting leadership altitude to see the bigger picture. His message is a call to courageous leadership, where clarity isn’t just a skill, but a choice leaders must make in the face of complexity. Attendees will leave equipped to simplify the noise, stay grounded in purpose, and create environments where teams focus on what truly matters. Travis is a former NFL quarterback and a pastor at one of the largest churches in the country. He is also the founder of 180 Sports, a nonprofit committed to transforming the culture of sports through training, scholarships, and equipment. With a unique blend of high-performance leadership and grounded wisdom, Travis speaks to both teams and individuals seeking to lead with purpose. With years of experience leading both on and off the field, he now inspires, challenges, and equips leaders to navigate high-stakes environments with clarity, resilience, and intention.
|
|
A Masterclass in CX Technology Sourcing Choosing the right customer experience (CX) technology partners isn’t just a procurement decision—it’s a strategic one. From discovery to delivery, the way you source, evaluate, and manage technology solution providers can make or break your ability to deliver seamless, high-impact customer experiences. In this expert-led panel, seasoned CX leaders will guide you on techniques to find and evaluate the best providers to deliver on your business requirements. You’ll hear real-world examples and gain practical tools for maximizing value from your technology partnerships while staying agile in a fast-evolving digital landscape.
Whether you’re looking to optimize current vendors or source new technology, this panel will offer a blueprint for smarter, more strategic CX technology decisions.
|
Mark McKercher
|
The Talent Shift: Hiring, Training, and Compensation in an AI World Customer expectations aren’t the only thing evolving, so are the people behind every interaction. As AI and automation continue to reshape the contact center, they’re not just enhancing tools and workflows; they’re fundamentally transforming the agent role itself. In this new era, agents are expected to do more than follow a script. They’re problem solvers, brand ambassadors, and emotional first responders—navigating increasingly complex issues that require both high-tech fluency and high-EQ finesse. These changes are pushing organizations to rethink everything: how we recruit and train, how we compensate and support, and what skills matter most in the modern CX workforce. This panel brings together CX leaders to unpack how AI is reshaping the future of work: redefining the skills we hire for, influencing compensation models, and transforming how training is delivered and absorbed. As the role of the agent evolves, so must the strategies for building and supporting a workforce prepared to meet the demands of a more complex, tech-integrated customer experience. The future is faster, smarter, and more connected but success depends on leading with intention, investing in emotional intelligence, and designing roles that elevate both technology and humanity.
|
|
Reality Check: Are AI & Automation Living Up to Their Promise in CX? AI and automation are no longer emerging tools; they’re embedded in the DNA of today’s CX strategies. From transforming contact centers to driving operational efficiency and delivering more seamless customer interactions, they’ve promised smarter, more seamless customer experiences. But are they delivering? This panel takes a clear-eyed look at what’s really happening after implementation. What gains have proven sustainable? Where are expectations falling short? And how are CX leaders rethinking their approach as they face the hard truths of integration, training, measurement, and impact? You’ll hear from leading brands on navigating the evolving balance between humans and machines, including how they’re redefining agent roles, capturing the right metrics, and translating the voice of the customer into iterative, AI-fueled improvements. Whether you’re scaling automation or just beginning to integrate AI pilots, this session offers grounded insights, honest lessons, and forward-looking guidance for building the intelligent contact center of tomorrow.
|
|
The Human Advantage: Why People Still Power Great CX in the Age of AI In an era dominated by AI and automation, it’s easy to lose sight of what’s most critical in delivering standout customer experiences: the people making them happen. Amid the tech-driven transformation of CX, one truth remains—companies that thrive are those where agents, and the teams supporting them, are engaged, empowered, and equipped to deliver at a high level. In this dynamic session, Lisa Patterson of Stellantis—the global powerhouse behind Dodge, Ram, and Jeep—and Amy Bouthilet, VP of Global Talent at Alta Resources, a leading end-to-end CX BPO, discuss what it truly takes to build and sustain an employee-first culture. Drawing from real-world examples, they’ll share the challenges and breakthroughs of scaling engagement across complex enterprises, and how placing people at the core of CX operations leads to measurable impact—from improved customer satisfaction scores to stronger revenue performance. With a 9-year partnership with Gallup, Alta’s proven approach to employee engagement and leadership development has redefined how to embed culture into the everyday fabric of CX delivery. Attendees will gain actionable strategies to overcome barriers, develop engaged teams, and elevate both employee and customer outcomes in a world increasingly shaped by technology. Key Takeaways:
Join us to discover why, amid rapid technological change, people still drive CX success.
|
|
From Contact Center to Experience Center: The Truist Transformation What happens when a leading financial institution elevates care to the core of its service model? At Truist, that shift is redefining how the organization designs customer and employee experiences across its contact centers. Kimberly Dorsett, Executive Vice President and Head of Truist Care Centers, will share how the company is applying a care-first mindset, powered by AI and innovation, to reshape frontline engagement and reduce complexity for customers and employees. From a patented client summary tool that provides instant insight into the full customer journey, to intelligent channel optimization that removes friction, Truist is investing in solutions that fuel personalization and empathy. This keynote explores how the brand is designing operational frameworks around trust, connection, and purpose, and why that matters more than ever in a digital-first world. Attendees will walk away with inspiration to bring clarity, care, and human value into their own transformation efforts.
|
