The CX Playbook for the Agentic Era

Orchestrating experiences for the modern customer




The CX mandate has changed.

Customer expectations are accelerating. AI has evolved from generative to agentic. And organizations are increasingly pressured to do more with less.

Doing CX right in today’s landscape demands a new operating model — one where people, AI, systems and data work together in real time to deliver better outcomes. Agentic orchestration is the answer.

In this playbook, you’ll learn how to deliver both experience and efficiency — and keep pace with leading organizations that have already made this shift.

Explore three key plays:

  • Orchestrate experiences with responsible AI
  • Coordinate work between human and AI agents
  • Unify systems across the enterprise

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