Table of Contents
AI in CX is moving fast. We went from AI-powered tools to AI agents that act in a matter of months, but the conversation hasn’t included what matters the most: the agentic enterprise.
Running AI agents isn’t just about point solution automation. It means connecting them across your existing technology and systems, because CX isn’t just another function; it’s where enterprise systems meet customers every day. It’s also how you finally get to truly personalized, proactive customer experiences.
Imagine deploying AI agents without being thoughtful about integration or the shift in the important role human agents play. Add to that not understanding AI’s key advantage for voice or how to maximize AI agents’ results. When AI remains a point solution, data stays isolated, and the same problems continue: customers navigate IVR trees and long waits, agents juggle multiple systems, and organizations lose context and value after every interaction. And none of this matters if you don’t deploy an AI agent that is trustworthy—not only secure, but much more than “just good enough.”
In this issue, we look at customer service AI from the agentic-enterprise point of view—from the foundational context and how it reshapes voice, to what it means for human agents in this shift. Plus, read Forrester’s latest report, The Conversational AI Platforms For Customer Service Landscape, Q4 2025.
Theresa Liao
Editor and Director of Content & Design, ASAPP
The agentic enterprise era
Enterprises have upgraded CRMs, CCaaS platforms, and automation tools for years, yet outcomes haven’t moved. The issue isn’t effort; it's architecture. CX needs a foundation designed to simplify, connect, and act. Read why the agentic enterprise is becoming the new model for customer experience.
CX agents' role in the agentic enterprise
As AI agents take on more frontline tasks, the traditional customer → agent → supervisor flow is giving way to a control center model. AI agents will handle a high volume of interactions, while humans guide, correct, and improve their performance. See how human roles evolve as AI takes on more frontline work.
Voice's new advantage in the agentic enterprise
Even after years of digital-first investment, 7 in 10 customers still reach for the phone. Generative AI is raising the bar for voice quality, speed, and naturalness because trust hinges on performance. Explore why voice becomes a key advantage in an agentic enterprise.
Building trustworthy AI agents for the agentic enterprise
Trust isn’t a feature. It’s the outcome of doing both security and performance right. Enterprises need AI agents that protect sensitive data and deliver consistently accurate results, especially in high-stakes CX interactions. See how we approach security across context, strategy, and execution, and drive accuracy with smart context engineering.
The Conversational AI Platforms for Customer Service Landscape, Q4 2025 by Forrester
Forrester’s latest landscape outlines how you can understand the crowded vendor landscape and assess capabilities and extended use cases. It also shows what outcomes to expect with conversational AI and how to avoid common pitfalls during evaluation. See what Forrester highlights in its 2025 landscape.
AI quote of the month
"It's not just about time to production and getting something live quickly. It's about whether it's proving value and dedicating time and space for that value evaluation."
VP of Contact Center Strategy, ASAPP from Safe enough to scale: De-risking generative AI for enterprise CX
What we are reading
- [MIT Sloan Management Review] The Emerging Agentic Enterprise: How Leaders Must Navigate a New Age of AI
- [Harvard Business Review] Stop Running So Many AI Pilots
- [Shep Hyken, CX Expert and NYT Bestselling Author] The State of Customer Service and CX - ACA Study
