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AI news lately reads like high school drama. You’ve got leaders who won’t shake hands, analysts forming cliques to take over the lunch table, an AI agent that “ate my inbox,” and employees of a top accounting firm caught using AI to cheat training.
But let’s take ourselves back to the serious reality of enterprise AI. I want to bring your attention to Deloitte’s latest State of AI in the Enterprise report, which surfaces a few frustrating yet unsurprising points:
- Companies claimed AI is transforming their business, but only 34% are truly reimagining their business with it.
- 84% of organizations haven’t redesigned roles or workflows around AI capabilities.
- Only 1 in 5 companies has a mature governance model for autonomous AI agents.
- More say they’re strategically prepared for AI this year (42%), yet feel less prepared when it comes to infrastructure, data, risk, and talent.
These gaps matter. Too many organizations are paying for AI as a point solution instead of investing in it as a long-term operating capability. It’s easy to launch an AI agent that sounds impressive. But when AI is bolted onto existing workflows and humans are treated only as an escalation path, the impact on revenue and real business outcomes becomes limited.
If you’re feeling the disconnect between the future of AI and the operational reality of “transformation,” you are not alone. In this issue, we are going to keep you grounded—from how a major U.S. airline used AI agents to power operations during a historic winter storm, to why trust is becoming the real growth lever in agentic CX, to a practical guide on identifying high-impact AI agent use cases. You’ll also find an analyst perspective on what a scalable agentic CX architecture requires, and why many enterprises are starting to rethink legacy CX stacks that no longer deliver.
Let’s dive in.
Theresa Liao
Editor and Director of Content & Design, ASAPP
AI agent under pressure: When a historic winter storm hits
What happens when an AI agent is tested amid a massive disruption? See how a major U.S. airline used GenerativeAgent to support customers during a historic winter storm—and how it delivered 40% issue containment, 90% customer satisfaction, and saved $69,000 in labor costs.
Trust as a growth strategy in agentic CX
As AI agents take on more responsibility, trust becomes the foundation for growth—not just a compliance checkbox. See how trust shapes adoption, customer outcomes, and long-term value in agentic CX, and why it’s quickly becoming a strategic differentiator.
Choosing the right AI agent use cases
Not every CX problem is the right place to start with AI agents. This guide breaks down how to identify high-impact use cases, prioritize where AI can deliver real value, and avoid costly pilots that stall. Find the use cases that are most likely to move the needle.
What “enterprise-ready” agentic CX looks like
Agentic CX requires more than new tools; it needs a reference architecture that can scale across data, systems, and teams. Get the Omdia Analyst Report on what a mature agentic CX foundation looks like and why architecture matters as AI agents move into production.
Breaking up with legacy CX that limits AI
This webinar looks at why legacy CX and bolt-on AI tools struggle to deliver outcomes, and what it takes to move from fragmented fixes to a platform approach. See why many teams are rethinking their CX foundation.
AI and data predictions 2026: Travel and hospitality
As customer expectations rise and disruptions become the norm, AI and data strategy are becoming core to resilience in travel and hospitality. Get the view on where AI is headed in 2026, and what leaders should prepare for now.
"The real gains come not from substituting new technology for old but from reimagining how work itself gets done. The advantage goes to those who redesign around it.”
(Johns Hopkins Carey Business School)
From Is Your Workplace Set Up for AI Agents?
From Is Your Workplace Set Up for AI Agents?
