Table of Contents
What comes after conversational AI
Working in the world of AI in CX, there’s a certain level of excitement that coexists with an equal dose of frustration. The excitement comes from new technology that can fundamentally change how companies interact with customers. The frustration comes from the pace of change. Just a minute ago, we were chasing productivity gains and conversational AI. Now, we’re talking about the agentic enterprise.
But what hasn’t changed are the fundamentals—what extraordinary customer experiences should feel like. Truly personalized, even at scale, not just a swap of your first name in a newsletter (yes, I know we do it too). Easy and proactive, instead of being passed from agent to agent, answering the same question again and again. Consistent, so no matter the channel, the experience feels the same.
In this issue, we dig into what you need to equip your organization to deliver genuine personal service at scale—something that old tools and point solutions could never quite achieve. And where the industry is going from conversational AI to multi-agent collaboration. You’ll also find a roundup of how 10 CX leaders are thinking about customer experience in 2026 and beyond.
One more thing: we’ve updated our Essential Guide to AI Customer Service Agents and launched a new Agentic Minute video series, with short, snackable videos covering key ideas behind the agentic enterprise. Take a minute and learn the core concepts with us.
Theresa Liao Editor and Director of Content & DesignASAPP
Genuine personal service, at scale
Personal service has always broken down at scale. Agentic CX changes that by giving AI agents memory, context, and the ability to act across systems, so every interaction builds on the last. Learn how agentic CX makes truly personal service possible for every customer, not just a few.
The future of agentic CX
Agentic CX isn’t just a new capability. It is a new operating model for customer experience. As AI agents move from assisting to acting, CX leaders will need to rethink tools, workflows, and readiness across the organization. Explore what the future of agentic CX looks like and what it takes to prepare for it.
What CX and AI leaders see coming next
As customer experience enters its next phase, the questions are shifting from experimentation to execution. We asked 10 leaders what they see coming in 2026 and beyond—from trust and personalization to the role of humans in an increasingly agentic world. Read their takes on where CX is headed next.
Fundamentals of AI agents and the agentic enterprise
If you’re still forming a mental model of AI agents and the agentic enterprise, these resources are a great place to start. Recently updated with terms related to agentic enterprise, our Essential Guide to AI Customer Service Agents breaks down what AI agents are, how they work, and where they deliver real impact.
And in our new Agentic Minute video series, we explore key concepts in short, practical episodes—starting with a clear explanation of what an agentic enterprise is and how teams of AI agents operate across enterprise CX systems. Follow along on LinkedIn and YouTube as we release new episodes over the coming weeks.
AI quote of the month:
VP Contact Center Strategy at ASAPP
“Over the course of the next several years, generative AI applied to CX will rapidly shift from experiment to scaled outcomes that completely reshape how consumers interact with the companies in which they choose to do business.”
What we are reading
- [TechTarget] AI creating new contact center jobs for agents
- [Martech] Winning back customers requires fixing what drove them away
- [Accenture] Six key insights for C-suite executives to maximize the ROI of agentic AI
