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Welcome to the era of agentic AI. Executives are debating its potential. Vendors are racing to define it. And teams across industries are trying to figure out what it really means for their business today, not in the far-off future.

The momentum of agentic AI is building. While it’s still in its early days, the excitement is impossible to ignore. And the potential to redefine how work gets done is becoming clearer every day.

But with all the buzz, it’s fair to ask: What does “agentic” really mean — and why should customer experience (CX) leaders care?

Here’s the simple answer: Agentic AI doesn’t just respond; it acts. It understands intent, makes decisions and takes the next step toward a goal — without constant human input. As businesses explore this shift, strong guardrails are essential to ensure trust, reduce risk and maintain control.

This is a significant evolution from how most companies use artificial intelligence (AI) today, which follows static rules or rigid scripts. Agentic AI adapts in real time, choosing the best action based on context, goals and desired outcomes.

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