How does Agentic AI impact CX?

CIO.com reported that “Generative and agentic AI have the potential to revolutionize not just digital strategies and outputs but your digital organization itself.” The May 6, 2025 article entitled “Rethinking digital transformation for the agentic AI era” (https://tinyurl.com/yck4jye7) included there comments about “Reimagining product design and CX processes”:

Every customer experience (CX) strategy will require overhauling as customers expect agentic AI to be at the forefront of their interactions. B2C industries such as retail, media, healthcare, and personal banking — where personalization is a service differentiator — will undergo this paradigm shift first.

But John Mazur, CEO of Chatmeter, points out a huge opportunity to use AI on customer interactions to realize deeper organizational benefits. For example, by analyzing customer feedback, including unstructured data such as reviews and social media comments, “AI helps organizations operationalize that feedback to improve training, policies, and hiring,” Mazur says.

Moreover, organizations can leverage generative AI to help evolve their design thinking, prototyping, piloting, and testing practices. AI agents can accelerate the design process, facilitate more testing scenarios, and integrate customer interactions to ensure the process is more agile and iterative. AI can also help with customer pilots by, for example in the pharmaceuticals industry, improving patient recruitment and communications during clinical trials.

“AI is uniquely positioned to help us reshape how we design products, streamline operations, and enhance experiences,” says Satyajith Mundakkal, CTO of Hexaware. “By rapidly generating multiple design prototypes and automating extensive testing processes, we drastically reduce time to market, fast-tracking the journey from concept to reality.”

CIOs should organize a cross-functional leadership team to revolutionize their organization’s approaches to R&D, market research, design thinking, and customer piloting. AI agents will have roles in improving productivity in each of these disciplines, but advantages will emerge for organizations that rethink the entire design process.  

Interesting, what do you think?