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October 13, 2025

Viewpoints

How Not to Lose Track of Agentic AI’s Primary Purpose: Providing World-Class CX

Agentic AI is enabling autonomous support, help for human agents with complex queries, and real-time insights into customer behavior, which all adds up to a great CX.

The Bright Spot for AI ROI in 2025 Is Customer Service

While executives across industries struggle to show meaningful returns from their generative AI investments, customer service is quietly delivering the ROI they've been desperately seeking. (Featured on SmartCustomerService.com.)