5 ways to get up to speed on agentic AI

Agentic AI is reshaping customer experience faster than any innovation before it. Unlike scripted bots or static automation, agentic AI understands context, makes decisions, and takes action — all in real time. It doesn’t just respond, it anticipates, orchestrates, and resolves issues.

Industry research supports its momentum. Gartner® predicts that by 2029, Agentic AI will autonomously resolve 80% of common customer service issues without human intervention, leading to a 30% reduction in operational costs. This future isn’t years away – it’s unfolding now. The question for CX leaders is simple: are you ready to lead your organization into the era of agentic AI?

Here are five ways to get up to speed, think strategically, and thrive in the AI era.

1. Learn from the world’s leading AI thinkers 

One of the fastest ways to understand agentic AI is to learn from the experts shaping its path. Cassie Kozyrkov , Google’s first Chief Decision Scientist, now CEO of Kozyr, helps leaders move beyond the hype to see AI as an amplifier of human decision-making and creativity.  

As Kozyrkov explains:

“[Agentic AI agents] aren’t waiting for your instructions each time there's a task to be done. They're set up to proactively figure out a plan and solution for the goal you give them. They’re optimizing marketing, reshaping operations, rewriting legal strategy, and coordinating across silos — all in real time, often without checking back in.”

Her research and talks encourage leaders to view AI not just as a technology, but as an avenue to make smarter, faster, and more confident decisions.

2. Align investments with market direction 

AI investment is accelerating. Forrester reports that 67% of enterprise decision-makers plan to increase AI spend this year, and agentic AI is at the center of those plans. Max Ball , a principal analyst, notes that the convergence of CCaaS and conversational AI is redefining the contact center, unlocking new ways to connect data, insights, and workflows. 

Knowing where the market is headed helps you make smarter decisions and prove ROI faster. Forrester’s Budget Planning Guide 2026: Customer Experience outlines where forward-thinking leaders are prioritizing budgets to maximize satisfaction, efficiency, and loyalty.

3. Build your blueprint for AI at scale 

The best way to understand agentic AI is to see it in action. Leading organizations design intelligent systems that deliver seamless, personalized experiences and driving enterprise-scale transformation.

As NiCE CEO Scott Russell puts it:

“Agentic AI is our superpower — embedded across everything we do to drive smarter innovation and measurable impact.”

And Philipp Heltewig , Chief AI Officer and GM of NiCE Cognigy, adds:

“Our platform lets systems think through problems, make decisions, and act across channels while keeping every conversation natural and human.”

Start by mapping where AI can remove friction. Use systems of engagement to understand customers from intent to resolution. Begin small, test often, and scale as your data and governance mature.

4. Learn from top brands already leading the way 

Iconic brands like adidas show what’s possible when agentic AI and conversational AI work in unison.   

By connecting data, insights, and workflows, adidas has turned efficiency and personalization into measurable growth. Their results prove that agentic AI isn’t a concept; it’s a competitive edge.

Their approach shows how technology and people thrive together to create service that’s fast, seamless, and personal – it’s a NiCE world in action.

5. Dive deeper into the power of agentic AI at one event

Ready to experience it yourself? 

Join NiCE + Cognigy for Unleash AI. Reimagine CX. - a one-hour premiere digital event on Nov. 12 bringing together the brightest minds in AI and CX: 

• Cassie Kozyrkov on leading with clarity in the AI era 

• Forrester’s Max Ball on aligning AI investment for maximum ROI 

• NiCE executives Scott Russell and Phil Heltewig on scaling AI for measurable impact 

• adidas leaders on using agentic AI to turn efficiency into loyalty and growth

You’ll see how agentic AI is transforming service today - and learn how to turn AI vision into enterprise-scale results for your organization.

The future of CX is smarter, faster, and more human. Register to see agentic AI in action and create your own NiCE world.