AI Agents in Action: Driving CX Excellence

Watch Anubhav Das, Practice Director, and Sharang Sharma, Vice President at Everest Group, for an insightful webinar exploring practical steps to use AI agents to drive transformation in customer experience management (CXM). Backed by Everest Group’s cutting-edge research and expert insights, this session equipped decision-makers with actionable strategies to harness AI for superior customer experiences.

With enterprises facing rising customer expectations, cost pressures, and agent shortages, as well as the increasing demand for compliance-ready automation, leveraging AI-powered solutions has become a necessity, not a choice.

This session provided an action-led roadmap to integrating AI agents into customer support ecosystems, covering key topics such as the differences between AI agents and traditional automation, critical factors to evaluate before deploying AI agents, key use cases suitable for AI agents, and key steps enterprises should take to implement AI agents effectively.

What questions did the webinar answer for the participants?

• • What are the essential data, infrastructure, and governance requirements for scaling AI-driven CX operations?

• • How can enterprises align AI agents with existing customer service workflows while maintaining brand voice and compliance?

• • Which are the key customer support use cases/workflows that can be targeted with AI agents?

• • Which KPIs and success metrics should businesses track to measure the impact of AI agents on customer service?

• • How can organizations address concerns around AI bias, transparency, and compliance?

Who should attend?

• • CIOs

• • CTOs

• • IT/BPO strategy heads

• • Contact center heads

• • Heads of outsourcing

• • IT/BPO department heads

• • Global sourcing managers