Enterprises have invested heavily in omnichannel platforms, conversational AI, and agent assist technologies. Yet despite this progress, most CX conversations still fail to deliver the outcome customers actually seek.

Today’s CX environments are optimized to handle conversations, not to own and complete outcomes. Conversations are resolved, tickets are closed, and SLAs are met, while customer objectives remain fragmented across systems, teams, and follow-up interactions. This session examines why CX conversations still break down at the point of outcome, and how AI agents introduce a fundamentally different execution model, one where conversations become control points for coordinated action, not endpoints.

From real world use cases and from emerging newly enterprise CX operating models, this webinar will help CX leaders understand what must change in 2026 as AI moves from assistance to accountability.

• Why conversations fail even in modern CX environments
• Where current CX architectures break at the point of execution
• How AI and agents together close the outcome gap
• What CX leaders must redesign in 2026 to make outcomes repeatable

This is not a product discussion.

It is a CX execution discussion.

• Conversations optimized for resolution, not outcome completion
• Interactions treated as endpoints rather than execution triggers
• Fragmented execution across CRM, billing, fulfillment, policy, and operations
• Brittle, rule-based orchestration dependent on manual follow-up
• CX success metrics focused on containment (AHT, FCR, SLA) instead of completion

• AI-driven intent and context understanding across the full interaction lifecycle
• Agents progressing work across steps, systems, and time, not just responding
• System-led execution replacing human-dependent follow-ups and escalations
• Coordinated action, validation, retries, and exception handling within the CX layer
• Shift from fragmented ownership to CX-led accountability for outcomes