Real-Time CX Moves Off Dashboards And Onto The Retail Front Line

Customer data is plentiful. Using it in the moment is the hard part. In this CX Today interview, Nicole Willing speaks with Michael Zagorsek, Chief Operating Officer at SoundHound AI, about what’s changing and why real-time decisioning is finally becoming practical across channels.Zagorsek explains how conversational AI can support both self-serve customers and human associates, especially in retail environments where staff need fast, accurate context. He also outlines the shift from channel-specific stacks to agentic AI systems that can be deployed anywhere, with orchestration and guardrails to keep experiences coherent, safe, and production-ready.The conversation closes with a pragmatic take for leaders: learn the technology, but prioritize robustness, privacy, and the right strategic partners before putting AI in front of customers.For more Customer Experience tech news visit https://www.cxtoday.com