The Agentic Train Has Arrived! AI Agents and their Role in CX - Content Guru

The agentic AI era has arrived, and customer experience is leading the charge. But what does that actually mean for enterprises trying to plan, prioritise, and deploy responsibly?In this interview, CX Today's Nicole Willing speaks with Martin Taylor, Co-Founder and Deputy CEO of Content Guru, about the real shift happening right now in AI-powered CX, and what leaders need to do about it.The conversation covers: What the transition from GenAI to agentic AI actually looks like in practice, which CX tasks AI agents handle reliably today, and which ones still need human involvement, and how to build on existing automation investments rather than starting from scratch. You’ll also learn why the MIT finding that 95% of GenAI projects failed should inform your agentic strategy, a practical framework for scoping your first pilots, and why CX is the natural home for agentic AI adoption.Taylor also addresses a question many leaders are sitting with right now: is it better to wait and let others test the water first? His answer is clear, but nuanced, and worth hearing in full.