Analysisagentic aiexperience memorycustomer experience
AI Shapes CX With Agentic Actions
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8.1
Shep Hyken and NiCE discussed top AI trends CX leaders must act on in 2026 during a recent virtual event, citing research that 68% of American consumers prefer phone support while 47% still expect digital options and might switch if those are absent. They emphasize AI-first but not AI-only engagement, agentic language-action models automating tasks, and experience memory as a loyalty multiplier.
Scoring Rationale
High practical relevance and actionable guidance, limited by single-source opinion and lack of empirical validation.
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