Analysisagentic aiexperience memorycustomer experience
AI Shapes CX With Agentic Actions
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.
Key Points
- 1Reports show 68% prefer phone support, yet 47% still demand digital options and may switch
- 2Agentic AI and LAMs automate multi-step customer tasks, reducing manual workloads and improving efficiency
- 3Implement AI-first with quick live-agent handoff and experience memory to personalize and retain customers
Scoring Rationale
High practical relevance and actionable guidance, limited by single-source opinion and lack of empirical validation.
Sources
Public references used for this report.
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