AI agents are transforming customer experience by linking operational efficiency with personalized, seamless service. Companies like Amazon and Klarna showcase how GenAI boosts productivity and customer satisfaction. A shift from app-based journeys to AI-powered “missions” reduces friction and elevates convenience. The convergence of AI agents with multimodal hardware—like smart glasses—deepens integration into daily life. Executives are urged to start small with targeted GenAI initiatives, adopt new metrics like cost-to-serve, and rethink CX strategies to stay competitive.

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