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When Personalization Isn’t Enough: Why CX Needs Agentic AI
When Personalization Isn’t Enough: Why CX Needs Agentic AI

August 26, 2025

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Authored by: Rahul Rozekar, Project Manager - Xoriant

In 2025, customer expectations are higher than ever—and Agentic AI is proving to be the differentiator. This isn’t yesterday’s AI that waits for instructions. Agentic AI observes, learns, and acts on its own. The result? Businesses are no longer just reacting to customers. They’re staying one step ahead.

With its ability to interpret context, learn from interactions, and make real-time decisions, Agentic AI is rewriting the rules of customer engagement. And this is more than hype. Cisco’s research shows that by 2028, 68% of customer experiences will be shaped by Agentic AI.

From preventing problems before they escalate to tailoring every touchpoint, this new chapter of AI combines autonomy, adaptability, and intelligence to elevate customer experience (CX) to new heights.

Understanding Agentic AI and Its Role in CX

Agentic AI refers to autonomous systems that don’t just process data but act on it. These systems learn continuously, make context-aware decisions, and take initiative—without waiting for human prompts.

Think of it as an intelligent co-pilot that spots patterns, anticipates needs, and responds before the customer even raises an issue.

Here’s the difference:

  • Traditional AI: Reactive, waits for a prompt, flags issues for humans to solve.

  • Agentic AI: Proactive, makes judgment calls in real time, and resolves issues independently.

For example, imagine a telecom provider. A traditional AI might notice a customer’s rising frustration and escalate the case to a support agent. An Agentic AI could go further—offering a better data plan, applying a goodwill credit, and notifying the customer instantly.

This shift is massive. Beyond automating tasks, Agentic AI orchestrates experiences, reduces churn, boosts satisfaction, and builds loyalty. Gartner predicts that by 2029, Agentic AI will autonomously resolve 80% of common customer service issues, reducing operational costs by 30%.

The Impact of Agentic AI on CX

Agentic AI is already shaping CX in powerful ways:

1. Personalization at Scale
Customers don’t just want recognition—they want relevance. Agentic AI delivers hyper-personalized experiences across apps, websites, chatbots, and emails. Instead of waiting for a query, it anticipates what customers might need next and proactively serves it.

2. Proactive Service
From spotting a failed recurring payment in banking to predicting delivery delays in e-commerce, Agentic AI helps businesses get ahead of issues. Customers don’t have to call in—solutions come to them first.

3. Smarter Interactions
Every customer interaction becomes a learning loop. By analyzing past conversations, behaviors, and feedback, Agentic AI continuously improves how future touchpoints are handled. The result? Smoother, more natural interactions that feel personalized and intentional.

Real-World Applications:

  • Retail: Hyper-personalized recommendations and proactive post-purchase care.

  • Financial Services: Real-time risk assessment and trend forecasting.

  • Healthcare: Predictive care journeys with reminders, check-up nudges, and lifestyle-based suggestions.

Challenges in Implementation

Of course, every transformation comes with hurdles. Businesses adopting Agentic AI face a few critical challenges:

  • Data Privacy & Security
    Autonomous systems analyze sensitive customer behavior. Without transparent data practices and compliance with laws like GDPR or CCPA, trust can erode quickly.

  • Bias & Ethics
    If left unchecked, AI models can amplify bias. This makes governance frameworks essential—covering diverse training data, fairness checks, and defining where human oversight is non-negotiable.

  • Integration with Legacy Systems
    Seamlessly embedding Agentic AI into existing infrastructure is tough. The smart path forward is to pilot AI in focused areas—like customer service—before scaling across the enterprise.

  • Customer Trust & Adoption
    Not everyone is ready to hand over decision-making to machines. Clear disclosures, transparent design, and human-AI collaboration models can ease customer concerns.

The Future of CX with Agentic AI

As we move deeper into 2025 and beyond, real-time personalization will become table stakes. Agentic AI will orchestrate multi-channel engagement seamlessly, ensuring experiences feel proactive rather than reactive.

It will go beyond solving problems—it will act as a strategic experience architect. From co-creating solutions with customers to dynamically adjusting loyalty programs based on emotional tone and behavior, Agentic AI will design interactions that feel curated and meaningful.

This is a shift from efficiency-driven automation to customer-centric intelligence. Every interaction will be an opportunity to add value, deepen trust, and strengthen loyalty.

Final Thoughts

Agentic AI isn’t just the next step in automation—it’s the new backbone of customer experience. By enabling personalization at scale, proactive service, and smarter interactions, it empowers businesses to build deeper, more resilient connections with their audiences.

The road ahead isn’t without challenges—privacy, bias, and integration hurdles must be addressed. But the payoff is undeniable: real-time agility, customer loyalty, and a significant competitive edge.

As 2025 unfolds, one thing is clear: static systems won’t keep up with dynamic expectations. The businesses that thrive will be the ones that let Agentic AI take the lead—not replacing human connection, but amplifying it at every step.

About Author:

Rahul Rozekar is a Project Manager at Xoriant, driving enterprise-grade AI and GenAI solutions from concept to deployment. With expertise in product strategy, machine learning, and Azure AI services, he leads cross-functional teams to deliver impactful, cloud-native innovations. Rahul is passionate about solving real-world problems through responsible AI. 


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Xoriant is a Silicon Valley-headquartered digital product engineering, software development, and technology services firm with offices in the USA,UK, Ireland, Mexico, Canada and Asia. From startups to the Fortune 100, we deliver innovative solutions, accelerating time to market and ensuring our clients' competitiveness in industries like BFSI, High Tech, Healthcare, Manufacturing and Retail. Across all our technology focus areas-digital product engineering, DevOps, cloud, infrastructure, and security, big data and analytics, data engineering, management and governance -every solution we develop benefits from our product engineering pedigree. It also includes successful methodologies, framework components, and accelerators for rapidly solving important client challenges. For 30 years and counting, we have taken great pride in our long-lasting, deep relationships with our clients.



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