Stop Reacting. Start Anticipating.
Your customers don’t wait—and neither should your CX. Discover how agentic AI helps teams predict, act, and build loyalty before the first complaint arrives.
CX isn’t just about responding faster. It’s about seeing what’s coming and acting before it hits. Agentic AI is giving CX leaders that edge, turning anticipation into the new measure of excellence.
When CX Stops Waiting and Starts Moving
We’ve heard for years that AI would change everything.
In many ways, it already has.
It sorts customer feedback, drafts responses, and spots patterns no analyst could catch at scale.
But most AI still just waits, quiet until someone tells it what to do.
That might be enough for now.
Your customers, though, have moved on.
They expect you to see trouble coming, not explain it afterward.
They expect smooth service. And if something breaks, they want it fixed before they even ask.
That’s where agentic AI steps in.
Where CX Still Gets Stuck
Today’s “AI-driven” CX still depends on human cleanup.
A system predicts churn or flags an outage, then stops short.
Someone still has to interpret the alert, open a ticket, update the CRM, and call the customer.
That pause between knowing and acting is where trust begins to fade.
From the customer’s view, nothing happened.
They left feedback. You stayed silent.
And over time, silence becomes your reputation.
When AI Stops Waiting, Too
Agentic AI closes that gap.
It does not just react. It decides, executes, and learns from outcomes.
Picture this:
A customer’s router begins to fail.
The system diagnoses the issue, schedules a technician, confirms the appointment by text, and logs everything in Salesforce automatically.
That is not a future pitch.
It is already in pilot programs at companies like Cisco, which predicts that 68% of customer service and support interactions will be handled by agentic AI by 2028.
And according to Gartner via CX Today, by 2029, four out of five customer issues will resolve without human intervention.
This is not a smarter chatbot.
It is CX that runs while you sleep.
Turning Autonomy Into Advantage
Here is how leading CX teams are turning agentic AI into an advantage, not a threat.
1. Start where it hurts.
Do not automate just to go faster.
Automate the moments that waste time, confuse customers, or erode trust.
That is where invisible fixes make the biggest impact.
2. Keep humans in command.
Autonomy is not the same as freedom.
Set clear boundaries: what the AI can do, when it pauses, and how it escalates.
Think of it like onboarding a new teammate, a fast learner who still needs guidance.
3. Make empathy programmable.
Every AI action reflects your brand.
A flat tone or unfair decision kills trust instantly.
Embed values and empathy into the system’s behavior, not just its scripts.
4. Track what did not happen.
Do not stop at resolution time.
Measure avoided problems: tickets never opened, effort never spent.
That is where real ROI hides.
5. Build the loop.
Agentic AI improves only if you teach it.
Review results. Adjust logic. Celebrate when it gets things right.
That is how automation turns into continuous improvement.
The Real Goal: Replacing the Wait
Agentic AI is not here to replace people.
It is here to replace waiting.It shifts CX from “How fast did we respond?” to “How rarely did customers need to ask?”
That is the new competitive edge: seamless experiences that anticipate needs and quietly build loyalty.The question is not whether you will use agentic AI.
It is how soon you will stop waiting.
Start with one customer pain point. Automate it end-to-end.
Then study what changes: what improved, what broke, what surprised you.
Because the future of CX will not be built by teams who react faster.
It will be built by teams who already moved.
💬 Question for You
Where is your CX still waiting?
Hit reply or leave a comment below. I would love to hear how your team is starting to apply agentic AI.
Next week, I’ll share 10 agentic AI solutions for CX that are making their marks.
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DCX Links: Six must-read picks to fuel your leadership journey delivered every Sunday morning. Dive into the latest edition now!
👋 Please Reach Out
I created this newsletter to help customer-obsessed pros like you deliver exceptional experiences and tackle challenges head-on. But honestly? The best part is connecting with awesome, like-minded people—just like you! 😊
Here’s how you can get involved:
Got feedback? Tell me what’s working, what’s not, or what you’d love to see next.
Stuck on something? Whether it’s a CX challenge, strategy question, or team issue, hit me up—I’m here to help.
Just want to say hi? Seriously, don’t be shy. I’d love to connect, share ideas, or even swap success stories.
Your input keeps this newsletter fresh and valuable. Let’s start a conversation—email me, DM me, or comment anytime. Can’t wait to hear from you!
— Mark
www.marklevy.co
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Thanks for being here. I’ll see you next Tuesday at 8:15 am ET.
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