Agentic AI and the Future of Customer Experience

Hosted by Tata Communications Ltd and our guest moderator, this exclusive evening roundtable convenes senior CX leaders from the UK’s foremost B2C organisations to explore the next frontier of customer experience: Agentic AI.

We are at an inflection point. Generative AI gave enterprises the ability to converse. Agentic AI gives them the ability to act. This shift — from AI that informs to AI that executes — is redefining what exceptional customer experience looks like, and how it gets delivered. The organisations that move purposefully now will build structural advantage. Those that wait will inherit structurally higher costs, slower resolution times, and fragmented customer journeys that competitors have already resolved.

The most critical — and most vulnerable — stage of any customer interaction is the final mile: the moment where intent becomes outcome. Today, this mile is still predominantly human-dependent, manual, and inconsistent. Agentic AI, particularly when anchored in Voice AI as the primary channel of human expression, is rapidly transforming this last mile from a cost centre into a competitive asset.

Through expert perspective and candid peer exchange, attendees will explore practical applications of agentic AI in CX operations, governance and trust considerations, the organisational shifts required to deploy autonomous systems responsibly, and the enduring role of human empathy in an AI-first world. This is a forum for CX leaders who are ready to move beyond the pilot and shape what AI-powered customer experience looks like in practice.