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WorkThe story, in brief

Rewiring customer experience for the agentic era

Nobody is talking about the CX rebuild. While you're optimizing chatbots, leading companies are rewiring customer experience for autonomous agents.

Reporting by McKinsey Insights 1 min brief
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AI agents and the coordination of work.AI illustration by KeyNews
The KeyNews take

Why it matters

As AI agents move from task automation to autonomous decision-making in real-time customer interactions, enterprise strategy is shifting from designing linear journeys to building adaptive, orchestrated systems. This represents a fundamental architectural change in how companies think about customer touchpoints.

The key facts

7 to know

  1. Shift from predefined customer journeys to dynamic cross-channel orchestration

  2. AI agents handling moment-to-moment customer decisions autonomously

  3. Strategic implications for CX architecture and decision-making frameworks

  4. McKinsey framework positioning agentic era as distinct from chatbot/automation phase

  5. McKinsey analysis of enterprise CX redesign for agentic AI

  6. Leading companies actively implementing agent-driven CX strategies

  7. Focus on moment-to-moment decision-making by AI agents in customer interactions

Go to the source

McKinsey Insightsmckinsey.com

Publisher excerpt: As AI agents take on moment-to-moment decisions, leading companies are redesigning customer experience from predefined journeys to dynamic, cross-channel orchestration.
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