***MEDIA ALERT***
DMG Consulting Releases 2025 Agentic AI: Redefining CX Automation Brief
Strategic technology outlook and brief on agentic AI’s role in service transformation
Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services
What: Releases 2025 Agentic AI: Redefining CX Automation Brief
When: Today, 3 November 2025
Where: Available at the DMG Consulting online store
Background:
DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services, today released a 2025 strategic technology outlook and impact brief, Agentic AI: Redefining CX Automation. The briefing focuses on contact center-, customer service-, and customer experience (CX)-related applications of agentic AI. It combines a tactical view of agentic AI’s role in service delivery with practical guidance for organizations looking to get started with agentic AI and minimize its risks.
AI and automation are reshaping contact centers into adaptive, intelligence-driven environments. As enterprises prioritize scalability, personalization, and operational efficiency, agentic AI is emerging as a pivotal enabler of this shift. By advancing beyond basic automation, agentic AI emulates agent-like behaviors, learns from interactions, and dynamically supports both customers and employees. This evolution aligns with broader enterprise goals—reducing cost-to-serve, improving resolution speed, enhancing CX at scale, and addressing workforce challenges. By enabling context-aware and proactive service delivery, agentic AI helps organizations move beyond reactive service models toward more strategic, outcome-oriented engagement.
Agentic AI is redefining how CX organizations operate – not through abstract promise but through tangible transformation, particularly in contact centers and back-office operations where the work is primed for intelligent automation. Agentic AI enables enterprises to reshape workflows, automate conversational and transactional tasks, and surface insights that are used to collaborate with and guide agents in real time. Unlike legacy systems that wait for input, agentic AI acts with initiative—detecting patterns, adapting to context, and orchestrating outcomes that turn signals into foresight. These capabilities are already being deployed in areas like conversational AI self-service, real-time agent guidance, WFM, compliance, and customer journey optimization. “The future of customer experience will be shaped not only by intelligent systems that act with purpose, but also by governance frameworks that safeguard transparency, trust, and accountability,” said Donna Fluss, President of DMG Consulting. “Success will require a shift from human oversight alone to genuine co-creation, where humans and machines collaborate continuously to deliver value.”
The 2025 Agentic AI: Redefining CX Automation strategic technology outlook and impact briefing offers a fact-based, pragmatic approach to understanding agentic AI and its relevance in contact center and customer service operations. The briefing explains the core mechanics of agentic AI, key CX market trends and challenges driving adoption, and its benefits for customers, employees, and enterprises. It also features generally available solutions from five vendors, illustrating real-world applications that improve service quality, automate tasks, and support decision-making.
To learn more about the Report, visit dmgconsult.com, or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order your copy of the Report, visit dmgconsult.com.
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