For years, CX leaders have been working towards a single goal: connected, seamless, orchestrated customer journeys.

But the reality inside most organisations looks very different.

Disconnected systems. Static journey maps. Experiences that break the moment a customer behaves unexpectedly.

And now, into that complexity, we’re being told to “just add AI.”

In fact, recent studies suggest that 67% of organisations are implementing AI without governance — yet we’re increasingly asking those same systems to make real-time decisions about customer experience.

Which introduces a more fundamental shift than many teams are prepared for: we’re no longer just designing experiences — we’re increasingly delegating decisions to machines.

Routing. Responses. Next best actions. Even moments of empathy.

This is the rise of agentic experience orchestration — where experiences are no longer fully pre-defined, but dynamically shaped in real time by AI systems.

But if orchestration was already fragile, what happens when we try to automate it? And if no single team is fully in control anymore… who is accountable for the experience?

This session explores the shift from journey orchestration to agentic orchestration — and what it really means for CX leaders navigating increasing pressure to implement AI at speed, without losing control of the experience they’re responsible for.

Open to non-members and allies. Register today to secure your FREE spot!