AGENTIC EXPERIENCE ORCHESTRATION:
WHO IS REALLY IN CONTROL OF THE CUSTOMER JOURNEY?
Wednesday 22nd July
ONLINE (FREE TO ATTEND)
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.
In partnership with ujet.cx, Women in CX is back with another bold panel exploring the shift from journey orchestration to agentic orchestration, and what it really means for CX leaders.
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.
Featured Topics
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Why traditional journey orchestration often breaks down in real-world conditions
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How AI is amplifying both the strengths and the flaws in CX systems
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Why who builds these systems matters — and the role of diverse teams in shaping better outcomes
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How CX leaders can design guardrails without slowing innovation
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.
Secure Your Free Spot Now
Don’t miss your chance to hear the honest conversations exploring the reality of implementing AI within complex organisations.
Can’t make it? Don’t worry! Register your attendance, and we’ll send you a recording of the event.
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Our purpose is simple: to create a stage where women lead the conversations that matter most — and to unite the community around a shared mission for human-centred business.
Sponsored by
We’re proud to partner with ujet.cx. Contact centres are drowning in conversations and starving for insight. Ujet is building what comes next, the Experience Centre, where Spiral listens to every customer conversation and surfaces what they're really telling you, and AXO turns that intelligence into action. It's an entirely different way of thinking about customer experience.
Interested in sponsorship? Find out more here.
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Inclusive
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