How Large Action Models are reshaping CX
Despite years of artificial intelligence (AI) investment, most customer experiences still remain fragmented, reactive and heavily dependent on disconnected systems behind the scenes.
While 88% of businesses now use AI in at least one function, nearly two-thirds remain stuck in pilot phases, according to McKinsey, highlighting the gap between AI adoption and meaningful operational transformation.
VP for EMEA North at Genesys.
Large Language Models (LLMs) have helped businesses create more responsive and personalized interactions, but many organizations are beginning to recognize that conversational AI alone is not enough. As organizations increasingly compete in the experience economy, the focus is shifting toward technologies capable of coordinating actions, workflows and decisions across the entire journey in real time.
That shift is helping drive a new era of agentic customer experience orchestration, where AI systems can move beyond simply responding to requests and instead help execute tasks, resolve issues and coordinate outcomes autonomously...
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