Agentic CX: From Journeys to Agents

At Sitecore Symposium 2025, the message was clear: the future of customer experience is agentic.

No more guiding customers step by step — instead, autonomous digital agents act on your content and policies to complete tasks for them.

Think: not just a chatbot answering questions, but an agent that upgrades a subscription, books a service, or updates account details.

New metrics: Completion rates and guardrail adherence become as important as NPS.
Partner shake-up: Expect ecosystems to pivot toward “agent-enablement” packages.
Governance: Boardrooms must ask who decides what an agent can do?

Do you invest early to explore agentic CX — and risk brand missteps? Or wait until safer standards emerge — and risk being left behind?

Consumer brands, media, and travel companies — industries where moments of truth are short, high stakes, and often digital-first.

Question for you: Where in your funnel could autonomy actually add value — awareness, conversion, or service?

At ecm.dev, we run Agentic Readiness Sprints to help you map safe guardrails, policies, and pilot projects.

Source: Sitecore Symposium 2025