From AI to Agentic: Zeus Kerravala on the Future of CX Platforms

Subscribe to our channel

The customer experience landscape is shifting fast, and the message is clear. Unified AI platforms, agentic automation, and orchestration are no longer experiments. They are the future of enterprise CX. At the NiCE industry analyst conference, we sat down with ZK Research's Zeus Kerravala to dig into where CX is headed and how NiCE and Cognigy are shaping that direction.

If you missed it, Cognigy is now part of the NiCE portfolio, bringing deep conversational and agentic AI capabilities into the platform. That move signals something bigger: a future where AI does not just support workflows. It coordinates them, executes them, and learns over time.

What You’ll Learn

• Why CX leaders are moving from vendors to long term platform partners
• How unified platforms outperform bolted together “Frankenstack” systems
• What Cognigy brings to NiCE in conversational and agentic AI
• Why orchestration and real time decisioning are central to next generation CX
• What enterprise adoption timelines, expectations, and talent models look like

NiCE makes a compelling case for one platform, one data layer, and AI that adapts in real time across every channel. Cognigy adds the agentic layer that transforms automation into intelligence, from customizable virtual agents to behavior-driven bots that act with autonomy.

The real differentiator now is execution. The platforms are ready, the use cases are proven, and the gap will widen between those who act and those who hesitate. Buyers are moving past feature checklists and toward strategic partnerships that can guide AI rollout, governance, and team enablement. With NiCE and Cognigy aligned, the bar for scalable CX transformation just got a lot higher.

If you want to understand what future ready CX looks like, this conversation is your starting point.

🎥 Subscribe to our YouTube channel for more.