Rewriting the Rules of CX — Ebook Overview

Customer experience is undergoing the biggest shift since the creation of the contact centre — and this ebook explains why. Rewriting the Rules of CX explores how AI Agents are transforming CX from a reactive cost centre into a proactive engine for growth, loyalty, and long-term value. It’s a strategic guide for leaders who know that incremental improvements are no longer enough in an AI-powered world.

Inside, you’ll learn why AI is creating a trillion-dollar productivity opportunity, how leading brands are already leveraging Agentic AI to increase revenue, reduce churn, and elevate service quality, and why customers themselves are evolving into “AI-powered consumers” with radically new expectations. Through clear frameworks, maturity models, and actionable use cases, this ebook shows you exactly how to build an autonomous, value-driving CX organisation — from intelligent support to predictive success, automated workflows, and pre-emptive engagement.

Whether you’re a CX, Digital, or Transformation leader, this guide provides the blueprint to shift from managing costs to delivering compounding value. By the final chapter, you’ll understand how to navigate the rise of autonomous AI agents, prepare for agent-to-agent interactions, and design a future-ready operation that scales efficiently while enhancing human connection. If you want to lead — not follow — in the new era of customer experience, this ebook is essential reading.