Agentic AI: The Next Big Shift in Customer Experience

What’s next for conversational AI in customer experience? In this video, CX Today Senior Editor Charlie is joined by Wayne Butterfield (ISG) and Derek Top (Opus Research) to spotlight 10 conversational AI providers set to shape 2025. Rather than ranking vendors, this discussion highlights the platforms and strategies driving innovation—agentic AI, orchestration, knowledge graphs, and security-first approaches. Key Takeaways: 🔴 Cognigy: Agentic AI and persona-driven experiences 🔴 OneReach: Orchestration platform with bring-your-own-model flexibility 🔴 Kore.ai: Knowledge Graphs enabling complex query resolution 🔴 Gridspace: Voice AI with healthcare and travel use cases 🔴 Boost.ai: Enterprise-grade features at mid-market pricing 🔴 Sprinklr: From social to conversational AI with digital twins 🔴 Pypestream: Blending digital interactions with AI-driven conversations 🔴 Parloa: Security, compliance, and studio-based AI creation 🔴 Uniphore: Analytics, agent assist, and broad CX integrations 🔴 Five9: CCaaS giant advancing with AI Studio and blueprints 00:00 Intro 01:25 Cognigy 03:51 OneReach 06:41 Kore.ai 10:13 Gridspace 13:11 Boost.ai 15:03 Sprinklr 18:15 Pypestream 21:24 Parloa 24:43 Uniphore 27:51 Five9 Subscribe to CX Today for more CX insights. Join our weekly newsletter: https://cxtoday.com/sign-up/ Be part of the CX Today community:   / 1951190