2027 Buyer’s Guide for CX in the Agentic Era

Your buying checklist is obsolete. Here’s the new framework to evaluate any CX platform.

  • Execution that delivers outcomes
  • Data foundations that give AI context
  • Orchestration across audiences and channels
  • Unified AI and human workforce
  • Trust built through robust governance
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Agentic AI fundamentally disrupted customer experience

91%

of CX leaders expect end-to-end orchestration within three years

87%

expect integrated AI-human teams

74%

call responsible AI deployment critical

“The evolution toward agentic orchestration changes not just what you buy, but how you evaluate a platform and justify the decision.”

Your CX platform has to meet a higher standard

Choosing a CX platform can feel like a moving target. Personal AI is already changing how customers engage, and a new operating model is taking shape. Now, customers expect more — and the platform you choose, and how you evaluate it, has to keep up.

You need a buying checklist built for what’s next

Channels, analytics and AI features are just the starting point. Five areas now separate the platforms that orchestrate experiences at scale from the ones that stop at automation.

  • Agents and copilotsVirtual agents that resolve multi-step issues, and copilots that equip people in every interaction.
  • Contextual intelligenceOne live customer profile, built from real-time signals and history across every system.
  • OrchestrationReasoning that weighs context and goals to coordinate people, AI and systems toward outcomes.
  • Hybrid workforceOne view to plan, manage and coach humans and AI together as one team.
  • Trust and governanceGuardrails, explainability and human escalation built into every AI action, not bolted on.
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Get the new CX evaluation framework for 2027

Don’t lean on an outdated buying checklist when purchasing a CX solution. This guide gives you the tools you need to ensure your CX stack is prepared for today and tomorrow, including:

The five shifts that define the agentic operating model, and what each changes for your team

Why CX now reaches beyond the contact center, into billing, fulfillment and claims

A practical starting point: Pick one experience, set targets and measure outcomes as you go

“Regardless of where you are in your journey, the right next move is the same: Invest in a platform built to deliver AI value today and carry you toward full orchestration, so each step builds on the last.”