Nextiva Publishes the Definitive CX Guide for the Agentic AI Era

Why It Matters

By translating strategic AI concepts into executable processes, the guide positions companies to accelerate CX automation, improve customer outcomes, and maintain competitive differentiation as AI adoption scales.

Summary

Nextiva released Winning the Customer Experience Race, a guide by Edwin Margulies aimed at CX and IT leaders navigating the “agentic AI” era, offering a decision rubric, cross-industry playbooks, and data practices to operationalize AI in customer experience. The playbook focuses on governance, data readiness, and practical deployment steps to help organizations reduce implementation risk and extract measurable ROI from AI initiatives. By translating strategic AI concepts into executable processes, the guide positions companies to accelerate CX automation, improve customer outcomes, and maintain competitive differentiation as AI adoption scales.