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The ACx Report

The state of Agentic Customer Experience — how agentic intelligence is reshaping the way the world's best brands connect, convert and compete.

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What's Inside.

Ten chapters organized into five parts, plus five special features — the ACx Readiness Index (seven dimensions), Designed for agents, the Watch List for 2026, our Responsible AI principles and full references.

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Contents

Chapter 00: Foreword

A letter from Dr. Ali Alkhafaji, CEO

Chapter 01: The End of CX as We Knew It

Why the old model is over

Chapter 02: Definifng ACx

Agentic intelligence in service of the customer

Chapter 03: The Customer in the Agentic Era

The experience customers always wanted — finally possible

Chapter 04: The Gap is the Opportunity

Why most AI is failing — and what to do about it

Chapter 05: Starting Fast, Starting Right

The portfolio posture that separates ACx leaders

Chapter 06: The Workforce Equation

Talent, AI proficiency and the future of who delivers

Chapter 07: The Google Cloud Advantage

Why GCP is the infrastructure layer of ACx

Chapter 08: ACx in the Wild

The Consumer and Entertainment arenas at the frontier

Chapter 09: The New Metrics

Measuring what actually matters in the agentic era

Chapter 10: The Ecosystem is the Experience

Two modes of engagement, and the foundation to serve both

Chapter 11: Special Features

Readiness Index / Designed for agents / Watch List 2026 / Responsible AI / References

 

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