Transform telco CX with agentic AI by reimagining customer engagement

Telcos are entering a new era of customer experience, one powered by AI to help teams deliver hyper-personalized, proactive, and revenue-generating interactions. Today’s CX leaders must redefine their mission to move beyond traditional service metrics to become architects of loyalty, growth, and competitive differentiation.

Our research found that agentic AI can power advanced reasoning and cognitive agents trained on telco’s data. By leveraging the full use of cloud, data, and AI solutions, telcos can help support teams resolve issues on first contact, identify upsell opportunities, and deliver tailored solutions at scale—driving seamless, real-time engagements across every customer touchpoint.

Through our discussion with Cognizant, we identified how telco CX professionals can:

• Shift from reactive support to proactive engagement, driving measurable business outcomes
• Harness AI to unify data, automate routine queries, and empower human agents for high-value interactions
• Adopt a practical framework for CX transformation, focusing on outcomes such as increased ARPU, reduced churn, and elevated customer satisfaction

To read the complete report, click the download button below.