We are thrilled to see this year’s KPMG UK Customer Experience Excellence Report titled “The Shift to Agentic Customer Experience”.
This is a milestone moment for how organisations are re-configuring CX through intelligent, autonomous, and empathetic AI systems.
The report features many great cases and insights that can inspire firms to accelerate their AI-enabled service and customer experience transformation journeys.
Our very own Mohamed Zaki has contributed an article in this year’s edition “A Vision for Agentic AI for Customer Experience Transformation” (page 6/7). This explores how agenticAI can sense intent, act in real time, and embody empathy, personalisation, and trust.
This draws on our research at the Cambridge Service Alliance, he illustrates how agenticAI can transform service operations and customer relationships, not just through automation, but through thoughtful orchestration that enhances human capability and drives measurable business impact.
The piece also highlights the collaboration with Tactful AI and ELARABY Group, showcasing how orchestrated AI agents can radically improve customer engagement, satisfaction, and sales performance.
Mohamed E.Manal Negmeldin
Congratulations to the KPMG team on another insightful report. It was a pleasure working with Tamsin Jenkins, David Conway, and Tom Fox
Link to report can be found at the following link: https://assets.kpmg.com/content/dam/kpmgsites/uk/pdf/2025/11/cee-uk-2025.pdf
