CX strategies for agentic AI

Agentic AI is going to revamp the customer’s experience and interactions are going to look a lot different.

That's the big picture from a CX automation panel at Constellation Research's AI Forum 2026. Here's a look at the takeaways.

Focus on the cognitive load. Benjamin Weinger, SVP and Strategic Business Unit Head of Cognizant Moment: "We have made shopping more convenient. We haven't made it easier. We haven't changed the cognitive load."

The future is generated and personalized UI. Sunil Karkera, Founder Soul of the Machine, said:

"We are rebuilding SaaS applications completely for our customers. We are generating our intelligence through token factories. In the near future, we're going to generate our experience from a token factory. So, it's just-in-time UI to complete your task. That is the height of personalization, because the information and the UI are compressed from a single token factor."

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Design language and brand still matter. "Companies don't focus on the design system, the design language and the brand language for AI," said Karkera. "Don't lift and shift your brand. Really think about the AI brand language and the design language for your brand. Don't make the same Google mistake. Don't become a blue link inside ChatGPT."

We all should be a segment of one. Wiener said consumers may choose to pay for an agent that is personalized, has your context and can act on your behalf. "Will you pay $9.95 a month to own your own agent?" said Wiener.

Subscriptions will disappear. "In about two years inference will enable you to generate 1,000 tokens on my watch and we won't pay for subscriptions," said Karkera. "Everything is free. Your interaction will be your subscription."