77 their own customer experiences, it is vital to modernise and transform the back-end processes and the way employees are empowered to work to maximise the customer-facing impact. In our work with clients, we’ve seen that investments in EX, especially those powered by agentic AI, lead to measurable gains in CX, with improvements including faster response times, higher satisfaction scores and increased loyalty. It’s a virtuous cycle where better tools lead to better work, which leads to better service. Of course, none of this happens by accident. Alongside investments in technology and change management programmes, it is imperative for organisations to have their foundational technology platforms in a mature state. Content should be in the right place for AI tools to be able to access it, employees need to be trained, and security governance needs to be up to date. Ideally, complexity should also be removed from the wider IT estate to ensure it is easy to manage, particularly where AI agents are connecting the digital workplace tooling to backend line of business systems such as Microsoft Dynamics 365. To truly harness the power of Copilot and agentic AI, organisations must invest in change enablement. That means establishing centres of excellence to curate best practices and prompt libraries, running pilot programmes to validate impact and build momentum, and embedding learning loops to help employees continuously adapt and grow. It also means rethinking leadership. In an agentic world, leaders must shift from a command-and-control approach to one focused on coaching and enabling. They must create environments where experimentation is safe, feedback is fast, and learning is constant. We’re at a pivotal moment. The tools are ready, the technology is mature, but the question is: are we bold enough to lead the change? This isn’t just about AI; it’s about amplifying human potential. It’s about creating workplaces where people thrive, and where that thriving becomes the foundation for extraordinary customer experiences. Zoe Wilson is vice president and global digital workplace services consult leader at Kyndryl Photo: Adobe Stock/Tom Merton/Caia Image
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