Agentic CX Opportunity Check
Together with you, we work out where AI agents can create tangible value in interactions across your digital customer experience layer. In a structured workshop, we jointly identify the key levers and deliver a prioritised Agentic CX Opportunity Map.
Motivation
Generative AI isn’t just changing individual touchpoints; it’s changing the logic of the entire customer interaction. Many organisations start with reactive AI experiments: chatbots, AI assistants, automated content creation. All of them wait for a human prompt and then deliver a response.
AI agents go a decisive step further: they act proactively, observe signals, recommend actions, make decisions and trigger actions themselves, without waiting for a human prompt. The real lever lies in the value streams and decision moments behind the customer journey, unlocked by a consistent data strategy.
Your challenges
Have you launched AI initiatives at the customer interface that exist side by side but don’t connect? Do you know at which points in your customers’ journey AI agents provide information, support decisions and actively guide users? Are you missing a structured basis for prioritising AI use cases by customer value, business impact and feasibility?
Then take advantage of our consulting package “Agentic CX Opportunity Check”.
AI agents don’t have their greatest impact at individual touchpoints, but at the critical decision moments along the entire value chain.
Matthias Schmid, Principal Consultant, Unic
Consulting package
As part of our consulting package, we work on the following aspects for you:
Customer journey & value streams:
We look at the end-to-end value contributions along your preferred customer journey map, from the first customer enquiry to product use.
Decision moments:
We identify the critical decision situations in which customers significantly shape the course of a journey, and where AI agents have the greatest leverage.
Agentic CX Opportunity Map:
We outline concrete use cases for AI agents, structured by their effect as decision assistance, process orchestration, information contextualisation and service automation.
The individual steps
Step 1 – Kick-off & focus
Together, we identify the most important customer journey map based on your existing model, clarify roles and expectations, and adapt our industry-specific reference structure to your organisation.
Step 2 – Industry reference & preparation
We develop the structured reference created in step 1 along the journey phases and define value streams, identify the customer decision moments relevant to you and the matching agentic CX use cases, tailored to your company.
Step 3 – Making value streams visible
In the workshop, we document the end-to-end value contributions behind your customer interactions along the value streams defined in step 2 and make visible which business processes are at work in the background.
Step 4 – Shaping decision moments
Together, we examine the customer decision moments identified in step 2, where complex decisions arise on the customer side, and which of them have the greatest impact on the customer journey.
Step 5 – Developing agentic CX opportunities
Using an identified and prioritised decision moment as an example, we develop a role and skill profile for an AI agent. In an optional follow-up step, this decision moment can be put through our 8-stage process for testing and evaluating an agentic use case.
Step 6 – Results presentation & roadmap recommendations
You receive the complete Agentic CX Opportunity Map along with strategic recommendations on organisational impact, possible agent roles and starting points for an implementation roadmap.
Your benefits
You receive a structured overview of key decision moments along the customer journey and value streams, as a shared basis for AI decisions.
You get a prioritised Agentic CX Opportunity Map with concrete, directly reusable use cases.
You lay the strategic foundation for steering AI investments at the customer interface in a targeted way, beyond isolated individual initiatives.
Your investment
The consulting package “Agentic CX Opportunity Mapping” is designed as an interdisciplinary series of workshops, including preparation and follow-up. The effort is deliberately kept compact and below typical budget approval thresholds. This lets you reach a solid result quickly, without having to approve a large project budget.
Book an appointmentGet started now.
Book an initial conversation and find out how, together, we can develop your product vision in just a few days. I look forward to hearing from you.
