Customer experience has moved far beyond response times, scripted workflows and basic chatbots. As AI becomes more embedded into enterprise operations, the real opportunity is to create intelligent journeys that understand customer intent, act proactively and turn service interactions into measurable business value.
In this episode of Re(AI)magine Conversations, Loganathan Siva speaks with Brian Stavis of Google about how agentic AI is reshaping customer experience and what enterprises need to prioritize as they look toward 2026 and beyond.
The conversation begins with a major shift in the CX landscape: the move from reactive service to intelligent orchestration. Brian explains how enterprises are moving toward a “digital assembly line” of specialized AI agents that can work together across complex, multi-step workflows. These agents are not just responding to customer requests. They are helping organizations anticipate needs, resolve issues faster and deliver more proactive, concierge-like experiences.
Loganathan and Brian explore how the definition of customer experience itself is changing. What was once measured by responsiveness, empathy and reduced wait times is now evolving into intent-driven engagement. Instead of relying on rigid decision trees, AI-led CX can understand natural language, maintain context across sessions and support multimodal inputs such as voice, text and images.
A central part of the discussion focuses on Gemini Enterprise for Customer Experience, Google’s enterprise-grade platform for designing, deploying and governing intelligent agents across the customer lifecycle. Brian shares how the platform brings together Gemini, enterprise data, AI commerce search, shopping agents, CX Agent Studio and CX Insights to connect discovery, commerce, fulfillment and service into one intelligent experience.
The episode also examines what separates a true reasoning layer from a thin conversational wrapper. In an increasingly crowded market, Brian explains why enterprises need more than isolated bots or point solutions. They need AI that can connect to enterprise systems, access real-time data, understand business policies and execute the next best action without breaking customer context.
For partners, the message is clear: stop selling AI capabilities and start selling business outcomes. Loganathan and Brian discuss how partners can differentiate by building industry-specific agents, connectors, governance frameworks and accelerators that help customers move faster from concept to production.
The conversation also highlights Persistent’s role in helping enterprises unlock the full value of Gemini Enterprise for Customer Experience. With deep data expertise, vertical accelerators and experience across BFSI; healthcare and life sciences; high tech; and communications, media and technology, Persistent helps customers connect legacy systems, modernize CX environments and move AI solutions out of pilot purgatory.
As AI becomes central to customer engagement, the opportunity is not just to automate service. It is to create connected, personalized and revenue-driving journeys that improve outcomes for customers and businesses alike.
Tune in to learn how Persistent and Google are helping enterprises reimagine customer experience with agentic AI, trusted data, intelligent orchestration and a clear path to production value.
Join the conversation. Contact us at podcasts@persistent.com.
Speakers
Loganathan Siva, VP, CX and Contact Center Intelligence, Persistent Systems
Brian Stavis, Partner Lead – Applied AI, Google
