The ACx Report

The APPLY ACx

Report

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[ THE ACX REPORT ]

How agentic intelligence is reshaping the way the world's best brands connect, convert, and compete.

Report
30 MIN READ
May 19, 2026

Ten chapters organized into five parts, plus five special features — the ACx Readiness Index (seven dimensions), Designed for Agents, the Watch List for 2026, our Responsible AI Principles, and full references.

Foreword

A letter from Dr. Ali Alkhafaji, CEO

Chapter 01: The End of CX as We Knew It

Why the old model is over

Chapter 02: Defining ACx

Agentic intelligence in service of the customer

Chapter 03: The Customer in the Agentic Era

The experience customers always wanted — finally possible

Chapter 04: The Gap is the Opportunity

Why most AI is failing — and what to do about it

Chapter 05: Starting Fast, Starting Right

The portfolio posture that separates ACx leaders

Chapter 06: The Workforce Equation

Talent, AI proficiency and the future of who delivers

Chapter 07: The Google Cloud Advantage

Why GCP is the infrastructure layer of ACx

Chapter 08: ACx in the Wild

The Consumer and Entertainment arenas at the frontier

Chapter 09: The New Metrics

Measuring what actually matters in the agentic era

Chapter 10: The Ecosystem is the Experience

Two modes of engagement, and the foundation to serve both

Chapter 11: Special Features

Readiness Index / Designed for agents / Watch List 2026 / Responsible AI / References

Contents