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Proactive AI Agents and Assistants: The Next Wave of Customer Experience

Published on: August 14, 2025

Author: Robin Gareiss, CEO and Principal Analyst Not available for licensing. Nearly 60% of companies proactively reach out to customers. The difference now is the value that AI adds to that activity. Of those companies that have adopted a proactive outreach strategy to customers, 59% reach out manually with live agents, 48% use rules-based automation, and 47% use dynamic, automated AI-powered outreach, according to Metrigy’s Customer Experience Optimization 2024-25 global study of 544 companies.
Table of Contents
  • Defining ‘Proactive’ in CX
  • Proactive Outreach to Customers Already Reached Tipping Point
  • People More Important than Technology... for Now
  • Benefits of Proactive Outreach + AI are Profound
  • Three Strikes, You’re Out. Proactive Can Help
  • Consumers Want Efficiency
  • Proactive Can Happen Any Time
  • Recommendations


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