The enterprise is flooded with vendor-supplied AI features, but for CX leaders, the real work is architecting the system. It's not about more tools, it's about designing how AI connects across the business.

As Senior Director of Product Strategy and Marketing at Oracle, Michelle Brusyo leads the company's GTM strategy for its AI-powered CX applications. Her work focuses on bringing generative AI and AI agents to life across Oracle’s CX suite and helping enterprises move from hype to execution.

Handing over the keys: Until now, CX leaders have concentrated on experimenting with the AI capabilities baked into their existing software. "What's exciting is that experimenting with built-in AI pushed CX leaders to think more creatively about what they want AI to do for them, outside the confines of their vendor-provided applications," says Brusyo. That freedom allows them to connect dots across the business and envision a world where service AI works with finance or marketing AI informs sales.

The only thing missing has been the right toolkit. "They don’t need to be coders," she adds. "They just need a platform where they can construct these flows themselves." This shift is being powered by a surge in no-code AI platforms, with analysts predicting that 70% of new enterprise applications will leverage these technologies by 2025.

Let humans shine: Viewing AI as a supportive teammate challenges a harsher industry projection: Forrester predicts that generative AI will displace 100,000 agents in 2025. But Brusyo offers a more nuanced take on the "human versus AI" debate. "We're doing this to make our creative human employees more successful and happier in their jobs," she explains. "We apply AI to free up people to do the job that gives them those moments to shine."

That potential is especially clear in marketing, where Brusyo says leaders are the “tip of the spear” for creative vision. Their ideas for using agents are, in her words, "mind-blowing." "Imagine your marketing campaign team having their own group of agents to write email copy and optimize subject lines," she says. "This unlocks the creativity of the team because they're not stuck in the minutia."