Paid Program: Agentic AI’s Bigger Prize: Connected Customer Experience

Bhambhri: Deploying AI tools helps complete individual tasks faster, but a truly agentic company will redesign work around AI’s capabilities and break down silos that often get in the way. The difference will show up in how that company operates: how work moves, what people are responsible for and how the organization learns.

Roles will become broader, and we’ll see work “shift left,” with people able to take on more earlier in the process, with fewer handoffs. A product manager can move from an idea to a working prototype. A creative professional can help build, launch and optimize a campaign. That puts more emphasis on strategy, judgment and knowing what a good outcome looks like.

The company will also make its institutional knowledge available through agents. Employees will be able to draw on what the business has learned over years—past work, customer insights, brand expertise and operating practices. Making that possible takes hard work because the knowledge is scattered across systems, documents and people.

And agentic AI will build learning into the way work gets done. Agents can help carry out a workflow, while other agents help evaluate results, flag problems and propose improvements, with people accountable for consequential decisions.