Introducing The Agentic Wave podcast: Learn from the leaders writing the AI playbook

Ask ten people in customer experience what “agentic AI” means for their team, and you’ll get ten different answers. 

Some are cautious or even scared. Some, like me, are super excited and optimistic. Most are somewhere in between.

I get it. It’s not easy to separate real progress from hype, while also figuring out how to lead your organization through one of the biggest technology shifts customer experience has ever seen.

As agentic AI surges into every corner of our industry, we’re all trying to figure out how to ride the wave. Some of us already feel like pros. Some of us don’t even have a surfboard. 

I’m seeing leaders around me grappling not just with technical questions in the Agentic Wave, but also leadership ones. The playbook is still being written, and I wanted to hear from the leaders who are writing it. I figured other people in the same boat could benefit from those conversations too…which is what led me to launch the Agentic Wave podcast. 

My first few conversations have been incredible. Just the kind of insights and inspiration I was hoping for. I can’t wait to share them with you and have you join the conversation.

We all have questions

In every conversation I have about agentic AI, I hear some version of the same questions: Which use cases are real? How do we bring our teams with us? How do we know what’s actually working? And how the heck do we even start?

No one has all the answers. But pretty much everyone who’s riding this Agentic Wave has some.

In each episode of the Agentic Wave podcast, I’ll sit down with operators, innovators, and customer experience leaders who are figuring it out in real time. We’ll talk about:

• The practical decisions that turn AI from another stalled initiative into a true business advantage

• What’s working so well they want to repeat or scale it

• What’s been harder than anyone expected

• What they wish they’d known sooner…so they can help others skip ahead on the learning curve 

Every conversation is designed with one goal in mind: helping you lead through the agentic shift with confidence.

We’ll also dig into the research making the rounds. Because if you’re like me, you’re being flooded with research you don’t have time to read, let alone make sense of. 

And in one of my favorite segments, Smoke or Fire, we’ll separate true breakthroughs from the latest hype cycle. Because honestly, none of us has time to waste chasing smoke.

Voices from the frontlines

When we were brainstorming who we wanted to talk to on the Agentic Wave podcast, I kept one philosophy front and center:

AI is providing an opportunity for us to become experts in real time. I’m seeing it across business sizes, industries, career backgrounds…leaders are emerging from expected and unexpected places. 

Our guest lineup reflects that. Some run customer experience for global enterprises. Others are people who have gone all in on AI, and now they spend their days helping organizations deploy AI at scale. You’ll also hear from industry leaders who’ve spent years studying what separates great customer experiences from average ones, and who aren’t afraid to buck conventional wisdom when the evidence points them somewhere else.

From the conversations I’ve had so far, I can tell you the range of perspectives is refreshing. Some confirm what I already believe. Others completely change how I think about a problem. Every one of them reminds me why I'm so excited about where this industry is headed.  

That’s exactly what I want for you: to leave every conversation with more clarity and confidence than when you pressed play. 

When to tune in

New episodes land every other Tuesday. You can find the Agentic Wave wherever you already listen to podcasts, including Spotify, Apple Podcasts, and YouTube.

Episode 1 hits the feeds August 18. Subscribe now so you don’t miss it.

The Agentic Wave is here. Let’s catch it together.