Go offline with the Player FM app!
The future of customer experience: Embracing agentic AI
Manage episode 479007486 series 3422378
As companies race to improve customer responsiveness and satisfaction, many are turning to AI to transform their contact centers into hubs of efficiency and personalization. But despite growing investment, most organizations remain stuck in the pilot phase—hindered by legacy systems, fragmented data, and a lack of cross-functional collaboration. In this episode of McKinsey Talks Operations, Christian Johnson speaks with Malte Kosub, CEO of Parloa, and McKinsey partners Oana Cheta and Brian Blackader to explore how Agentic AI is moving beyond automation to drive real-time decision-making, elevate customer experience, and scale service excellence. Is your contact center ready for the AI-driven future?
McKinsey Talks Operations has much more content to offer on the Operations topics that connect strategy with lasting success. Visit www.McKinseyTalksOperations.com to explore events and insights from McKinsey’s Operations Practice, and join the McKinsey Talks Operations community. You can also connect with us on LinkedIn at www.linkedin.com/showcase/mckinsey-operations
See www.mckinsey.com/privacy-policy for privacy information
43 episodes
Manage episode 479007486 series 3422378
As companies race to improve customer responsiveness and satisfaction, many are turning to AI to transform their contact centers into hubs of efficiency and personalization. But despite growing investment, most organizations remain stuck in the pilot phase—hindered by legacy systems, fragmented data, and a lack of cross-functional collaboration. In this episode of McKinsey Talks Operations, Christian Johnson speaks with Malte Kosub, CEO of Parloa, and McKinsey partners Oana Cheta and Brian Blackader to explore how Agentic AI is moving beyond automation to drive real-time decision-making, elevate customer experience, and scale service excellence. Is your contact center ready for the AI-driven future?
McKinsey Talks Operations has much more content to offer on the Operations topics that connect strategy with lasting success. Visit www.McKinseyTalksOperations.com to explore events and insights from McKinsey’s Operations Practice, and join the McKinsey Talks Operations community. You can also connect with us on LinkedIn at www.linkedin.com/showcase/mckinsey-operations
See www.mckinsey.com/privacy-policy for privacy information
43 episodes
All episodes
×Welcome to Player FM!
Player FM is scanning the web for high-quality podcasts for you to enjoy right now. It's the best podcast app and works on Android, iPhone, and the web. Signup to sync subscriptions across devices.