What's Up with Tech? podcast

From Copilots To Agents That Scale

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AI is everywhere right now, but most companies are still stuck in the same place: promising pilots that never turn into real production results. We sit down with Kathryn Harrison, Global Vice President of Strategy and AI Platforms at Concentrix to get practical about what actually scales in enterprise AI, especially when you are responsible for operations and customer experience at global scale. If you are trying to prove AI ROI, reduce cost, grow revenue, or improve customer satisfaction without creating new risk, this conversation is built for you.

We walk through the real “AI gap” between executive expectations and day-to-day delivery, plus a simple maturity model that shows where most organizations sit today: individual copilots, narrow functional pilots, and full workflow reinvention with agentic AI. From there, we dig into orchestration, the make-or-break work of deciding what AI should handle, where humans must stay in the loop, and how to make handoffs seamless so customers do not have to repeat themselves. Catherine also explains how to encourage fast experimentation while keeping security, compliance, and governance solid through role-based access, clear guardrails, and cross-functional oversight.

Then we get into what teams often ignore until the bill arrives: token shock. We talk tokenomics, why bolting AI onto an old process can cost more than the original workflow, and how CFOs and CIOs should treat AI spend as a capital allocation decision. We wrap with what is coming next, including agentic commerce and a glimpse at what a truly agent-driven Black Friday could look like across retail, travel, banking, and healthcare.

If this helped you think more clearly about enterprise AI strategy, agentic workflows, and customer experience automation, subscribe, share with a builder or operator, and leave a review with your biggest takeaway.

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