WEBVTT

00:00:00.000 --> 00:00:03.461
The first thing is, put a
target and be ambitious.

00:00:03.461 --> 00:00:05.588
Agentic AI is a horizontal, and basically

00:00:05.588 --> 00:00:08.049
you need to basically pick
either sales or service

00:00:08.049 --> 00:00:10.385
and fully reimagine how you can actually

00:00:10.385 --> 00:00:12.262
serve and engage with your customers

00:00:12.429 --> 00:00:13.888
Nacho, Fede, welcome.

00:00:13.888 --> 00:00:15.181
Nacho, to you first.

00:00:15.181 --> 00:00:16.516
When it comes to agentic AI,

00:00:16.516 --> 00:00:20.270
what are you most excited
for with sales and service?

00:00:20.270 --> 00:00:21.479
What can it bring?

00:00:21.479 --> 00:00:24.691
So I'm very excited because
when we were here last year,

00:00:24.691 --> 00:00:25.984
we were talking about it.

00:00:25.984 --> 00:00:27.903
But when it comes to sales and service,

00:00:27.903 --> 00:00:29.279
what was very exciting

00:00:29.279 --> 00:00:31.448
but still incipient was using AI

00:00:31.448 --> 00:00:33.825
for voice-based conversations
and customer engagement.

00:00:33.825 --> 00:00:36.286
But last year, the
question of executives was,

00:00:36.286 --> 00:00:38.455
is anybody doing it in
production at scale?

00:00:38.455 --> 00:00:39.289
And the answer was,

00:00:39.289 --> 00:00:42.167
there were starting to be some
companies, but not for real.

00:00:42.167 --> 00:00:43.877
What I'm very excited is that today,

00:00:43.877 --> 00:00:46.463
the technology has
matured, this is a reality.

00:00:46.463 --> 00:00:49.091
And many of our clients are
actually doing it at scale.

00:00:49.091 --> 00:00:51.593
And the opportunity that
we see in front of us is

00:00:51.593 --> 00:00:54.179
even automating even
further with back office.

00:00:54.179 --> 00:00:56.390
So basically for sales and for service,

00:00:56.390 --> 00:00:58.058
the opportunity is gigantic.

00:00:58.058 --> 00:00:59.226
Fede, what are you noticing

00:00:59.226 --> 00:01:02.229
that the leading companies
are doing differently?

00:01:02.229 --> 00:01:05.273
First, I would say they approach this

00:01:05.273 --> 00:01:07.401
not as a tool deployment,

00:01:07.401 --> 00:01:10.612
but very much as an
opportunity to reimagine

00:01:10.612 --> 00:01:13.782
how to do business, how
their workflows operate,

00:01:13.782 --> 00:01:17.911
how decision rights are allocated,
how processes are set up.

00:01:17.911 --> 00:01:21.331
And they embrace
essentially this as a real

00:01:21.331 --> 00:01:23.166
transformational opportunity.

00:01:23.166 --> 00:01:27.337
Secondly, they set a
pretty ambitious target.

00:01:27.337 --> 00:01:28.463
You can't be incremental,

00:01:28.463 --> 00:01:30.299
because the change
management that is required

00:01:30.299 --> 00:01:32.843
to get these things done
is pretty substantial.

00:01:32.843 --> 00:01:37.347
So you need to be imaginative
and set a very high target.

00:01:37.347 --> 00:01:38.432
And the third one,

00:01:38.432 --> 00:01:41.602
they understand that this is
about operating model change.

00:01:41.602 --> 00:01:43.687
Agentic solutions in order to work,

00:01:43.687 --> 00:01:48.025
they need real-time data,
a clean API environment,

00:01:48.025 --> 00:01:50.778
they need modular processes.

00:01:50.778 --> 00:01:52.488
These are things that
many companies don't have,

00:01:52.488 --> 00:01:54.865
especially those with a long legacy.

00:01:54.865 --> 00:01:56.867
And when they approach it right,

00:01:56.867 --> 00:01:59.036
they hold this into consideration.

00:01:59.036 --> 00:02:01.372
What should leaders
across sales and services

00:02:01.372 --> 00:02:04.792
be doing to advance agentic capabilities?

00:02:04.792 --> 00:02:08.253
The first thing is, put a
target and be ambitious.

00:02:08.253 --> 00:02:10.381
Agentic AI is a horizontal, and basically

00:02:10.381 --> 00:02:12.841
you need to basically pick
either sales or service

00:02:12.841 --> 00:02:15.177
and fully reimagine how you can actually

00:02:15.177 --> 00:02:17.221
serve and engage with your customers

00:02:17.221 --> 00:02:19.265
and basically deploy AI at the core of it

00:02:19.265 --> 00:02:21.517
to deliver impact at scale.

00:02:21.517 --> 00:02:22.726
Let me add one thing.

00:02:23.852 --> 00:02:25.980
It's very important to
get the incentives right,

00:02:25.980 --> 00:02:27.231
to drive the change management

00:02:27.231 --> 00:02:28.649
that's needed in the organization.

00:02:28.649 --> 00:02:29.650
I'll give you an example.

00:02:29.650 --> 00:02:31.318
If you are on a sales team

00:02:31.318 --> 00:02:33.362
that is rewarded on activities,

00:02:33.362 --> 00:02:36.991
you're not going to likely
pick up agentic solutions

00:02:36.991 --> 00:02:39.577
because the reduced amount
of activities you can drive.

00:02:39.577 --> 00:02:41.078
So you need to be rewarded
on the outcoming side.

00:02:41.078 --> 00:02:42.538
Fede and Nacho,

00:02:42.538 --> 00:02:44.039
thank you so much for your time.

00:02:44.039 --> 00:02:45.332
Of course, thank you.