Let’s look at the next chapter of AI—agentic AI, and how it could unlock the next generation of operational excellence and productivity in service operations. We dig into the high stakes of continued investment in digital transformation and the potential payoffs. We discuss collaborations between the chief information officer (CIO) and COO, and how thoughtful talent strategies can set organizations up for continued digital success. In this episode of McKinsey Talks Operations, McKinsey’s Christian Johnson talks to Malte Kosub, the cofounder and CEO of Parloa, an agentic AI platform that helps customer-centric enterprises build and manage millions of AI agents for customer support and communication. Joining them are Oana Cheta, a partner in McKinsey’s Chicago office who leads generative AI and agentic AI in service operations in North America, and Brian Blackader, a partner in McKinsey’s Düsseldorf office who spends much of his time working with service providers in the customer service space.
