Brian Blackader
McKinsey partner based in Dusseldorf who works with service providers and users in customer service and contact centers, focusing on operationalizing AI and improving customer experience.
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Apr 25, 2025 • 25min
The future of customer experience: Embracing agentic AI
Brian Blackader, McKinsey partner improving contact centers; Oana Cheta, McKinsey leader in journey and agentic AI; Malte Kosub, CEO of Parloa building goal-driven AI agents. They discuss the rise of agentic AI beyond generative models. They cover infrastructure and orchestration needs, real-world scaling vs pilots, measuring impact on service metrics, CIO–COO alignment, and the future of personal AI agents.
