Oana Cheta
McKinsey partner who leads journey and agentic AI in service operations in North America, driving innovation and transformation in how businesses integrate AI into operations.
Best podcasts with Oana Cheta
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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.
