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Embracing Legacy Transformation: The Role of Agentic AI
As companies strive to adapt to an ever-changing digital landscape, the concept of legacy transformation is gaining momentum. Emerging technologies, particularly agentic AI, play a critical role in this shift, providing organizations the tools they need to remain competitive. In an exclusive interview with industry expert Don Schuerman from Pega, we delve into these transformative strategies and their implications for business practices today.
Understanding Agentic AI: A New Paradigm
Agentic AI signifies a significant shift in the capabilities of technology—serving as an extension of human decision-making rather than just a set of automated responses. Schuerman emphasizes that organizations must harness the power of this technology to enhance problem-solving and communication within their teams. By integrating agentic AI, businesses can ensure that their customer interactions are not only effective but also enriched with empathy and active listening—two crucial interpersonal skills outlined by industry leaders.
The Importance of Cultural Adaptation in Transformation
Embracing new technologies isn’t just about the tools themselves, but also about how they fit within the company culture. “Adaptability and teamwork are at the foundation of successful legacy transformation,” Schuerman notes. Organizations must prioritize training that enhances their employees' interpersonal skills, building a workforce that's not only technically proficient but also capable of thriving in collaborative environments.
Conflict Resolution as a Key Skill in the AI Era
With increasing automation, the likelihood of encountering technical and human issues grows, making conflict resolution skills essential. In the transition phase, employees must be equipped to handle system errors and customer concerns with finesse. Schuerman argues that emphasizing skills like patience, organization, and service recovery within training programs can encourage a proactive approach to problem-solving.
Measuring Success: Customer Satisfaction and Employee Engagement
At the heart of any legacy transformation is the goal of enhancing customer satisfaction. The effective deployment of agentic AI has been linked to improved metrics such as Net Promoter Score (NPS) and Average Handling Time (AHT), both of which are critical for gauging customer engagement. Schuerman stresses, “Fostering a customer-focused service approach enhances employee satisfaction, creating a positive feedback loop that powers both team spirit and client loyalty.”
Next Steps: Implementing Effective Change Management
For organizations seeking to integrate agentic AI into their legacy systems, Schuerman offers practical insights. Starting with a detailed assessment of current business processes is crucial. This includes understanding inventory management needs, customer interaction touchpoints, and sales processes. By aligning agentic AI capabilities with specific business strategies, companies can optimize their changes, ensuring that they’re not simply adopting new tools but are transforming their cultures and operations for the better.
Looking Ahead: The Future of Work with Agentic AI
The digitization of workplaces shows no signs of slowing down, and organizations must prepare to adapt continuously. Schuerman predicts that as AI technologies evolve, they will lead to even more significant changes in customer engagement and operational efficiency. “Businesses that embrace these technologies with a focus on their people will be best positioned for success,” he concludes, underscoring the need for leadership that promotes continuous learning and innovation.
In today's fast-paced environment, the intersection of technology and human-centered practices defines successful businesses. Understanding and implementing agentic AI is not just a tactical adjustment; it’s an essential strategic move towards thriving in the future of work.
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