In this episode of The Visionary’s Guide to the Digital Future, we sit down with Eric Matisoff, Adobe’s Global Evangelist for Data & AI, and Ervin Jagatić, Product Director and owner for all things AI at Infobip to explore how Agentic AI is transforming customer experience orchestration.

From orchestrating billions of conversations across channels to making real-time, autonomous decisions about when, how, and why to engage, Agentic AI represents the next leap forward in CX. Everyone is trying to get their arms around it and adopt it as fast as they can within the context of responsible and ethical concerns.

We’ll unpack how Adobe’s data and decisioning capabilities combine with Infobip’s global communications reach to create customer experiences that are not only personalized but adaptive, predictive, and self-optimizing.

Both companies have launched Agentic AI solutions and when put together, there are synergies that you can use to create winning customer experiences.

You’ll hear:

1. How are platform companies thinking about Agentic AI and what questions CX professionals should be using to evaluate which Agentic AI solution to leverage among all of their vendors

2. Real examples of data-driven orchestration where AI agents are shaping journeys across messaging, apps, and beyond.

3. The role of data and decisioning engines in enabling personalized, adaptive customer experiences.

4. How MCP (Model Context Protocol) acts as the middleware for Agentic AI, connecting models to enterprise systems and allowing agents to take secure, contextual actions.

5. Lessons from early, global deployments and what enterprises can learn as telco and platform readiness now makes these innovations possible.

6. What are the risks, ethics and upside and how to balance each while adopting AI-driven customer-experience orchestration.

7. Why Agentic AI is more than chatbots, and how it sets the stage for autonomous CX that is proactive, predictive, and human-centric.

QUOTES

“Keep these two words in your hip pocket: identity and intent, they form the basis for customer experience and the data that you’ll need.” — Paul Lima Host, The Visionary’s Guide to the Digital Future (08:55 )

“Value Creation is a function of relationship fidelity.” — Paul Lima, (23:43)

“The future of customer experience is conversational, not interface-driven.” — Ervin Jagatić, Infobip (55:49)

“Every customer should have their own representative — even if that representative is an AI agent.” — Ervin Jagatić, Infobip (57:57)

"In the future, all of us will have personal banking agents, it won’t just be for the wealthy.” — Ervin Jagatić, Infobip (58:31)

“If you haven’t documented it, you can’t digitize it.” — Paul Lima, Host (01:04:41)

“Human-in-the-loop isn’t optional. It’s how AI stays safe, compliant, and trustworthy.” — Ervin Jagatić, Infobip (01:43:30 )

“Consumers are already there. They’re using AI. Our job is to meet them there — or we get left behind.” — Eric Matisoff, Adobe (01:45:00)

➡️ Check out our website

🎧 Follow our podcast

Share your feedback with us and follow us on social media:

👉 YouTube

👉 LinkedIn

📧 Email me at paul@digitalfuturepodcast.com