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Agentic AI – The Next Evolution of CX In the very first episode of The CX Breakroom (EMEA), host Kim Johal sits down with Krešo Žmak (Chief Innovation Officer, Infobip) and Ben Lewis (VP of Marketing and Growth, Infobip) to unpack one of the most talked-about shifts in customer experience
Time: 28:35
In the very first episode of The CX Breakroom (EMEA), host Kim Johal sits down with Krešo Žmak (Chief Innovation Officer, Infobip) and Ben Lewis (VP of Marketing and Growth, Infobip) to unpack one of the most talked-about shifts in customer experience today: Agentic AI.
From the early days of branch offices and websites to today’s world of messaging apps and AI-powered conversations, customer communication has evolved dramatically. But with generative AI and autonomous agents now entering the mix, the pace of change is accelerating faster than ever.
The discussion explores how AI agents are transforming customer journeys, enabling hyper-personalised interactions, real-time decision making, and seamless experiences across channels. Krešo and Ben break down what makes agentic AI different from traditional chatbots, why data and orchestration are the real challenges for businesses, and how organisations can begin experimenting safely while keeping human oversight in place.
They also explore the future of CX, where multi-agent systems, proactive customer support, and agent-to-agent communication could redefine how brands engage with their customers.
Whether you're a CX leader, marketer, or technology strategist, this episode offers a practical look at what the next evolution of AI-powered customer experience really means for businesses today.
Chapters:00:00 – Introduction from Kim
01:08 – The evolution of customer communication: from branches to apps
03:04 – Why brands must meet customers on their channel of choice
04:59 – The AI acceleration and why businesses need to adapt faster
08:33 – The forces driving AI adoption in CX
11:24 – From chatbots to generative AI and agentic systems
13:12 – Multi-agent systems and real-time orchestration
15:02 – Hyper-personalisation and proactive customer experience
18:55 – The shift from campaign marketing to intent-driven engagement
20:33 – What the next 18–24 months could look like for CX leaders
27:18 – What should (and shouldn’t) be automated in the AI era
Connect with our guests:Krešo Zmak – Chief Innovation Officer, Infobip
Ben Lewis – VP Marketing and Growth, Infobip
Kim Johal – Host of The CX Breakroom and Senior Sales Manager at Infobip
Learn more about Infobip:🌐 Website: https://www.infobip.com
🔗 LinkedIn: https://www.linkedin.com/company/infobip/
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Subscribe and join us each month in the breakroom as we continue to unpack the big shifts shaping customer experience across EMEA, one conversation at a time.
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Release Date: 10/03/2026, 11:31:00
