Introduction
Welcome back to Laboratory, the weekly dispatch where we dissect tomorrow’s tech and wire it into today’s reality. This edition plunges into the agentic revolution in customer experience—those autonomous AI systems that don’t just answer queries but seize the controls of complex, high‑stakes journeys. Drawing on fresh insights from the latest MIT Technology Review × EY report, we’ll explore:
Autopilot for Complexity — How agentic AI jumps the fence from chatbots to decision‑makers, guiding patients, borrowers, and investors through the thorniest “last‑mile” moments.
Trust Triage — Why privacy, transparency, and consent are the new three‑point seatbelt for AI, and the playbook leaders use to buckle customers in securely.
Regulation as Rocket Fuel — Counter‑intuitive truth: strict rules can actually accelerate innovation. See how banks, insurers, and pharma giants turn compliance muscle into a launchpad.
Strap in as we unpack these pillars—showing designers, operators, and forward‑looking investors how agentic AI could redraw the CX landscape, turning call‑center drudgery into a symphony of personalized, always‑on guidance.
