Insights
Perspectives from the front lines of enterprise change.
Research, points of view and case notes from our engagements with global enterprises. Written by our consultants and faculty.
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Agentic AI vs. Generative AI: Understanding the Shift from Assistants to Actors
'AI helped me write this' is generative AI. 'AI booked the meeting, updated the CRM, and followed up with the client' is agentic AI. The shift from assistant to actor changes everything about how it needs to be managed.
Read the pieceDesigning Human-in-the-Loop Governance for Autonomous Agents
'Human in the loop' sounds like a solved problem until you ask exactly where in the loop the human needs to be — and how many loops an agent can run before that human even notices.
Read the pieceThe Rise of the AI Workforce: Preparing Employees to Manage Agents
Somewhere in most enterprises today, an employee is about to become a manager for the first time — not of a person, but of an AI agent. Almost none of them have been trained for that.
Read the pieceAgentic AI in Customer Success: Autonomous Issue Resolution at Scale
A customer's billing issue gets diagnosed, resolved, and confirmed — all before a human support agent ever sees the ticket. That's not a future scenario; it's already live in several enterprise deployments.
Read the pieceRisk and Compliance Frameworks for Multi-Agent Systems
One agent is hard enough to govern. Multiple agents coordinating with each other, each capable of triggering the next one's actions, multiply the ways a small error can cascade before anyone notices.
Read the pieceFrom Copilots to Coworkers: Redesigning Org Charts Around AI Agents
An org chart used to answer one question: who does what. Now enterprises are quietly redrawing it to answer a second question they never had to ask before — which parts of 'who' are an agent.
Read the pieceBuilding Trust in Autonomous Decision-Making Systems
Employees won't use an agentic system they don't trust, no matter how capable it is. And trust, once broken by a bad early experience, is far harder to rebuild than it was to establish.
Read the pieceAgentic AI Use Cases in Talent Acquisition and Onboarding
A candidate can now be sourced, screened, scheduled, and partially onboarded by an agentic system before a recruiter has spent more than a few minutes on the requisition. The question is where that automation should stop.
Read the pieceThe New Skill Stack: What Employees Need to Work Alongside AI Agents
Technical AI literacy is necessary but nowhere near sufficient. The employees getting the most value from agentic AI have a different, less obvious skill stack.
Read the pieceMeasuring ROI on Agentic AI Deployments
Most enterprises can point to an agentic AI pilot. Far fewer can point to a number that proves it was worth the investment.
Read the pieceOrchestration Layers: How Enterprises Are Managing Fleets of AI Agents
Ten agents each doing one thing well is manageable. A hundred agents, several of them dependent on each other's output, is a coordination problem most enterprises haven't solved yet.
Read the pieceAgentic AI and the Future of Knowledge Work
Knowledge work was long considered the safest category from automation, precisely because it required judgment. Agentic AI is now reaching directly into that territory, and knowledge workers are noticing.
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