Keywords
AI, agentic AI, Work Fusion, RPA, intelligent automation, compliance, machine learning, LLMs, automation, enterprise technology

Episode Summary
Agentic AI dominated industry conversation in 2025. But in 2026, enterprise leaders are asking a harder question: How do we deploy AI agents safely, accurately, and in production environments?
In this episode, Maribel Lopez speaks with Peter Cousins, CTO of WorkFusion a UiPath company, about how AI agents evolved from RPA and intelligent automation into production-ready “digital workers.” The discussion focuses on regulated industries, where explainability, auditability, and risk controls matter as much as automation gains.
Rather than hype, this conversation explores what it takes to operationalize AI agents: governance frameworks, confidence thresholds, human oversight, and model risk management.

Sound Bites

• "2025 was the big agentic AI year."
• "You can't just throw it in and it's good to go."
• "It's been great talking to you."

Chapters

00:00
Introduction to Agentic AI and Work Fusion

02:00
Transitioning from RPA to AI Agents

04:38
Operationalizing AI Agents in Business

09:21
Navigating the Hype of Agentic AI

12:04
The Role of LLMs in Regulated Environments

14:47
Multi-Agent Orchestration and Collaboration

17:21
Improving AI Agents through Learning

21:01
The Importance of Non-Human Identity in AI

24:06
Closing Thoughts on Adopting Agentic AI

The National Retail Federation Show highlighted that Agentic Commerce is the new buzzword for 2026. But before you rewrite your roadmap, let's talk reality.
Julie Ask and Maribel Lopez are discussing:

What actually has to happen before agents can buy things for consumers
Why 85% of retail is still offline (and what that means for AI commerce)
The payments protocol wars: Google/Shopify vs. OpenAI/Stripe/PayPal
Where to actually invest your AI budget in customer experience

Spoiler: The "auto-magic" future isn't here yet. But the opportunities in between?
#AgenticAI #RetailInnovation #CommerceAI #NRF2026

Agentic AI is emerging as the next evolution of artificial intelligence in customer experience (CX), moving beyond chatbots to systems that can take real action on behalf of customers. In this episode of AI with Maribel Lopez, Maribel Lopez speaks with Jarrod Johnson, Chief Customer Officer at TaskUs, about how enterprises are actually deploying AI in customer experience today. The conversation covers real-world CX use cases, where AI delivers measurable ROI, why data and process design remain the biggest bottlenecks, and how organizations should manage risk, governance, and human handoffs as agentic AI scales. This episode is designed for enterprise leaders evaluating AI strategies for customer experience transformation.

Bio: Jarrod Johnson, Chief Customer Officer, TaskUs
Jarrod Johnson is the Chief Customer Officer of TaskUs. He is responsible for TaskUs' go-to-market strategy and execution across all client-facing and market-facing functions. Jarrod leads the "Client Organization" at TaskUs, including client success, sales, product and service management, and TaskUs’ consulting function, which includes the Agentic AI Consulting Practice. Jarrod is responsible for all aspects of revenue management and growth for TaskUs. He brings over 20 years of experience in enterprise technology-enabled services and business management.

Show notes
00:00 – AI in Customer Experience (CX): What This Episode Covers

01:31 – What a Chief Customer Officer Does in AI-Driven Customer Experience

03:46 – Top Customer Experience (CX) Bottlenecks Blocking AI Adoption

05:56 – Chatbots vs. Agentic AI: What’s the Difference in Customer Experience?

09:31 – How to Start with Agentic AI in Customer Experience (Real ROI Use Cases)

12:46 – When AI Should Hand Off to Humans in Customer Experience

15:41 – AI in Customer Experience: Cost Reduction vs. Revenue Growth

18:21 – Voice AI in Customer Service: Why It Finally Works

22:01 – AI Guardrails, Safety, and Brand Risk in Customer Experience

26:31 – Measuring AI-Driven Customer Experience (CX Metrics That Matter)

29:46 – AI for Customer Experience: Market Fragmentation and Vendor Landscape

33:46 – Agentic AI Pitfalls to Avoid in Customer Experience Transformation