Summary Bullets:

• Cloud will have a role in the AI journey, bit no longer the destination. The world will be hybrid, and multi-vendor.

• Agentic AI manifests from this new platform but will be double-edged sword. Autonomy is proportionate to risk. Any solution that goes to production needs governance.

The AI triathlon is underway. A year ago the race was about the size of the GenAI large language model (LLM). Today, it is the number AI agents connecting to internal systems to automate workflows, moving to the overall level of preparedness for the agentic enterprise. The latter seems about giving much higher levels of autonomy to AI agents to set own goals, self-learn and make decisions, possibly manage other agents from other vendors, that impact customers (e.g., approving home loans, dispute resolution, etc.). This, in turn, influences NPS, C-SAT, customer advocacy, compliance, and countless other metrics. It also raises many other legitimate legal, ethical, and regulatory concerns.

Continue reading “IBM Think on Tour Singapore 2025: An Agentic Enterprise Comes Down to Tech, Infrastructure, Orchestration, and Optionality” →