Agentic AI represents the biggest leap forward in customer operations since cloud computing. But deploying it requires more than enthusiasm, it demands readiness across data, teams, workflows, and governance. This keynote breaks down what leaders must have in place before introducing agentic AI into their support environment. We’ll cover: - How to audit your current systems for agentic AI compatibility - The critical workflows that benefit most from autonomous agents - The training, role redesign, and change management support teams need - Designing guardrails, fail-safes, and exception pathways - How early adopters are piloting agentic capabilities without risking customer experience This is a grounded, reality-based session for leaders who want to prepare their organization to use agentic AI responsibly, safely, and effectively.