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Deploying Agents Successfully | The Road to Service as Software
January 12, 2026
George Gilbert sits down with Pratik Desai, Head of Applied AI, ListEngage / TCS. Enterprise adoption of agents faces a triple challenge: Large organizations must navigate not only a data unification problem but also an organizational alignment problem where different departments optimize for conflicting KPIs (like marketing optimizing click-throughs while returns spike elsewhere). Bottom-up adoption through workflow-level champions works better than top-down mandates in these environments. Commercial companies have a structural advantage: Smaller, often di... Read more
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