Genesys Casual

Interesting question, Samia. I wonder if the fourth bet will be orchestration.

The first three waves were largely about where work happens, how consistently it happens, and what can be automated. With Agentic AI, the question may increasingly become: who or what is best placed to perform each task - a human, an AI agent, automation, or a combination of them?

That also makes governance increasingly important. Organisations will need clear boundaries around what AI agents are authorised to do, what data and systems they can access, and when human oversight or approval is required, particularly for higher-risk or consequential decisions.

So perhaps the next operating model is less about global vs local, and more about effectively orchestrating humans + AI + automation, with the right level of human oversight and governance around it.

Thanks four your quick response. I agree. Orchestration is the right next step. Your point is spot on. I think it is what we call a shift in paradigm.... no?

Interesting question, Samia. I wonder if the fourth bet will be orchestration.

The first three waves were largely about where work happens, how consistently it happens, and what can be automated. With Agentic AI, the question may increasingly become: who or what is best placed to perform each task - a human, an AI agent, automation, or a combination of them?

That also makes governance increasingly important. Organisations will need clear boundaries around what AI agents are authorised to do, what data and systems they can access, and when human oversight or approval is required, particularly for higher-risk or consequential decisions.

So perhaps the next operating model is less about global vs local, and more about effectively orchestrating humans + AI + automation, with the right level of human oversight and governance around it.