Building trust and scaling Agentic AI

In this episode, HFS Research’s Dana Daher is joined by Genpact’s Ajay Vasal to unpack insights from a new study of over 500 enterprise leaders on what it really takes to scale agentic AI.

You can listen above or watch this HFS Videocast here:

While most organizations believe the technology is ready, very few are prepared to let AI act autonomously. The conversation explores why this is not a technology challenge, but an operating model shift that requires rethinking processes, governance, and decision-making at a fundamental level.

Drawing from real-world experience, Ajay shares how enterprises can move beyond pilots and unlock value by redesigning workflows for AI, establishing accountability, and shifting how success is measured. This is a practical discussion on what separates AI ambition from execution.

What you’ll learn

• Why scaling agentic AI is an operating model challenge, not a technology one
• The gap between AI ambition and enterprise readiness
• How to redesign processes for autonomous execution
• What governance and accountability look like in an AI-driven environment
• Why productivity alone is not the right way to measure AI success
• How leading enterprises are moving from pilots to real business impact

Key takeaways

• Most enterprises trust AI to recommend, but not to act
• AI cannot be layered onto processes designed for humans
• Process redesign is critical to unlocking AI value
• Governance and decision ownership must be clearly defined
• Measuring AI through productivity alone limits its true potential
• Organizations that treat AI as a business transformation will scale faster

Also, read the associated Market Impact Report titled “Autonomy requires trust in AI”, here.

You can also listen on:

• Apple Podcasts
• Spotify