In the very first episode of The CX Breakroom (EMEA), host Kim Johal sits down with Krešo Žmak (Chief Innovation Officer, Infobip) and Ben Lewis (VP of Marketing and Growth, Infobip) to unpack one of the most talked-about shifts in customer experience today: Agentic AI.

From the early days of branch offices and websites to today’s world of messaging apps and AI-powered conversations, customer communication has evolved dramatically. But with generative AI and autonomous agents now entering the mix, the pace of change is accelerating faster than ever.

The discussion explores how AI agents are transforming customer journeys, enabling hyper-personalised interactions, real-time decision making, and seamless experiences across channels. Krešo and Ben break down what makes agentic AI different from traditional chatbots, why data and orchestration are the real challenges for businesses, and how organisations can begin experimenting safely while keeping human oversight in place.

They also explore the future of CX, where multi-agent systems, proactive customer support, and agent-to-agent communication could redefine how brands engage with their customers.

Whether you're a CX leader, marketer, or technology strategist, this episode offers a practical look at what the next evolution of AI-powered customer experience really means for businesses today.

00:00 – Introduction from Kim

01:08 – The evolution of customer communication: from branches to apps

03:04 – Why brands must meet customers on their channel of choice

04:59 – The AI acceleration and why businesses need to adapt faster

08:33 – The forces driving AI adoption in CX

11:24 – From chatbots to generative AI and agentic systems

13:12 – Multi-agent systems and real-time orchestration

15:02 – Hyper-personalisation and proactive customer experience

18:55 – The shift from campaign marketing to intent-driven engagement

20:33 – What the next 18–24 months could look like for CX leaders

27:18 – What should (and shouldn’t) be automated in the AI era

Krešo Zmak – Chief Innovation Officer, Infobip

Ben Lewis – VP Marketing and Growth, Infobip

Kim Johal – Host of The CX Breakroom and Senior Sales Manager at Infobip

🌐 Website: https://www.infobip.com

🔗 LinkedIn: https://www.linkedin.com/company/infobip/

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Welcome to the CX Breakroom, Infobip’s podcast where we step away from the slides and talk about what’s really changing in customer experience.

Each month our host, Kim Johal, sits down with industry leaders from across Europe, Africa and the Middle East, to unpack the big shifts shaping the industry, from agentic AI to the realities of running modern customer engagement.

If you want real‑world conversations about everything CX, subscribe to join us in the breakroom for your monthly CX reset.