Eric Buesing

Partner at McKinsey & Company and global head of the customer operations practice, advising executives on AI maturity, customer-care transformation, and operational scaling.

Best podcasts with Eric Buesing

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Dec 17, 2025 • 24min

Beyond the bot: building empathetic customer experiences with agentic AI

Eric Buesing, a Partner at McKinsey & Company, and Gadi Shamia, CEO of Replicant, explore the transformative power of agentic AI in customer care. They discuss how AI can evolve from basic bots to empathetic agents that handle complex interactions. Key insights include the importance of UX design for customer acceptance and the need for robust organizational changes to scale automation. The duo also highlights a successful DoorDash pilot, showcasing measurable goals and impressive automation rates. Discover how AI can reshape human roles in contact centers!

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