#713: Agentic AI that improves the customer experience, with Manisha Powar, Qualtrics

The Agile Brand with Greg Kihlstrom

The Agile Brand

Business, Marketing

5 • 2.7K Ratings

🗓️ 1 August 2025

⏱️ 24 minutes

🔗️ Recording | iTunes | RSS

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Summary

Agility requires more than just speed—it demands relevance and empathy, especially when AI is stepping in to play a bigger role in the customer experience. What if the problem isn’t that AI moves too slowly—but that it moves without context, without empathy, and without earning trust?Today we’re going to talk about how Agentic AI is changing that—offering a way to transform experience management from reactive to proactive, and from transactional to genuinely helpful. To help me discuss this topic, I’d like to welcome Manisha Powar, VP, Head of Product, Customer Experience Suite at Qualtrics. About Manisha Powar Manisha Powar is a product and business leader specialized in building B2B Enterprise SaaS Products. Passionate about incubating new products and expanding mature products into new markets/use cases. 15+ years of experience in building, growing and scaling teams of high performers to drive innovation and deliver high quality results through data-driven decision making and scrappy execution. Strong leadership track record in delivering strategies to enter new markets that have led to a billion-dollar acquisition and building out global teams to win. Manisha Powar on LinkedIn: https://www.linkedin.com/in/pmanisha/ Resources Qualtrics: https://www.qualtrics.com https://www.qualtrics.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Transcript

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0:00.0	The Agile brand.
0:03.0	Welcome to Season 7 of the Agile brand, where we discuss the trends and topics marketing leaders need to know.
0:15.0	Stay curious, stay agile, and join the top enterprise brands and MARTEC platforms as we explore marketing technology, AI, e-commerce, and join the top enterprise brands and Martec platforms as we explore marketing technology,
0:23.1	AI, e-commerce, and whatever's next for the Omnichannel customer experience.
0:27.9	Together we'll discover what it takes to create an agile brand, built for today and tomorrow,
0:32.1	and built for customers, employees, and continued business growth. I'm your host, Greg Kilstrom, advising Fortune 1000 brands on Martec, AI, and marketing operations.
0:43.3	The Agile Brand Podcast is brought to you by Tech Systems, an industry leader in full-stack technology services,
0:49.3	talent services, and real-world application. For more information, go to teK systems.com.
0:56.1	To make sure you always get the latest episodes, please hit subscribe on the app you listen to
1:00.1	podcasts on, and leave us a rating so others can find us as well. And now on to the show.
1:07.7	Agility requires more than just speed. It demands relevance and empathy, especially when
1:12.6	AI is stepping in to play a bigger role in the customer experience. What if the problem isn't
1:17.9	that AI moves too slowly, but that it moves without context, without empathy, and without earning
1:23.6	trust? Today we're going to talk about howenic AI is changing that, offering a way to
1:29.1	transform experience management from reactive to proactive and from transactional to genuinely helpful.
1:36.4	Tell me to discuss this topic. I'd like to welcome Manisha Poar, VP head of product customer
1:41.8	experience suite at Qualtrix. Manisha, welcome to the show.
1:45.4	Well, thank you, Greg.
1:46.4	Thanks for having me on the show.
1:47.9	Yeah, looking forward to talking about this with you.
1:49.8	Definitely, you know, agentic, definitely top of mind.
1:53.0	But I think the connection here with really, you know, how does it impact and improve the customer
	...

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