Throwing agentic Al at every customer interaction burns credits, compute, and can deliver worse outcomes. The highest-performing CX programs deploy a spectrum: automation for defined tasks, generative Al for content, and true agentic Al where goal-driven resolution actually changes results. Inbenta CMO Matt Thompson defines what agentic really means, the use cases where it moves the needle, and the framework to focus on for CX success.

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‍Speaker:

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‍Matt Thompson is the Chief Marketing Officer at Inbenta, where he leads global marketing strategy, brand, and go-to-market execution. He measures marketing by the pipeline it creates, and has built his mandate around driving marketing-influenced growth across North America and connecting enterprise customer experience buyers to Inbenta Encore.With over 15 years of senior leadership experience, Matt has scaled marketing organizations across AI, SaaS, and software — spanning AI legal tech, video streaming, CPaaS, mobile, and IoT. He has a track record of building marketing teams from the ground up and positioning mid-market challengers to outpace larger, better-funded incumbents.A strategic storyteller with an MBA from the University of Georgia and a background in philosophy, Matt helps people and businesses find the narrative underneath the strategy. He is based in Seattle.