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Increasing organisational outcomes, with the help of agentic AI, is first and foremost a cultural challenge. In this joint session, Barbara Arnst and Benjamin Geens share their case studies on introducing AI agents at work, and why the hardest challenges aren’t technical.

These are real-life case studies of change: a knowledge platform build-out (small-scale) and an enterprise-wide initiative (large-scale) at Telenet. The problems that emerge in small AI experiments are the same ones that arise with transformation at scale.

* Tacit knowledge limits AI, if it’s not made explicit, agents simply can’t use it * Change outpaces adoption, with organisations unable to absorb the speed of progress This session goes beyond the hype, sharing what worked, what broke, and what’s still unresolved.