Episode
How PwC is Helping Companies Prepare for a World Where AI Agents Become Customer
- Podcast
- Tech Talks Daily
- Published
- Jul 16, 2026
- Duration seconds
- 1330
- Processing state
not_requested- Canonical source
- https://techtalksnetwork.com/
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Summary
What happens when your next customer is represented by an AI agent that can research products, compare prices, evaluate suppliers, negotiate terms, and make purchasing decisions? In this episode of Tech Talks Daily, I speak with Ian Kahn, Partner and Customer and Commercial Excellence Platform Leader at PwC, about the rise of the Intelligent Customer Edge and why companies need to rethink how they sell, market, price, serve customers, and compete as artificial intelligence changes the buying process. Much of the enterprise AI conversation has focused on helping employees become more productive. Ian argues that this overlooks a much bigger change already taking place. Customers are using AI to research products, compare alternatives, evaluate pricing, and make decisions. In some consumer and business markets, AI agents are already being given permission to make routine purchases. Companies are no longer selling only to people. They increasingly need to serve customers whose AI agents expect accurate product information, transparent pricing, availability, service history, and performance data that can be discovered, verified, and understood by machines. This creates a serious problem for companies operating with fragmented front offices. Marketing, sales, pricing, commerce, and customer service have traditionally operated as separate functions, each with its own technology, data, processes, incentives, and performance measures. Customers do not experience companies through those internal structures. They expect consistent information and relevant experiences across the entire relationship. Ian explains why adding AI to each department independently will not solve this problem. Companies risk making existing processes faster without improving the customer experience or bu…