In this webinar, Hande Çilingir, the CEO and Co-Founder of Insider One, and Rusty Warner, VP, Principal Analyst at Forrester, discuss how agentic AI is transforming customer engagement from a marketer-assisted process into an autonomous operating model.

The conversation focuses on the evolution of AI from predictive and generative systems to agentic AI, systems capable of making decisions, executing workflows, and optimizing customer experiences with minimal human intervention. According to the speakers, the defining characteristic of agentic AI is autonomy. Marketers define strategy and guardrails, while AI agents manage execution across audiences, content, channels, and customer journeys.

The webinar highlights that although many enterprises are investing heavily in AI, most organizations still struggle to generate measurable ROI because they remain stuck in experimentation phases and continue treating AI as a tool instead of foundational infrastructure. Rusty Warner argues that brands succeeding with AI will be those willing to redesign workflows, governance, and customer engagement strategies around AI-native operations.

The discussion also explores how consumer behavior is changing, with conversational platforms like ChatGPT and WhatsApp becoming new discovery and conversion channels. In response, Insider One showcases its “Agent One” ecosystem, including AI-powered shopping, support, and insights agents designed to deliver real-time personalization, autonomous customer support, and continuous campaign optimization.

A major theme throughout the webinar is the rise of “always-on marketing,” where AI systems continuously adapt engagement strategies in real time based on customer behavior and intent signals. Both speakers emphasize that the next 18 to 24 months will be critical, as brands that operationalize agentic AI at scale will build lasting advantages in loyalty, efficiency, and revenue generation, while slower adopters risk falling behind.

You can find the full webinar script below, featuring insights from Hande Çilingir and Rusty Warner on how agentic AI is reshaping customer engagement, marketing operations, and the future of autonomous customer experiences.