Masterclass: Agentic AI in Service Experience| Dr M. Zaki

How will agentic, goal-driven AI systems transform the future of service experience? In this expert-led masterclass, Mohamed Zaki, Deputy Director of the Cambridge Service Alliance, explores how agentic AI is reshaping service design, delivery and customer experience across industries. Hosted by University of Cambridge Online, the session examines what makes AI systems “agentic”, how they differ from traditional automation, and why they represent a fundamental shift in how organizations create value through services. Drawing on real-world examples, academic research and applied frameworks, Professor Zaki discusses: What agentic AI is and how it works How goal-driven AI systems improve service experience Practical use cases across sectors Strategic considerations for leaders adopting AI in services This masterclass is designed for professionals, leaders and decision-makers interested in AI, digital transformation, service innovation and customer experience. 📌 Learn more about executive education and online courses from the University of Cambridge: https://advanceonline.cam.ac.uk #AgenticAI #ArtificialIntelligence #ServiceExperience #CustomerExperience #DigitalTransformation #CambridgeOnline #AIinBusiness