Data and AI
Kyndryl launches new agentic AI services to support agentic-driven workforce strategy development and customer experience
Press release
13 Nov. 2025
Agentic AI is poised to transform how enterprises operate, engage customers and grow. But are organizations ready for this change? It turns out that a big part of being ready for agentic AI is about being people-ready.
The Kyndryl 2025 People Readiness Report revealed that only a small subset of organizations had deployed AI for business growth—and this group is three times more likely than others to report a fully implemented AI change management strategy. It’s true that most business leaders see enormous change coming: 87% believe AI will completely reshape jobs in the next year, according to new research from Kyndryl, but only 29% feel their workforce is ready to successfully leverage the technology.
The future of work is not AI versus people — it is AI agents collaborating with people who will define and engineer progress. With more than 100 workplace awards received, Kyndryl has implemented a culture and system that readies people and businesses for continuous change.
Organizations that move fast to bring their employees and customers along the journey will gain the most from their AI investments. In other words, much of the hope for AI will not be achieved without focusing on people.
Here, Kyndryl Vital Global Lead Khaliq Khan and Kyndryl Organizational Change Lead Victoria Pelletier offer insights on the intentional experience design, change management and workforce strategies required for seizing the opportunities of agentic AI.
What should organizations anticipate as they implement agentic AI?
Victoria Pelletier: Most organizations are underestimating agentic AI’s impact on job roles, skilling and business processes. It will rapidly reshape job roles, ways of working, how organizations are structured, and how they compete for and engage customers. Enterprises can either let these things happen to them, or they can proactively, intentionally plan for and design them.
The full value from AI cannot be unlocked by technology alone. Organizations need to focus on and commit to people-readiness, with intentional strategies for workforce transformation, business process redesign, and experience design.
While focusing on algorithms, technology and data is necessary, it’s critical to focus as much or even greater attention on your people and your business processes to make agentic AI investments successful.
What role does user experience play in agentic AI adoption?
Khaliq Khan: Organizations win or lose talent and customers based on the experiences they deliver — this will only intensify in the AI era. Experience is the new competitive frontier, and agentic AI-powered user interfaces (UI) are redefining how brands connect with people. In the end, people remember a brand for the experience it enables, not the technology it deploys.
Agentic AI has the power to amplify digital interactions — making them more effective, empathic, efficient, evolutionary, and deeply personalized. It can transform systems from tools into collaborators, facilitating interactions that feel intuitive, responsive, and human.
While technologists may marvel at the sophistication of the system, users care about one thing — how effortlessly a given technology understands and helps them. And a good experience will fuel greater adoption: the easier, more useful, and more delightful the interaction, the faster people — employees and customers alike — will embrace AI as a trusted partner.
What do organizations need to consider in terms of the agentic AI experience?
Khaliq Khan: People will judge the success of AI not by its intelligence, but by how well it understands their needs and helps them accomplish their goals. Companies need AI-powered experiences that help their employees and customers to walk away impressed by how simple, natural, and effective it feels to interact with an AI agent.
The true power of an agentic AI user interface lies in context and inclusivity. The quality of interaction shouldn’t depend on how well someone can prompt-engineer or context-engineer. It should harness a full range of technologies — including augmented reality or speech-to-text — to let people fully and naturally engage with the AI agent, which will in turn build richer context for the agent to provide meaningful answers. For most people, these engagements will be visually rich and intuitive, as the agents interpret cues, understand intent, and respond meaningfully.
Kyndryl’s approach, unlike traditional prompt-driven systems, empowers AI agents to anticipate user needs, guide interactions, and deliver insights through intelligent, adaptive interfaces. With Kyndryl Vital, organizations are curating people-centered experiences that redefine how humans interact with AI — making machine-to-people conversations more natural, accessible, and impactful.
What role can workforce strategies and change management play?
Victoria Pelletier: Organizations deploying agentic AI need intentional approaches to designing the future of their enterprise and taking their people on that journey.
Hoping to ensure business processes are redefined to leverage agentic AI is a critical part of the journey. When it comes to designing the future of an agentic AI-enabled enterprise, it’s important to look at how agentic AI workflows are designed to cut across departments to create simplified, efficient and well-orchestrated business processes. Most companies structure AI use cases within vertical functions (marketing, finance, operations), which limits enterprise value. We focus on horizontal workflows — end-to-end business process transformation.
This dissolves the silos between the structures and business functions of an enterprise — which means that it will have great impact on how work is performed, job roles and the overall organizational structure. So, we need to manage the change by planning and orchestrating the evolution effectively.
How should organizations think about skills?
Victoria Pelletier: Bringing employees along the journey requires a systemic approach for upskilling across professions based on how jobs will evolve in an AI-enabled organization. It means continuous re-skilling and upskilling through tailored learning programs. It also means training on new ways of working specific to using AI to perform daily work.
The Kyndryl Agentic AI Framework provides organizations with a blueprint for adopting and integrating agentic AI at scale and our workforce transformation and organizational change management experts identify and shape the meaningful roles people play in an organization that’s becoming AI-enabled. We create and deliver the approach for helping workforces adopt and embrace AI. And we help enterprises rethink how they structure their organization, and hire, develop, and engage talent in the AI era for competitive advantage.
Read more about how Kyndryl can help organizations and their people unlock the business benefits of agentic AI.
