John Kim — CEO, Delight.ai; Sendbird
Published:
I don’t believe that leaders should see the gap as a reason to slow AI adoption, but they should be more intentional about where they introduce autonomy. Our Delight AI Index shows that consumers are comfortable with AI handling routine, low-risk tasks, but they still want people involved when the stakes are higher. The limiting factor isn’t the technology, but it’s the perceived consequence of getting it wrong. That should change the sequence of AI adoption, not the pace.
What does John Kim say on The Agile Brand podcast?
John Kim, CEO, Delight.ai; Sendbird, says: This interview with John Kim, CEO of Delight.ai and co-founder/CEO of Sendbird, examines consumer expectations for AI in customer experience based on the 2026 Delight AI Index. Kim argues organizations should sequence autonomy by perceived customer risk, prioritize reversal and human-in-the-loop controls, measure trust rather than just efficiency, and prepare agents to communicate clearly to other AI systems as machine agents increasingly negotiate on customers' behalf.
From: The Agile Brand podcast
Cite as: John Kim. (2026). On The Agile Brand podcast. Retrieved from https://research.agilebrandguide.com/insights/john-kim-i-dont-believe-that-leaders-should-see-the-gap-as-a-reason