John Kim — CEO, Delight.ai; Sendbird
Published:
The cost has always been in the exceptions, and exceptions are long, multi-party and unpredictable by definition.
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-the-cost-has-always-been-in-the-exceptions-and-exceptions-a