Manisha Powar — VP Head of Product Customer Experience Suite, Qualtrics
Published:
Yesterday’s chatbot is reactive, it’s scripted, it follows a very static decision tree. Whereas the AI agent, like a Qualtrics Experience agent, is going to be more proactive and goal-oriented.
What does Manisha Powar say on The Agile Brand with Greg Kihlström?
Manisha Powar, VP Head of Product Customer Experience Suite, Qualtrics, says: Manisha Powar, VP Head of Product Customer Experience Suite at Qualtrics, discusses how agentic AI can shift customer experience from reactive to proactive by unifying disparate signals, enabling real-time action, and freeing human agents for higher-value interactions. She highlights challenges such as data silos and signal overload, and recommends building a strong data foundation, governance, and small pilot projects to balance efficiency with empathy and scale truly helpful customer experiences.
From: The Agile Brand with Greg Kihlström
Cite as: Manisha Powar. (2026). On The Agile Brand with Greg Kihlström. Retrieved from https://research.agilebrandguide.com/insights/manisha-powar-yesterdays-chatbot-is-reactive-its-scripted-it-follows-a