How Agentic AI Will Reshape Customer Experience | Rangan Gangavaram (Verizon)

In this episode of The Data Storytellers Podcast, we speak with Rangan Gangavaram, Senior Director of Analytics & Insights at Verizon, about the promise and pitfalls of agentic AI. Rangan shares why agentic AI is more than just another automation wave, how it differs from RPA, and why its reasoning capabilities could redefine customer interactions.

We discuss the decision frameworks enterprises need to adopt, the importance of stakeholder-driven adoption, and how AI transformations resemble the digital era more than traditional data initiatives. Rangan also reflects on his career journey from engineering to analytics leadership and the pivotal role of storytelling in driving AI adoption.

Connect with us:Website: https://thedatastorytellers.com/LinkedIn: https://www.linkedin.com/company/the-data-storytellersApple Podcast: https://podcasts.apple.com/gb/podcast/the-data-storytellers-podcast/id1493766476Spotify: https://open.spotify.com/show/2N0vZtHZHgod4Tll2LX2xaYouTube: https://www.youtube.com/channel/UCz9e56lhYUfORiOHMiLlPmAChapters:

00:00 – Introduction and reconnecting after past conversations
01:15 – Why agentic AI is the real deal for enterprises
04:32 – Comparing agentic AI to RPA and automation
07:55 – The multiplier effect of AI-driven reasoning
12:41 – Do today’s AI models really reason?
17:14 – Understanding the driver behind customer problems
19:03 – Key risks and pitfalls in deploying agentic AI
25:12 – Why stakeholder buy-in is essential for adoption
28:40 – AI strategy as part of a holistic transformation
32:58 – How AI transformation mirrors the digital revolution
36:46 – Managing cost concerns for AI at scale
40:33 – Rangan’s career path into data and analytics
46:12 – The importance of storytelling in analytics leadership
52:10 – Advice for aspiring professionals in data and AI
54:40 – Closing reflections and future collaboration