Andrew Hall - Ethenta - Enterprise Agentic AI Transformation
From CX Files by Mark Hillary and Peter Ryan
May 7, 2026 · 40 min · Episode 415
About this episode
Mark Hillary and Peter Ryan discuss Agentic AI with Andrew Hall, focusing on its impact on customer experience and organizational productivity.
Andrew Hall is the founder and CEO of Ethenta. He is based in Portugal. The "DREAM" service from Ethenta is a strategic framework designed to help organizations transition from traditional hierarchies to intelligent, agentic networks . It is aimed at enabling "+65% Productivity" through "Enterprise Agentic AI Transformation" Mark Hillary called Andrew to ask about Agentic AI and how a focus on AI across the organisation may have a profound impact on CX. https://www.linkedin.com/in/andrewghall/ http://ethenta.com/ Summary: Mark Hillary and Peter Ryan discuss the challenges in the CX industry, including increased airfare costs and the bankruptcy of Spirit Airlines. They introduce Andrew Hall, who has formed a new company, Ethenta, focused on agentic AI. Ethenta's "DREAM" methodology helps organizations reimagine their business processes by capturing and synthesizing data from various sources, including interviews and historical data. The tool provides a visualization of the enterprise's "corporate psyche," aiding in decision-making and root cause analysis. Andrew emphasizes the importance of intelligent people using AI to augment, not replace, human intelligence.
People in this episode
Hosts: Mark Hillary, Peter Ryan
Guest: Andrew Hall
Topics covered
- Agentic AI
- CX transformation
- organizational productivity
- data synthesis
- business processes
- intelligent networks
Keywords
- Agentic AI
- CX
- Ethenta
- DREAM methodology
- organizational transformation
- productivity
- data visualization
Mentioned in this episode
Organizations: Ethenta, Spirit Airlines
Products: DREAM
Places: Portugal
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