Going from having agents → having agentic solutions is a big leap. Last year, many of our customers were building their first agent. This year, they're building agentic solutions. There's a big difference. An agent is a building block. One genie, one MCP server, one use case. And for most companies, that's where 2025 ended: proof of concept, single-agent wins, early excitement. Now, those customers who started with one agent are combining multiple agents, MCP servers, and orchestration layers into full solutions. These are LEGO pieces. Genies, MCP servers, LLM interfaces, orchestration workflows. You can move them around, combine them, swap them out. And customers are starting to see that. We're going through the same evolution internally. Last year, we built a CSM Genie (and still use it). This year, we're building an autonomous CSM agent with multi-agent architecture, MCP servers for action, and orchestration tying it all together. The leap from "an agent" to "an agentic solution" adds complexity. But that complexity is a sign of maturity, not a problem. It means the building blocks worked. Now it's time to build something bigger. How are you using agents in your CS org? #EnterpriseMCP #AgenticAI #CustomerSuccess
