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.