At Adobe Summit 2026, TELUS Digital's Senior Director Ojus Narawane sat down with Adobe Senior Product Marketing Manager Justin Chairez at the Customer Journey Analytics (CJA) booth to discuss how agentic AI is revolutionizing analytics. The conversation focused on moving beyond traditional historical reporting to real-time, actionable intelligence.
Chairez explained that agentic AI is fundamentally changing CJA by enabling autonomous agents to analyze data, predict customer behaviors, and trigger actions without manual intervention. This shift allows businesses to respond to customer needs in the moment, rather than relying on retrospective reports.
A key highlight was the integration of CJA with AI models like Claude and ChatGPT through MCP servers, enabling natural language queries and proactive insights. For example, the Data Insight Agent can automatically detect anomalies, forecast trends, and suggest next-best actions in real time.
Chairez emphasized that the goal is to make analytics predictive and proactive, helping clients identify critical customer moments before they happen. This represents a major evolution from descriptive analytics to prescriptive, action-oriented intelligence.
The interview underscored how agentic AI is not just a feature but a foundational shift in how organizations leverage customer data for competitive advantage.