In Episode 9 of the Evolve Podcast, we explore the agentic shift—a major transformation in how customers interact with brands as AI evolves from a supporting tool into a primary interface for decision-making and commerce.
As conversational AI and agents become more integrated into daily life, customer behavior is changing rapidly. Instead of navigating websites and apps, users can now ask AI to research products, compare options, and even complete purchases across multiple companies from a single interaction.
Ryan Serpan (Head of CX Practice) and Jordan Cardonick (CX Platforms & Measurement Lead) join Evolve host and Blend's Head of Marketing, Caroline Caldwell to unpack how enterprises should prepare for this shift. The conversation dives into how organizations can design better AI-driven customer experiences, rethink measurement in an agent-driven world, and ensure their data infrastructure is ready to power this new channel.
The discussion also highlights why experimentation and testing today will determine which companies lead—and which fall behind—as agentic commerce becomes main stream.
Key Takeaways :
Caroline Caldwell is Head of Marketing at Blend, where she built and scaled the global marketing function to position the company as a leader in AI services. With experience spanning Oracle, Merkle, and high-growth ventures, she specializes in transforming emerging technologies into scalable, revenue-driving marketing engines. Caroline is passionate about helping enterprises operationalize AI at scale and building teams that turn bold vision into measurable growth.
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Caroline Caldwell is Head of Marketing at Blend, where she built and scaled the global marketing function to position the company as a leader in AI services. With experience spanning Oracle, Merkle, and high-growth ventures, she specializes in transforming emerging technologies into scalable, revenue-driving marketing engines. Caroline is passionate about helping enterprises operationalize AI at scale and building teams that turn bold vision into measurable growth.
Ryan Serpan is Blend360's Head of CX Practice, a digital and AI transformation executive with a track record of scaling businesses and advising Fortune 100 leaders on what it takes to drive measurable growth. At Blend360, Ryan built the AI-driven CX transformation practice from the ground up, growing it to a $50M run rate in under two years. His advisory work spans CMOs, CDOs, and CIOs across industries, with a focus on AI-powered personalization, agentic operations, and martech modernization. Before Blend360, Ryan launched and exited multiple consumer brands, including VitaminAdvisor.com's acquisition by The Vitamin Shoppe, giving him a founder's instinct for execution alongside his enterprise consulting depth.
Jordan Cardonick is Blend360's CX Platforms & Measurement Lead, bringing over 15 years of experience at the intersection of data, digital marketing, and analytics. A self-described "data ninja," Jordan has a proven track record of translating complex data into actionable strategy, from overseeing $1B+ in digital media spend at Merkle to leading AI-powered customer experience initiatives at Blend360. His expertise spans performance media, SEO/AEO, retail media networks, and measurement architecture, with a sharp focus on building the data foundations that make AI adoption actually work.
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