Who Owns the Process When AI Agents Do the Work? Tom Jenkins on Leadership & Change | Evolve 2026

When AI agents execute most of a process, humans still have to own the decision. Darwin CX Chairman Tom Jenkins, who also chairs OpenText, talks with Alex Münch about governing agentic AI, leading change, and why waiting is the biggest risk for publishers. Tom explains the difference between "human in the loop" and "human on the loop," why AI hallucinations make governance non-negotiable, and why companies should keep choice in their technology stack. He argues that leaders must measure productivity by outcome, not hours, and move to an agentic platform now rather than next year. CHAPTERS 0:00 Introduction 1:51 Who owns a process when AI agents execute it? 4:35 Human in the loop vs. human on the loop 5:24 Trust, hallucinations and AI governance 7:53 When technology changes faster than organizations 12:04 How leaders avoid falling back into old structures 16:05 Is slow AI adoption cultural? 18:32 The organization as the new legacy 19:37 Measuring productivity by outcome 22:49 The hardest pivot of a 40-year career KEY QUESTIONS ANSWERED Who is accountable when AI agents run a process? People. Machines execute, but humans must always make the decision. When should publishers move to an agentic platform? Now. Change you control is far easier than change forced on you. WATCH NEXT Darwin CX Product Vision & Roadmap (Michael Smith, Holger Ganßer):    • Steer, Don't Drive: Darwin CX's AI Product...   Operational AI at falkemedia (Franziska Riedel):    • Видео  Full Evolve Hamburg 2026 playlist:    • Customer Success Stories   LEARN MORE Agentic AI at Darwin CX: https://www.darwin.cx/solution/agenti... Book a demo: https://www.darwin.cx/demo Darwin CX is the subscription management platform for publishers, media companies and B2B content businesses, localized for every market it serves. #DarwinCX #AgenticAI #Leadership