Module 9: Introduction and Instruction

Operations & Sales

Faculty name: Ian Yong Hoe Tan

In this module, Prof Ian explores how leading organisations are using Agentic AI to transform operations and sales through ten real-world case studies. Drawing on examples from companies such as Toyota, JPMorgan Chase, Microsoft, Salesforce, Reddit, and Capital One, he highlights the workflow patterns, governance models, and implementation strategies that separate successful deployments from pilots.

The module explores how organisations are redesigning workflows rather than simply automating existing processes, while emphasising the importance of data quality, governance, and human oversight. It also provides practical guidance on readiness assessment, pilot design, performance metrics, and common failure modes, equipping leaders with a strategic framework to deploy Agentic AI responsibly and at scale.

By the end of this module, you will be able to:

• Identify high-impact agentic AI use cases across operations and sales, based on real-world case studies.
• Analyse workflow patterns that distinguish successful enterprise deployments from failed or experimental ones.
• Evaluate readiness gaps in workflows, data and governance required for effective agentic AI adoption.
• Apply five strategic principles to design and scale agentic AI initiatives within their own organisational context.

Before viewing the learning videos, we suggest reviewing the module's activities to gain context and achieve better comprehension. Take a few moments to explore what you'll be required to complete this module before diving into the learning videos.
Key Activities Videos  All the above activities should be completed by Wednesday, September 9, 2026, 16:29 SGT.	Self-Study Activities Practice Quizzes Peer Discussions Self-Study Assignments Readings

Here are some helpful downloads for this module:

Summary and Video Transcripts

Note: There are a range of topics listed below certain videos to expand your knowledge and uncover new insights, nurturing your curiosity and embracing the freedom to explore at your own pace. Consider delving into this section that helps you embark on a journey of guided discovery.

Q&A Discussion Boards

Please use this Q&A Discussion Board to post your questions and reply to other participants as you engage with the material in this module. This discussion board may also assist you in your preparation for office hours. We suggest you bookmark this page and return to it often.