The Reasoning Show

SUMMARY: Today’s episode is all about a transformation happening in customer service—one that’s moving us from static systems and scripted workflows into something far more dynamic: AI systems that can actually learn and improve over time. GUEST: Shashi Upadhyay (President of Product, Engineering, and AI at Zendesk) SHOW: 1015 SHOW TRANSCRIPT: The Reasoning Show #1015 Transcript SHOW VIDEO: https://youtu.be/IQaxE-DjIpo SHOW SPONSORS: ShareGate Protect. Microsoft 365 Governance, we got this!Activate your data for AI and request a demoSHOW NOTES: The future of service belongs to self-improving AITopic 1 - Welcome to the show. Tell us a bit about your background and your focus today. Topic 2 - You describe this moment as a shift from systems of record to intelligent systems of action. What’s fundamentally broken in today’s customer service model that’s forcing this transition now? What changed in the last 2–3 years to make this possible? Topic 3 - There’s been a lot of AI in customer service that overpromised and underdelivered. What are the biggest gaps between what customers actually need—like resolution—and what legacy automation has been delivering? Topic 4 - The concept of a “self-improving” system is really powerful. What’s actually new here—what enables AI to improve with every interaction without constant human tuning? Topic 5 - You’ve moved from assistive copilots to what you call “agentic AI” that can resolve issues end-to-end. Where are we today on that journey—and what still requires human involvement? Topic 6 - Voice has historically been one of the hardest channels to automate. What changes with this new generation of AI that makes even complex, multi-step voice interactions solvable? Topic 7 - If we fast-forward 2–3 years, what does a “best-in-class” customer service experience look like in an AI-first world? FEEDBACK? @reasoningshow.bsky.social@ReasoningShow@@reasoningshow

SUMMARY: Brian (@bgracely) and Brandon Whichard (@bwhichard, Software Defined Talk and Failover Media) discuss the biggest AI news stories from the month of March, 2026. SHOW: 1014 SHOW TRANSCRIPT: The Reasoning Show #1014 Transcript SHOW VIDEO: https://youtu.be/XwyAC-hxOQY SHOW SPONSORS: ventionteams.comSHOW NOTES: Links to all the AI News covered in this months showFEEDBACK? @reasoningshow.bsky.social@ReasoningShow@@reasoningshow

SUMMARY: Brandon Whichard shares his journey into AI with a focus on Claude, exploring how it transforms productivity, coding, and daily workflows. The conversation covers practical setup tips, trust-building, and the future of AI-assisted work. SHOW: 1013 SHOW TRANSCRIPT: The Reasoning Show #1013 Transcript SHOW VIDEO: https://youtu.be/zEmEH0t67js SHOW SPONSORS: ventionteams.comSHOW NOTES: Topic 1 - How long have you been living the Claude-life, and when did it dawn on you to make this central to your day-to-day activities? Topic 2 - What were the biggest hurdles you had to overcome before you trusted the system and started letting it have ownership over tasks and workflows? Topic 3 - What are some of your best practices in terms of machine setup, how or where you store data, how you decide what to give it access to? Walk me through your thoughts around things like keeping things simple, where to be complex, how you think about security, etc. Topic 4 - How are you learning to give it more responsibilities, or just figure out new ways to be productive with it? Topic 5 - What have been some of the biggest barriers to successful adoption, or just areas where you’re still struggling to get it to do the things you want? Or are you still in the learning curve stage and things just keep growing on one another? Topic 6 - If you took the knowledge and skills you have now in Claude-life into your day-job, how do you see yourself working, as well as working with the rest of your team/teams? Would it bother you if you didn’t think they were using AI tools as much? FEEDBACK? @reasoningshow.bsky.social@ReasoningShow@@reasoningshow

SUMMARY: Brian digs into Jensen’s NVIDIA GTC 2026 keynote and highlights three things - accelerated computing for everything, the complexity of the new inference stack, and the broader discussion of NVIDIA’s “open” software stack including NemoClaw. SHOW: 1012 SHOW TRANSCRIPT: The Reasoning Show #1012 Transcript SHOW VIDEO: https://youtu.be/aXOr91q76yM SHOW SPONSORS: ventionteams.comSHOW NOTES: NVIDIA GTC 2026 (Keynote)NVIDIA NemoClawNVIDIA adds Groq LPU to their rack systemsNVIDIA to invest $26B in Open Weight ModelsInterview with Jensen about Accelerated Computing Topic 1 - Jensen’s trying to paint the bigger picture of accelerated computing everywhere (robotics, autonomous driving, gen-ai, physical ai - but also just everyday enterprise apps). Everything is about keeping the stock price up, and margins high. The stock price provides the warchest to fight off all foes. Topic 2 - The inference architecture is a complex mix of GPUs, CPUs, ASICs/LPUs, high-speed networking and seems very different from the training architecture. How big is the burden on data center providers? What are the inference alternatives emerging? Topic 3 - Jensen talked a lot about OpenClaw and eventually about NVIDIA’s NemoClaw. How does his interest in Agentic AI tie into his interest in building NVIDIA’s own frontier model FEEDBACK? @reasoningshow.bsky.social@ReasoningShow@@reasoningshow

SUMMARY: Morgan Foster talks about the Kagenti project, which enables an AI Agentic agnostic framework for security, authentication, identity and zero-trust. SHOW: 1011 SHOW TRANSCRIPT: The Reasoning Show #1011 Transcript SHOW VIDEO: https://youtu.be/djFZruLEDiw SHOW NOTES: Kagenti (homepage)Kagenti (use-cases)“Old Things that look like Agents”“What makes Agents different?”CNV - What Makes Agents Different?“Handing your phone to a stranger, why Agents need their own identity” Topic 1 - Welcome to the show. Tell us a little bit about your background and areas you focus on today. Topic 2 - Tell us a bit about the Kagenti project and the types of challenges it’s trying to solve for Agentic AI deployments. Topic 3 - How much commonality exists between different Agentic frameworks that a common, agnostic agentic orchestration approach can work? And how much difference still exists and would drive companies to silo’d deployments? Topic 4 - How far should an Agentic Orchestration framework go, and what types of things do you expect will still be Agentic framework dependent? Topic 5 - As Kagenti evolves, what are some of the adjacent things that people should be keeping an eye on that might be a dependency, or could shift the direction of the project? FEEDBACK? @reasoningshow.bsky.social@ReasoningShow@@reasoningshow

SUMMARY: Brian talks about the rapidly expanding gap between people and companies that augment their work with AI and those who are making AI the center of their work world. SHOW: 1010 SHOW TRANSCRIPT: The Reasoning Show #1010 Transcript SHOW VIDEO: https://youtu.be/tFyLlCnkbsM SPONSORS: VENTION - ventionteams.comSHOW NOTES: WHY THE NEED FOR A CODE RED? FEEDBACK? @reasoningshow.bsky.social@ReasoningShow@@reasoningshow

SUMMARY: Sally O’Malley (Principle Software Engineer @RedHat, Maintainter @OpenClaw) talks about her early experiences of immersing herself into OpenClaw and evolution of the OpenClaw community. SHOW: 1009 SHOW TRANSCRIPT: The Reasoning Show #1009 Transcript SHOW VIDEO: https://youtu.be/7xARBtgiMQg SHOW NOTES: OpenClaw - Personal AI AssistantOpenClaw - RedditOpenClaw, OpenAI and the Future (Peter Steinberger - OpenClaw creator)OpenClaw Foundation (coming soon) Topic 1 - Welcome to the show. Tell us a little bit about your background in software engineering. Topic 2 - You recently jumped into the deep end of the pool with OpenClaw. Tell us about the week of immersion with this new technology. Topic 2a - For anyone that’s new to OpenClaw, can you give us the basics of what OpenClaw does? Topic 3 - You mentioned that this is a very different (or completely different) paradigm of how software is created. Can you walk us through the differences, your observations, how you had to really rethink things that you did before and after? Topic 4 - In your day job, you’re focused on software that’s used by large enterprises that have to be concerned with security and stability, as much as they do innovation. How do you see the existing OpenClaw fitting into that world? Topic 5 - You (very) recently were accepted as a committer to the OpenClaw project. I know it’s only been a few days, but what is opening your eyes about how this community operates, especially in comparison to other open projects you’ve worked on? FEEDBACK? @reasoningshow.bsky.social@ReasoningShow@@reasoningshow

Erwan Menard - SVP Product Management @Crusoe talks about… SHOW: 1008 SHOW TRANSCRIPT: The Reasoning Show #1008 Transcript SHOW VIDEO: SPONSORS: ventionteams.com SHOW NOTES: Topic 1 - Welcome to the show. Tell us a bit about your background, and what you focus on now at Crusoe. Topic 2 - There has obviously been a lot of coverage of AI data center buildouts all over the world for the last few years. Tell us about Crusoe, and your approach to providing “neocloud” services. Topic 3 - What are the biggest challenges facing Crusoe today and in the immediate future - is it technology, energy, financing for expansions, etc.? Topic 4 - Crusoe started as a bitcoin-focused company and has evolved to more of a GenAI-focus. What types of architectural changes did you have to make for this new type of workload? And how do those impact the quality of the services your customers expect from Crusoe? Topic 5 - Is your focus more on environments to enable model training and customization, or more focus on inference for customer-facing applications? Topic 6 - A lot has changed in AI in the last couple years. What has changed the most in the last couple years, and what are you expecting to change the most over the next couple years? Topic 7 - Sovereign AI and Private AI have become much bigger topics over the last 12-18 months, and we’d expect that to grow. What unique things is Crusoe doing to adapt to these changing requirements from customers? Send a text FEEDBACK? @reasoningshow.bsky.social@ReasoningShow@@reasoningshow

OVERVIEW: Welcome to The Reasoning Show! We dig into one of the foundational building blocks of modern Generative AI, the AI Agent. So what is an AI Agent, and what do we need to think about for the next couple years? SHOW: 1007 SHOW TRANSCRIPT: The Reasoning Show #1007 Transcript SHOW VIDEO: https://www.youtube.com/@TheReasoningShow/ SHOW NOTES: Topic 1 - We’re 3+ years into the Generative AI era. Why do you think AI Agents, or Agentic AI, is now getting so much attention? Topic 2 - If someone asked you to explain what an AI Agent is, how would you do that? Topic 3 - What are some of the core elements of AI Agents that you’re seeing impact how people think about and use agents? Topic 4 - AI Agents are going to spark the great “how much should I pay for this?” discussion. Have you given this any thought yet? Topic 5 - How do you expect to use AI agents in your day-to-day work, and how do you expect this to impact Enterprise businesses? ESSENTIAL READING Building Effective Agents" by AnthropicA Comprehensive Review of AI AgentsTop 20 AI Agent Concepts You Should KnowAI Agents in Action: Foundations for Evaluation and GovernanceEssential Viewing AI Agentic Design Patterns w/ AutoGenAI Agent Systems w/ crewAILangGraph CourseFrameworks & Tools LangGraphCrewAIAutoGenModel Context Protocol (MCP)n8nSend a text FEEDBACK? @reasoningshow.bsky.social@ReasoningShow@@reasoningshow

This episode marks the transition from The Cloudcast to The Reasoning Show, focusing more on AI and cloud topics. Brian Gracely (@bgracely) and Brandon Whichard (@bwhichard, @SoftwareDefTalk) discuss recent trends in AI, the evolution of tech teams, and the shifting landscape of enterprise AI tools. SHOW: 1006 SHOW TRANSCRIPT: The Cloudcast #1006 Transcript SHOW VIDEO: https://youtube.com/@TheCloudcastNET NEW TO CLOUD? CHECK OUT OUR OTHER PODCAST - "CLOUDCAST BASICS" SHOW NOTES: Link to February 2026 News and Articles FEEDBACK? @cloudcastpod.bsky.social@cloudcastpod@cloudcastpod@cloudcastpod

Aaron and Brian discuss how The Cloudcast will be changing going forward, signaling an industry shift from Cloud Computing to AI. SHOW: 1005 SHOW TRANSCRIPT: The Cloudcast #1005 Transcript SHOW VIDEO: https://youtube.com/@TheCloudcastNET NEW TO CLOUD? CHECK OUT OUR OTHER PODCAST - "CLOUDCAST BASICS" SHOW NOTES: Topic 1 - What are we announcing? (“The Reasoning Show”, a.k.a. “Reasoning”) Topic 2 - Why are we changing The Cloudcast? Topic 3 - Hasn’t The Cloudcast already been covering AI for a while? Topic 4 - What can we expect from the new podcast? Topic 5 - Anything else? FEEDBACK? @cloudcastpod.bsky.social@cloudcastpod@cloudcastpod@cloudcastpod

This episode explores the evolving economics of AI development, the rising costs associated with AI agents, and the implications for businesses and developers. It highlights the shift from centralized to decentralized computing, the importance of understanding token budgets, and the future of AI project management. SHOW: 1004 SHOW TRANSCRIPT: The Cloudcast #1004 Transcript SHOW VIDEO: https://youtube.com/@TheCloudcastNET CLOUD NEWS OF THE WEEK: http://bit.ly/cloudcast-cnotw CHECK OUT OUR NEW PODCAST: "CLOUDCAST BASICS" CHAPTERS 00:00 - Celebrating Milestones and AI Insights 02:48 - The Cost of AI Agents and Realizations 06:05 - Centralization vs. Decentralization in AI 08:51 - The Evolution of AI Economics 12:03 - Future Trends in AI and Project Management 14:52 - Connecting AI to Real-World Economics KEY TOPICS: SHOW NOTES When AI Tokens cost more than your employees Should you own (or generate) your own tokens? On running a startup of Claude Code agents: 1 Billion tokens a monthCan AI grow corn?WE'VE REACHED A POINT WITH AI WHERE PEOPLE ARE STARTING TO THINK ABOUT THE BUSINESS IMPACTS FEEDBACK? @cloudcastpod@cloudcastpod.bsky.social@cloudcastpod@cloudcastpod

Aaron and Brian review some of the latest AI model releases and discuss how they would evaluate them through the lens of an Enterprise AI Architect. SHOW: 1003 SHOW TRANSCRIPT: The Cloudcast #1003 Transcript SHOW VIDEO: https://youtube.com/@TheCloudcastNET NEW TO CLOUD? CHECK OUT OUR OTHER PODCAST - "CLOUDCAST BASICS" SHOW NOTES: Last Week in AI Podcast #234Artificial Analysis.AIOpus 4.6 ReleaseGPT Codex 5.3 ReleaseGLM-5 ReleaseOpenAI Preparedness FrameworkSam’s Tweet that 5.3 Codex hit “high” ranking for cybersecurityFortune Article on 5.3 high rankingTAKEAWAYS FEEDBACK? @cloudcastpod.bsky.social@cloudcastpod@cloudcastpod@cloudcastpod

As we move into Q1 2026, Brian talks about 3 rooms where he'd like to be a fly on wall to see the blueprints of significant AI companies shaping the markets. SHOW: 1002 SHOW TRANSCRIPT: The Cloudcast #1002 Transcript SHOW VIDEO: https://youtube.com/@TheCloudcastNET NEW TO CLOUD? CHECK OUT OUR OTHER PODCAST - "CLOUDCAST BASICS" A FLY ON THE WALL IN 3 ROOMS IN 2026 Room1 - Room 2 - Room 3 - FEEDBACK? @cloudcastpod.bsky.social@cloudcastpod@cloudcastpod@cloudcastpod

Aaron and Brian explore the evolving landscape of AI over the next three years, discussing its economic implications, political influences, technological advancements, partnership dynamics, changing buying patterns, and the potential impact on job creation and destruction. They emphasize the uncertainty surrounding AI's future and the need for understanding its broader implications. SHOW: 1001 SHOW TRANSCRIPT: The Cloudcast #1001 Transcript SHOW VIDEO: https://youtube.com/@TheCloudcastNET NEW TO CLOUD? CHECK OUT OUR OTHER PODCAST - "CLOUDCAST BASICS" SHOW NOTES: StratecheryWHAT DO WE WISH WE KNEW ABOUT AI IN 3 YEARS? FEEDBACK? @cloudcastpod.bsky.social@cloudcastpod@cloudcastpod@cloudcastpod

If someone walked into your office today and asked you to build a framework for how to value software development, what would you think about it? SHOW: 1000 SHOW TRANSCRIPT: The Cloudcast #1000 Transcript SHOW VIDEO: https://youtube.com/@TheCloudcastNET NEW TO CLOUD? CHECK OUT OUR OTHER PODCAST - "CLOUDCAST BASICS" SHOW NOTES: Chainguard introduces Factory 2.0On running a startup of Claude Code agentsAgentic Product Development and the Theory of ConstraintsSoftware Abundance HOW SHOULD SOMEONE THINK ABOUT THE ECONOMICS OF SW DEV IN 2026? FEEDBACK? @cloudcastpod.bsky.social@cloudcastpod@cloudcastpod@cloudcastpod

Are we ready to move into an era of wild predictions about where the future of Enterprise software is headed in 2026 and beyond? SHOW: 999 SHOW TRANSCRIPT: The Cloudcast #999 Transcript SHOW VIDEO: https://youtube.com/@TheCloudcastNET CLOUD NEWS OF THE WEEK: http://bit.ly/cloudcast-cnotw CHECK OUT OUR NEW PODCAST: "CLOUDCAST BASICS" SHOW NOTES The SPAC-king is going to fix legacy software All Enterprise software is dead Microsoft and Software Survival WHAT HAPPENS TO ENTERPRISE SOFTWARE NEXT? FEEDBACK? @cloudcastpod@cloudcastpod.bsky.social@cloudcastpod@cloudcastpod

We take a listener question about digital sovereignty, tariffs and UK/EU independence from large US cloud providers, also Brian reaches out to the Melbourne, AUS listeners. SHOW: 998 SHOW TRANSCRIPT: The Cloudcast #998 Transcript SHOW VIDEO: https://youtube.com/@TheCloudcastNET CLOUD NEWS OF THE WEEK: http://bit.ly/cloudcast-cnotw CHECK OUT OUR NEW PODCAST: "CLOUDCAST BASICS" SHOW NOTES AWS European Sovereign CloudAzure European Sovereign ServicesGoogle Cloud Sovereign CloudRed Hat Digital SovereigntyBroadcom Digital SovereigntyOracle Digital SovereigntyDigital Sovereignty in Europe, What’s the Plan B?Digital Commons EDIC Established (2025)EU AI ActTHE FUNDAMENTALS OF DIGITAL SOVEREIGNTY FEEDBACK? @cloudcastpod@cloudcastpod.bsky.social@cloudcastpod@cloudcastpod

Aaron Delp (@aarondelp), Brian Gracely (@bgracely) and Brandon Whichard (@bwhichard, @SoftwareDefTalk) discuss the top stories in Cloud and AI from January 2026. SHOW: 997 SHOW TRANSCRIPT: The Cloudcast #997 Transcript SHOW VIDEO: https://youtube.com/@TheCloudcastNET NEW TO CLOUD? CHECK OUT OUR OTHER PODCAST: "CLOUDCAST BASICS" SHOW NOTES: Link to January 2026 News and ArticlesFEEDBACK? @cloudcastpod.bsky.social@cloudcastpod@cloudcastpod@cloudcastpod

Following on the discussion of the Cloud 1.0 to Cloud 2.0 transition, we explore what that future cloud might look like. SHOW: 996 SHOW TRANSCRIPT: The Cloudcast #996 Transcript SHOW VIDEO: https://youtube.com/@TheCloudcastNET NEW TO CLOUD? CHECK OUT OUR OTHER PODCAST - "CLOUDCAST BASICS" SHOW NOTES: Q1 - What didn’t Cloud 1.0 achieve from the grand vision? Q2 - What seemed promising but might have been the wrong timing? Q3 - Why didn’t more SaaS get bundled by the hyperscalers? Q4 - Does multi-cloud become easier? Q5 - Do primitives continue to be the core offering, or do more integrated offerings dominate the landscape? Q6 - Do a bunch of existing primitives get turned off to make room for new AI capabilities (DC capacity)? Q7 - Is security on by default? Q8 - Do more private/sovereign capabilities get offered? Q9 - What are the new AI capabilities that nobody has even thought of yet? Q10 - How does the mix of AI workloads get distributed across clouds, or across private and public? FEEDBACK? @cloudcastpod.bsky.social@cloudcastpod@cloudcastpod@cloudcastpod