Agency is one of those wonderful, prismatic words with refracting meanings.
It can refer to an agency that handles PR, books travel, or manages talent—and by extension, to agents themselves, from human talent scouts to the AI agents these days popping up everywhere in tech. But most often, I use it to describe something more fundamental: having agency in situations, the ability to shape outcomes rather than just responding to them. I tell this to Elias Torres, the cofounder and CEO of agentic AI customer success startup Agency.
