The New Rules of Customer Experience in the Age of Agents

2026

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AI-generated summary

This report outlines the essential strategies for brands to adapt their customer experience to the evolving landscape shaped by AI agents.

* Explores the shift in consumer behavior towards "moments" rather than channels, guided by AI.
* Details five key rules for customer experience in the age of agents: Presence, Guidance, The Live Layer, Continuity, and Trust.
* Provides actionable insights for leaders on how to build an agentic CX layer and nurture customer trust.

Tags: Customer Experience, AI Agents, Retail, Digital Transformation, Consumer Behavior

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