Artificial intelligence is transforming the way consumers discover, compare, and purchase products and services. With the advent of Agent-driven Commerce, more and more decisions will be made by AI agents on behalf of consumers.

Given this new landscape, brands need to rethink what it really means to put the customer at the center. How can we design experiences for a consumer who may no longer browse a website, compare products, or interact directly with the brand? What happens when the person who evaluates our value proposition, selects the product, and makes the purchase decision is an agent?

Personalization, trust, emotion, and brand connection take on a whole new dimension. Companies will have to learn to win over not only consumers but also the influencers who shape their decisions.

In this panel discussion, we will analyze how the customer experience is evolving and what brands will need to do to remain relevant, differentiate themselves, and build trust when the customer journey is no longer entirely in the consumer’s hands.