Customer Experience Podcast

What does customer experience look like when AI starts acting on behalf of the customer?

As AI agents increasingly understand customer context, remember past behavior, and reduce friction, they begin to insert themselves between companies and customers.

That shift has major implications for CX, branding, differentiation, and how organizations stay relevant when customers stop visiting websites, apps, and even stores.

This conversation focuses entirely on the customer’s perspective, not internal AI efficiency. It’s about what happens when customers trust AI agents to search, filter, recommend — and sometimes even buy for them.

Best Quote from the Episode

“When your customer experience isn’t good enough, you get replaced by something that is.”

— Colin Shaw

Key Questions Discussed

• What happens to customer experience when AI starts making decisions for customers instead of customers interacting directly with companies?

• If AI becomes the primary filter of choice, how do brands stay visible — and avoid becoming invisible?

• Which parts of today’s customer journey are most at risk of disappearing altogether?

Why You Should Listen

If you’re responsible for customer experience, strategy, marketing, or growth, this episode challenges some deeply held assumptions about how customers discover, evaluate, and choose brands.

Rather than focusing on internal AI use cases, this conversation looks outward — at how customer behavior is shifting and what that means for organizations that want to remain visible, relevant, and chosen in an AI-first world.

This episode doesn’t give you a checklist. It gives you something more valuable:

a new way of thinking about where CX is heading — and why waiting is risky.

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