CUSTOMER EXPERIENCE
74 % of people say they would trust a personal AI agent more than their best friend to make a purchase for them
Source: Talk to My AI Agent: The New Rules of Brand Value”
58 % of consumers have replaced traditional search engines with AI tools for product and service recommendations
Source: Capgemini: What Matters to Today’ s Consumer
While AI is“ exceptional at pattern recognition,” across millions of data points to find key signals,“ understanding what that signal means for a real person, and how a brand should respond to it, is still human work,” explains Chris.“ The brands we see building genuine long-term loyalty and emotional engagement are the ones using AI to get closer to their customers, not to replace the thinking that comes after,” he says.“ Technology may move fast – but as I’ ve said before, loyalty is still brilliantly human. We’ re embracing innovation, but not at the expense of humanity.”
92 October 2026