Part 2: New Agentic AI Customer Experience

Part 2: New Agentic AI Customer Experience

The deeper shift is in how the customer shows up — often as an agent, acting with autonomy, precision, and purpose. It’s a mindset shift where we serve not just people, but agents. These agents do not browse. They do not get persuaded by promotions. They evaluate, decide, and act. The old playbooks of SEO and SEM will start to lose power. What will matter more is the ability to respond to structured, specific, and often demanding forms of intent.

Download: Part 2: Milo and the Retail Marketplace

 

Preface: What happens next in retail

Retailers are under pressure to deliver more automation, more personalization, and more efficiency. Most efforts focus on improving what already exists. But a different model is taking shape — one where AI agents act on behalf of customers, working across systems to complete real tasks with minimal input.

This paper introduces a set of ideas that help explain how this shift will unfold. It is not a technical manual, and it does not assume implementation is around the corner. Instead, it offers a way to think differently about the systems we build and the assumptions we carry into that process.

The underlying technologies are already here. They are not yet reliable enough to manage mission-critical operations at scale — but they are improving fast. Every month, what was previously experimental becomes product ready.

This paper is written for decision makers who want to stay ahead of that curve. Not to react later, but to prepare now.