The AI Revolution in
Customer Experience
A dual perspective for Digital CX in 2026 — why AI will rewrite the rules of experience, and what brands must do next.
- Experience is the front door to discovery, trust, conversion—and beyond.
- Fractals, not funnels – agentic and human journeys are messy, multi-touch, and real time.
- What to do now – practical moves for leaders, plus the customer's view of it.
What’s inside
This isn’t just another AI hype reel. It’s an actionable guide. I cover the chaos of discovery, the rise of agentic AI, how brand, content, product and platform finally work as one, the CRO→CXO shift, personalisation vs. privacy, owned channels in a post-website world, and designing for trust.
Each chapter has a Customer View (what the experience feels like) and a Leader View (what to build, fix, or stop), plus practical actions you can run next week (or tomorrow if you feel inspired!).
Jump to download →
Browse a high-level contents spread showing how the book flows from foundations to practical moves.
Who it’s for?
- CMOs, CDOs, Heads of Digital & CX
- Brand/performance leads joining up content, CRM, SEO, CRO
- Product and platform owners shaping AI-powered web/app experiences
Spoiler: Just about anyone should read this, it is 100% for you. If you care about experience, this will save you time and costly detours.
The dual perspective that actually helps you decide
Customer View
What the journey really feels like: how people discover you, what earns trust, where they get stuck, what makes them buy (or bounce).
Leader View
How to design and govern it: the stack, the experiments, the content model, privacy by design, and the metrics that matter.
Why download now?
Journeys are collapsing into conversations. Answers (and actions!) live inside models. Ads are moving inside the answer. Brand signals travel through LLMs. In that world, experience is the product.
This book turns the noise into decisions — where to invest, how to keep the human at the centre, and how to make every surface (site, app, email, agent) work together.
What you’ll walk away with
- An experience framework across brand, content, product, platform
- A CRO→CXO playbook that fixes journeys, not just buttons
- A reputation & discoverability plan for the LLM era (earned + owned)
- Guardrails for privacy, consent and ethical personalisation
- Practical experiments and measurement you can run immediately
- Hopefully, just feeling a bit inspired to 'do better' in the new world of AI-augmented experience.
Get the eBook
Free download. No spam. (Because I’m nice like that).