20 Surprising Ways AI Is Reshaping The Customer Journey
Businesses and consumers alike recognize that artificial intelligence plays a significant role in today's customer journeys—receiving personalized recommendations and accessing chatbot support are now standard features of many digital transactions. But AI also holds largely untapped potential for brands aiming to enhance service and deepen customer relationships.
From enabling conversational product searches to equipping service reps with real-time insights that speed up issue resolution, AI can help brands improve responsiveness, personalize engagement and foster greater customer loyalty. Below, members of Forbes Technology Council discuss surprising ways AI is reshaping the customer journey—and why brands need to stay on top of what's new and what's next.
One surprising way AI is reshaping the customer journey is by influencing invisible moments—optimizing logistics, predicting friction and personalizing experiences before a user even interacts with a brand. Many brands focus on front-end AI, but the biggest opportunity lies in using AI to quietly orchestrate a seamless, proactive experience long before a user clicks 'buy' or 'support.' - Pallishree Panigrahi, Amazon Key
Advanced AI can predict intent based on subtle behavioral and contextual signals—location patterns, online content consumption, device usage and transactional data. Ads can then be personalized across all devices based on where the customer is emotionally in the journey. This feels 'timely' to the customer, but it's actually predictive. - Lalena Nau, Zeta Global
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AI is quietly transforming on-premises dining by enabling real-time, hyper-personalized guest experiences. From adapting menus to guest history or mood to triggering proactive service based on live conditions, the next frontier isn't digital—it's anticipating needs before guests voice them. Most brands haven't tapped into that yet. - Tiffany Saylor, FB Society
AI is starting to reshape the customer journey through real-time emotional intelligence. By reading tone, facial cues and behavior, AI can adapt in the moment—not just to what customers do, but also to how they feel. Most brands haven't caught on yet, but those that do will create more intuitive, human-centered experiences that build deeper trust and loyalty. - Gjoko Muratovski, Australian Institute of Advanced Technologies (AIAT)
People aren't Googling which running shoes to buy anymore. Instead, they're asking questions of GenAI tools like ChatGPT and receiving a direct answer, along with a link to buy. If brands aren't thinking about AI search, they're already behind. - Net Kohen, LinkMe
AI is reshaping the very idea of the customer journey. While most brands aim to optimize it, the real win may lie in minimizing or eliminating it altogether. For instance, a car insurance provider could use AI to monitor market rates and auto-renew customers at the best value, removing the need for them to shop around. The shorter the journey, the better the experience for both brand and customer. - Deepak Tiwari, Ernst & Young
The proliferation of AI is diluting customer demographics in ways we're only beginning to notice. Segmentation across similar customer profiles is blurring or vanishing completely as AI becomes our personal purchasing consultant—shaping our perception of a product before we've hit the landing page or even seen the pitch. It knows us and what we like and is the invisible hand guiding our choices. - Evan J. Schwartz, AMCS Group
AI silently empowers frontline staff, providing language translation and giving them real-time insights, sentiment cues and summaries of conversations. It makes interactions more personal and empathetic without the customer ever knowing AI is involved. - Martin Taylor, Content Guru
Financial companies will be able to analyze payment behavior and flag anomalies in real time. Enhanced security and fraud prevention will balance the speed of instant payments, while granular payment data offers opportunities for personalization. - Taira Hall, Citizens
AI is quietly redefining the customer journey by predicting needs before customers articulate them. Through passive intent recognition across platforms, AI anticipates user desires and triggers hyper-personalized experiences in real time. This shift transforms marketing from reaction to intuition, turning brands into proactive companions rather than reactive service providers. - Nicola Sfondrini, PWC
We have seen a game-changing trend where brands are incorporating voice AI agents to improve CX and provide support. In the future, every SaaS product could ship with fully automated support that is available 24/7. - Fenil Suchak, OpenFunnel
AI is beginning to reshape the timing of customer engagement, not just the message. By predicting when a person is most likely to respond or convert, AI can optimize outreach windows on an individual level. This subtle shift from 'what' to 'when' is underutilized by many brands and can dramatically improve outcomes without changing the message itself. - Antara Dave, Microsoft Corporation
One surprising thing about AI in customer experience is how it's exposing the gap between what companies think customers want and what they actually value. Many brands are still using AI to push more personalization, despite data showing that customers often prefer simplicity and consistency. The real opportunity lies in using AI to challenge your assumptions, not reinforce them. - Ishaan Agarwal, Square
AI can create hyperrealistic 'digital twins' of customers for risk-free testing of products and experiences, uncovering hidden needs before a real launch. Many brands haven't fully grasped this deep personalization potential beyond basic data analysis. - Ambika Saklani Bhardwaj, Walmart Inc.
The reality is that brands will no longer own the shopping journey altogether. It used to start with a Google search, visits to a few brand sites and then a checkout. Now, shoppers turn to AI agents like ChatGPT to decide what to buy—and, importantly, buy it right there. The future of e-commerce is agent-led, not brand-owned. Retailers want control, but the shift is underway. Welcome to agentic commerce. - Kamal Nahas, pap!
Agentic AI, powered by emerging standards like Model Context Protocol, decomposes interactions into reusable, context-aware conversation modules, enabling companies to deploy tailored experiences across platforms (phone, chat, voice assistants, AR/VR and so on) without rebuilding interfaces. This model stands to change how we think about customer journeys, adapting dynamically to individual preferences. - Nick Burling, Nasuni
AI is collapsing linear customer journeys into instantaneous decision moments, often before a user even signals intent. By balancing what to remember and when to forget, AI crafts emotionally resonant, frictionless experiences that challenge brand assumptions and optimize for discovery in an AI-first world. - Mark Mahle, NetActuate, Inc.
AI is quietly reshaping CX by learning when not to personalize, strategically forgetting past interactions to avoid user fatigue or creepiness. By tuning memory thresholds based on user psychology, AI creates emotionally safer experiences that feel familiar, yet not intrusive—something most brands haven't optimized for. - Jagadish Gokavarapu, Wissen Infotech
AI enables shoppers to summarize thousands of product reviews across platforms into clear pros and cons within seconds. This strips away cherry-picked testimonials and forces transparency. Brands still banking on curated praise haven't realized they're competing with the customer's personal research analyst. - Andrew Siemer, Inventive
AI is reshaping the customer journey by becoming a post-purchase concierge. Beyond conversion, AI can now orchestrate personalized onboarding, usage tips, proactive issue resolution and even product education, transforming support into a continuous value experience. Yet most brands still treat post-sale moments as transactional, missing a massive opportunity for loyalty and upsell. - Pawan Anand, Ascendion
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The levies on the goods on the expanded list go into effect on August 18. Read more here. Consumers' inflation expectations rise amid Trump tariffs Inflation expectations rose from July to August, indicating that consumers remain uncertain about President Trump's trade policies. Year-ahead inflation expectations increased to 4.9% from 4.5% last month, according to the University of Michigan's survey of consumers. Long-run inflation expectations also rose to 3.9% in August from 3.4% in July. "Overall, consumers are no longer bracing for the worst-case scenario for the economy feared in April when reciprocal tariffs were announced and then paused," Joanne Hsu, the university's Surveys of Consumers director, wrote. "However, consumers continue to expect both inflation and unemployment to deteriorate in the future." Consumer sentiment also deteriorated month over month, falling for the first time in four months. The University of Michigan's Consumer Sentiment Index fell to 58.6 from 61.7 a month ago. Read more here. Inflation expectations rose from July to August, indicating that consumers remain uncertain about President Trump's trade policies. Year-ahead inflation expectations increased to 4.9% from 4.5% last month, according to the University of Michigan's survey of consumers. Long-run inflation expectations also rose to 3.9% in August from 3.4% in July. "Overall, consumers are no longer bracing for the worst-case scenario for the economy feared in April when reciprocal tariffs were announced and then paused," Joanne Hsu, the university's Surveys of Consumers director, wrote. "However, consumers continue to expect both inflation and unemployment to deteriorate in the future." Consumer sentiment also deteriorated month over month, falling for the first time in four months. The University of Michigan's Consumer Sentiment Index fell to 58.6 from 61.7 a month ago. Read more here. US import prices rebound in July on higher consumer goods costs US import prices rebounded in July in the latest sign that inflation is set to pick up because of tariffs. Reuters reports: Read more here. US import prices rebounded in July in the latest sign that inflation is set to pick up because of tariffs. Reuters reports: Read more here. Trump says semiconductor tariffs could reach 300% President Trump said Friday he is planning on unveiling tariffs on semiconductor imports over the next two weeks, hinting that those duties could reach as high as 300%. From Bloomberg: Read more here. President Trump said Friday he is planning on unveiling tariffs on semiconductor imports over the next two weeks, hinting that those duties could reach as high as 300%. From Bloomberg: Read more here. Applied Materials' shares sink on weak China demand, tariff risks Shares in Applied Materials (AMAT) sank 14% before the bell on Friday after the chip equipment maker issued weak fourth-quarter forecasts on sluggish China demand, fueling concerns over tariff-related risks. Reuters reports: Read more here. Shares in Applied Materials (AMAT) sank 14% before the bell on Friday after the chip equipment maker issued weak fourth-quarter forecasts on sluggish China demand, fueling concerns over tariff-related risks. Reuters reports: Read more here. China's economy lags in July under pressure from tariffs and a weak property market China's economy lagged in July as factory output and retails sales slowed and house prices dropped, according to data released on Friday. President Trump's tariffs have added to uncertainty on exports and are looming over the world's second-largest economy. Concerns linger despite Trump extending a pause in sharp hikes in import duties for 90 days, beginning Monday, following a 90-day pause that began in May. AP reports: Read more here. China's economy lagged in July as factory output and retails sales slowed and house prices dropped, according to data released on Friday. President Trump's tariffs have added to uncertainty on exports and are looming over the world's second-largest economy. Concerns linger despite Trump extending a pause in sharp hikes in import duties for 90 days, beginning Monday, following a 90-day pause that began in May. AP reports: Read more here. Taiwan lifts 2025 growth forecast, defying US tariff worries Bloomberg News reports: Read more here. Bloomberg News reports: Read more here. These tariffs are bananas An interesting spot from this week's inflation data: Prices for the reliable, potassium-heavy banana have jumped to their highest price ever recorded. Banana prices peaked around $0.64 per pound in the post-COVID inflation wave and then went on a slow downward trajectory. That is, until April 2025, when President Trump announced his first wave of sweeping tariffs. Prices are now hovering near $0.66 per pound. As the Yale Budget Lab chief Ernie Tedeschi noted on X, the average tariff rate on banana imports went from virtually nothing to very much something as Trump imposed tariffs on most US trading partners. That's nuts! An interesting spot from this week's inflation data: Prices for the reliable, potassium-heavy banana have jumped to their highest price ever recorded. Banana prices peaked around $0.64 per pound in the post-COVID inflation wave and then went on a slow downward trajectory. That is, until April 2025, when President Trump announced his first wave of sweeping tariffs. Prices are now hovering near $0.66 per pound. As the Yale Budget Lab chief Ernie Tedeschi noted on X, the average tariff rate on banana imports went from virtually nothing to very much something as Trump imposed tariffs on most US trading partners. That's nuts! Tapestry forecasts annual profit below estimates on tariff pain Tapestry (TPR) stock fell 8% before the bell on Thursday after the Coach handbag maker forecast annual profit below estimates. The company cited higher costs due to tariffs that have hit its margins. Reuters reports: Read more here. Tapestry (TPR) stock fell 8% before the bell on Thursday after the Coach handbag maker forecast annual profit below estimates. The company cited higher costs due to tariffs that have hit its margins. Reuters reports: Read more here. Tariff confusion drives record volume at Los Angeles Port (Bloomberg) — The Port of Los Angeles said it handled the highest container volume in its 117-year history last month, as uncertainty over President Donald Trump's tariffs drives shippers to front-load cargoes. Already the busiest port in the country, LA moved more than 1 million twenty-foot equivalent units (TEUs) in July, an 8.5% increase from a year ago, the operator said on Wednesday. That includes containers entering and exiting its terminals, with loaded imports rising by a similar percentage to nearly 544,000 TEUs. The total volume handled was 14.2% higher than in June. Read more here. (Bloomberg) — The Port of Los Angeles said it handled the highest container volume in its 117-year history last month, as uncertainty over President Donald Trump's tariffs drives shippers to front-load cargoes. Already the busiest port in the country, LA moved more than 1 million twenty-foot equivalent units (TEUs) in July, an 8.5% increase from a year ago, the operator said on Wednesday. That includes containers entering and exiting its terminals, with loaded imports rising by a similar percentage to nearly 544,000 TEUs. The total volume handled was 14.2% higher than in June. Read more here. Pharma tariffs are likely weeks away, Reuters reports US tariffs on pharmaceutical imports are coming but not imminent, Reuters reported Wednesday, citing unnamed sources. Trump has previously warned duties on the drug industry could reach as much as 250%. Reuters reports: Read more here. US tariffs on pharmaceutical imports are coming but not imminent, Reuters reported Wednesday, citing unnamed sources. Trump has previously warned duties on the drug industry could reach as much as 250%. Reuters reports: Read more here. Brazil's Lula announces $5.5 billion in credits for exporters hit by US tariffs Brazilinan President Luiz Inácio Lula da Silva has announced a plan that includes $5 billion in credit to help local exporters handle tariffs . Associated Press reports: Read more here. Brazilinan President Luiz Inácio Lula da Silva has announced a plan that includes $5 billion in credit to help local exporters handle tariffs . Associated Press reports: Read more here. Swiss say tariffs could raise costs for US F-35A jets The original price of the 36 fighter jets Switzerland is buying from the United States could go up by more than $1 billion due to the impacts of tariffs. Reuters reports: Read more from Reuters here. The original price of the 36 fighter jets Switzerland is buying from the United States could go up by more than $1 billion due to the impacts of tariffs. Reuters reports: Read more from Reuters here. 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Treasury Secretary Scott Bessent ruled out Chinese investments as part of a US trade deal. When asked if China would offer a multi-billion dollar pleadges like Japan, South Korea and the EU, Bessent said no. Bloomberg News reports: Read more here. Tariffs bring in record $27.7 billion in July as Trump calls haul 'incredible for our country' Yahoo Finance's Brett LoGiurato and Ben Werschkul report: Yahoo Finance's Brett LoGiurato and Ben Werschkul report: Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
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- Digital Trends
Meta smart glasses with a built-in display might cost as much as an iPhone
Over the past few years, XR devices have exploded in popularity, and while at it, the costs have also gone up dramatically as the underlying tech keeps pushing new boundaries. For example, Apple's Vision Pro costs $3,500, while the Meta Quest Pro hit the shelves at $1,500. Smart glasses, especially those with a built-in display unit, are also slowly climbing up the price ladder. It seems Meta will buck that trend, or at least beat initial estimates for its next-gen smart glasses that are set to arrive later this year. 'Meta recently figured out a way to slash the price for consumers down to about $800, I'm told. The move stems in part from the company accepting lower margins to boost demand — a common tactic for new products,' says a report by Bloomberg. How do Meta's smart glasses work? Currently in development under the codename 'Hypernova,' Meta had initially planned to hawk the smart glasses at roughly $1,000, while some estimates put the price at $1,400. With the purported $800 asking price, it seems Meta is essentially matching the iPhone 16's sticker value in the market, and possibly, the upcoming iPhone 17, as well. It's pretty obvious that Meta will push these glasses as the next-gen personal computing device, one that is an alternative to smartphones, especially the ubiquitous iPhones in its home market. For comparison, display-equipped smart glasses made by the likes of Xreal and Viture usually fall in the $400-600 bracket, and so do next-gen AI glasses with optical projectors, such as the Even G1. Recommended Videos Meta is essentially pulling off the same formula as Google Glass. Instead of a dual-display system that you will find on smart glasses sold by RayNeo, Viture, and Xreal, Meta's 'Hypernova' smart glasses will only feature a monocular display fitted in the lower portion of the right lens. 'Information will only be displayed in front of the wearer's right eye and will appear most clearly when they are looking downward,' says a Bloomberg report. Powered by Qualcomm silicon, the upcoming Meta smart glasses will feature apps for capturing photos, viewing media, launching maps, and checking notifications. How can they stand out? For more intuitive controls, Meta will reportedly offer a neural wristband that will allow users to control the glasses using wrist gestures and hand movements. Smartwatches such as the Samsung Galaxy Watch 8 have already implemented a gesture-based system for navigating the UI. Notably, the wristband will come bundled in the retail package of the 'Hypernova' smart glasses. Interestingly, the glasses will run a customized version of Android, though there might not be a dedicated app store installed on the wearable. Controls will reportedly be handled by a mix of tap and swipe inputs on the side frame. This is going to be a huge driving force for adoption if Meta and Google can somehow figure out a way to at least access and respond to app notifications coming from your connected phone. But it appears that Meta won't let Google enjoy that cake, especially with Google already working on its own AR glasses built atop the Android XR platform. 'The new version will continue to rely heavily on the Meta View phone app,' reports Bloomberg. The Hypernova smart glasses are expected to arrive in a month from now, and it would be worth waiting to see how they explore AI integration when compared to Google's Gemini on the wearable platform.
CNET
18 minutes ago
- CNET
Act Fast to Save 10% on Plaud AI Voice Recorder and NotePin This Back-to-School Season
If you're a student, educator or work at a job that requires you to remember lots of information, you may want a way to automate your note-taking or record meetings and lectures. But not all recorders are alike. If you're looking for a voice recorder that can also transcribe for you, perhaps it's time to try Plaud's AI note voice recorder and case bundle. It's now down to $143 at Amazon, which saves you $16 and amounts to a discount of 10% just in time for this back-to-school season. Plaud's AI note voice recorder comes in three colors, supports up to 112 languages and includes 64GB in storage. Measuring only an estimated 3.5 inches in height and 2.13 inches in width, this compact note voice recorder is perfect for anyone on the go. Plaud's recorder is equipped with a microphone, offers clear recordings and weighs just 30 grams. All recordings are saved as WAV files. On top of its recording features, Plaud offers encrypted recordings for added security. Your purchase includes a magnetic ring, magnetic charging cable, CR5 battery, and a free Starter plan that will transcribe up to 300 minutes for no additional cost. All transcriptions and summaries are created with your choice of GPT-4.1, Claude 4.0, o3-mini or Gemini 2.5 Pro(Beta). If you'd like a different option, the Plaud AI NotePin is also down to $143, making it also $16 off. The NotePin requires one AAA battery, which is included with your purchase. Looking for more back-to-school deals but not sure if these are for you? We've got a list of the best back-to-school tech and gear for your convenience. Why this deal matters Plaud's AI note voice recorders allow you more easily take audio notes during meetings and other important conversations. With its support for up to 112 languages, recording in WAV format and two compact options, now is the perfect time for busy students and professionals to stock up on a note-taker that can make it easier to review any material. Both the note voice recorder and NotePin are 10% off -- a rare discount -- you'll spend $143 and save $16 for a limited time. Plus, you get a free 300 minutes of transcription with purchase, as well as all accessories you'll need to keep your note recorder working.
