Your next customer might not be human: Designing journeys for people and AI agents
via searchengineland.com
Short excerpt below. Read at the original source.
For the past decade, customer journey design has assumed one thing: the customer is human. A real person. Messy. Emotional. Overloaded. Someone who needs clarity, reassurance, and a sense of progress to keep moving forward. But in 2026, that assumption no longer holds. AI agents are starting to influence how people search, compare, choose, and […]