As AI agents become customers too, designing a single CX journey is no longer enough. Carrie Brough’s latest article explores why organisations need separate paths for humans and AI and how to build them effectively. A must-read for CX and AI leaders planning for what’s next. 👇 #CustomerExperience #AI #ContactCentre #DigitalTransformation TTEC TTEC Digital https://lnkd.in/gxQVuMFE
Wayne Kay great insights there this is something I have worked extensive with my clients when discussing how agent to agent interactions, as we evolve with AI we will see more of AI agents and it's critical we build the digital twins that required to engage with various other agents who interact with your set of CX agents, this is also changing how consumers interact with products and goods
Really strong perspective here, Wayne and what stands out to me is how quickly things break when AI and human interactions are forced through the same journey. The “two lanes, one outcome” concept is the right framing. Where I think this gets really interesting is how we define the crossover points. In my experience, the most effective designs aren’t driven by sentiment—they’re driven by risk, complexity, and decision impact. That’s where orchestration becomes more important than automation. Appreciate you sharing this—definitely an area where CX architecture is evolving fast.