In this episode of CX with Chopra, we explore how AI, agents, and trust are reshaping the fundamentals of Customer Experience. The conversation dives into the opportunities and dilemmas brands face as the customer interface shifts from humans to autonomous agents.
What you’ll hear in this episode:
✅ “Trust is a UX API now” – what that means for brand relationships
✅ Why the agent ecosystem is the new CX battleground
✅ From Software-as-a-Service → to Service-as-Software (agents serving on behalf of brands)
✅ The thin line between almost human vs. too human AI
✅ How brands can productise moments, not just data
✅ Why co-creation means brands must “debug” experiences in real time with customers
✅ The future of CX measurement: beyond NPS & CSAT, towards resonance, trust velocity, and emotional impact