In Episode 9 of the Evolve Podcast, we explore the agentic shift—a major transformation in how customers interact with brands as AI evolves from a supporting tool into a primary interface for decision-making and commerce.

As conversational AI and agents become more integrated into daily life, customer behavior is changing rapidly. Instead of navigating websites and apps, users can now ask AI to research products, compare options, and even complete purchases across multiple companies from a single interaction.

Ryan Serpan (Head of CX Practice) and Jordan Cardonick (CX Platforms & Measurement Lead) join Evolve host and Blend's Head of Marketing, Caroline Caldwell to unpack how enterprises should prepare for this shift. The conversation dives into how organizations can design better AI-driven customer experiences, rethink measurement in an agent-driven world, and ensure their data infrastructure is ready to power this new channel.

The discussion also highlights why experimentation and testing today will determine which companies lead—and which fall behind—as agentic commerce becomes main stream.

‍

Key Takeaways :

• AI is becoming a new digital channel where customers research, evaluate, and purchase products through conversational interfaces.
• Customer experience must evolve from traditional software interactions to conversational, context-aware systems.
• Data readiness is foundational for enabling AI agents to deliver personalized, contextual experiences.
• Measurement frameworks must change, as attribution and visibility shift when AI agents transact on behalf of users.
• APIs, metadata, and structured information will become critical for enabling AI systems to interact with enterprise platforms.
• Experimentation is essential now—organizations that begin testing agentic experiences today will be better positioned for the next wave of digital transformation.

‍