AI Is the New UI: Staying Relevant When AI Mediates Customer Decisions

This March, we hosted a 30-minute webinar sharing the key takeaways from our recent CMO Breakfast, where senior marketers and brand leaders discussed how AI is reshaping the relationship between brands and their customers.

One theme came up again and again: AI isn’t just helping customers anymore, it’s increasingly deciding what they see, what they trust, and what they buy.

The conversation focused on what this shift means for brands, particularly as AI-driven intermediaries begin to sit between brands and their audiences, reshaping discovery, consideration and purchase journeys.

During the session, we explored:

• How to keep customer understanding at the centre of strategy, even when journeys are fragmented and automated
• How AI and automation are disintermediating brands from their customers and rewriting discovery
• What CMOs and brand leaders are doing to protect relevance, salience and direct connection when the “front door” is increasingly AI-driven

If there was one clear takeaway from the session, it’s that brands can’t rely on channels alone anymore. The brands that will win are the ones that invest in customer understanding, distinctive brand assets, and direct relationships – not just distribution.

Watch the recording: