AI-Infused Customer Experiences: New Opportunities and Obstacles

A recent survey of more than 2,900 consumers found that 38% plan to incorporate AI into their holiday shopping plans this year – and another 32% haven’t ruled it out. Whether they’re using AI to find the best deals, get recommendations based on the recipient’s interests, or gather and analyze product reviews, it’s clear that user experiences are evolving in the face of new technology.

But what does that shift mean for businesses? How effective are different AI tools in helping shoppers meet their goals? And what can organizations do to make sure they’re controlling – or at least involved in – interactions happening on other platforms? How do you validate that your organization's AI-powered shopping experiences meet customer expectations?

WHAT YOU'LL LEARN:

• How AI is reshaping the customer journey and where organizations may lack visibility into new touchpoints
  
• What customers think and feel about their interactions with different AI tools as part of their holiday shopping process
  
• Insights into customer expectations in this new paradigm so you can create user experiences that meet their needs
  
• Why it’s crucial to pair UX evaluations with functional testing for AI experiences
  

Speakers

Maya Baylen

• Senior UX Researcher • Applause

Maya Baylen is a Senior UX Researcher and Portfolio Lead at Applause, where she partners closely with clients to guide strategy, shape research roadmaps and deliver high-quality insights. She leads end-to-end UX programs, coaches researchers and strengthens the structure of Applause’s UX practice to drive more efficient, user-centered digital experiences.

Adrian Garcia

• Senior Solutions Consultant • Applause

Adrian Garcia is a Senior Solutions Consultant at Applause, partnering with global brands to shape tailored testing strategies that elevate digital quality. He works closely with clients to align their goals with Applause’s crowd-powered functional, UX, accessibility, payments and AI testing solutions, helping teams deliver reliable, user-centered experiences across web, mobile and connected devices.

Applause is the worldwide leader in crowdsourced digital quality testing. With testers available on-demand around the globe, Applause provides brands with a full suite of testing and feedback capabilities. This approach drastically improves testing coverage, eliminates the limitations of offshoring and traditional QA labs, and speeds up time-to-market.