Today, Amazon launched Interests AI — a shopping agent built to proactively help consumers find what they want. It’s a major step toward the agentic commerce future we predicted last month in our Future of the Customer Journey report. Using CBI’s Business Graph data, we dug into 3 coming shifts: ?? First-party data will define AI personalization ?? D2A (direct-to-agent) commerce will disrupt loyalty ?? A few agents will own the customer relationship Explore how AI agents are reshaping the customer journey in the full report. Link in comments.
AI = Amazon Interests? Amazon has mentioned 'AI shopping' in 4 of its last 5 earnings calls. Today, they announced Interests AI, an AI shopping agent that will proactively help consumers find what they are looking for. Last month, we made three predictions (based on data from the CB Insights’ Business Graph) about the key shifts in how AI agents are transforming the customer journey. Today, Amazon's launch of Interests AI is the start of these predictions becoming a reality, sooner rather than later. 1. First-party transaction data will shape the future of AI-driven personalization. As personalization becomes more sophisticated at the awareness and consideration stages, companies with direct access to first-party data will have an edge. 2. Direct-to-agent (D2A) commerce will kill traditional loyalty. AI agents will upend loyalty programs as agents optimize shopping across groups of merchants and types of consumer needs. 3. A few AI agents will own the customer relationship. Companies like Amazon, Google, Microsoft, and Apple — with critical consumer distribution and financial services infrastructure — are well-positioned in AI-enhanced commerce. For more on how AI will impact the customer journey and data on the startups, public companies, and industry partnerships driving the future of agentic shopping, read our full report (linked in comments).