How agentic Al is Reshaping Customer Experience

Expert advice, real brand success stories, and actionable strategies to navigate the agentic AI shift

The traditional sales funnel is collapsing. By 2030, 55% of digital consumers will begin their product research on AI platforms, and 25% of global ecommerce sales will be enabled by AI agents. The question is no longer whether agentic AI will reshape your customer experience — it already is.

In this guide, 4 experts from Contentsquare and Microsoft share how brands like L'Oréal, IKEA, ASOS, and Estée Lauder are already using AI agents to personalize experiences, democratize data access, and accelerate time-to-market. With measurable results: +632% AI-referred traffic growth, 47% of customer inquiries resolved automatically, and €1.3 billion in revenue unlocked through a new channel.

A practical 4-step playbook to turn agentic AI into a lasting competitive advantage.

A proven methodology to redesign your website using your own data:

The sales funnel is collapsing: By 2030, 55% of digital consumers will start their product research on AI platforms, and 25% of global ecommerce sales will be enabled by AI agents. Brands must now compete not just for clicks, but to be chosen by an algorithm.
3 types of AI agents reshaping CX: Generalized agents (Copilot, ChatGPT, Perplexity) are the new search bar; branded agents (ASOS, Ralph Lauren) create direct, controlled customer relationships; and conversational data is becoming the most valuable signal to understand customer intent.
Real-world results from leading brands: See how IKEA turned an AI deployment into a €1.3 billion revenue channel, how Estée Lauder resolved 47% of customer support inquiries automatically, and how L'Oréal accelerated trend-to-market speed using agentic AI.
Data-backed signals you can't ignore: Organic search fell -9% year over year while AI-referred traffic grew +632%. Understanding how AI-driven visitors behave on your site is now a strategic priority, not an experiment.
4 practical steps to act now: Fix friction before adding AI, track and analyze AI-driven traffic, experiment boldly on one use case at a time, and capture insights in real time — with expert guidance from Microsoft and Contentsquare.

How agentic Al is Reshaping Customer Experience

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