Did you remember to cancel that free trial or pause the subscription you're not using? The truth is most of us get busy, and a lot of business models quietly benefit from that “I’ll do it later” gap. That gap is closing. Meta’s Muse and the broader wave of AI agents can read email, scan transactions, research alternatives, and follow through on cancellations or purchases without getting tired, distracted, or overwhelmed.

We dig into what Muse’s rapid adoption means for customer experience, subscription retention, and churn. If an AI assistant does the browsing, the comparison shopping, and the form filling, your customers may never visit your website and the human “signals” you rely on to predict renewals can vanish. We also talk about the platform and partnership angle: which brands open the door to agent-based shopping and service, which block it, and why that decision impacts discovery, conversion, and trust.

From there, we get practical. I share concrete ways to become agent-ready in your CX strategy: make leaving easy and staying easier, add real options like pause before cancel, keep a human findable for fast escalations, and brief your frontline teams for customers who arrive with AI-generated summaries. Most importantly, we explore how to earn the final click, the moment a customer approves what an agent did, by reinforcing reassurance, protections, and transparent policies.

If you want to stay ahead of AI shopping assistants, customer service automation, and the new rules of retention, listen now. Subscribe, share this with your team, and leave a quick review so more CX leaders can find it.

Resources Mentioned:
Order your copy of Experience Is Everything -- http://experienceiseverythingbook.com
Learn more about CXI Membership™ and apply -- http://CXIMembership.com
Get more resources -- https://experienceinvestigators.com

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

The fastest way to derail a digital experience is to treat change like a broadcast instead of a collaboration. We sit down for a CX Pulse Check with Gloria Gupta, Senior Director of Customer Experience at the American Medical Association, to talk about what’s really happening on the ground in customer experience and CX transformation right now: rapid tech shifts, rising expectations, and the very human work of getting buy-in across an organization.

We start with a key idea local government leaders are surfacing more and more: tech isn’t the hard part. The hard part is involving stakeholders early, building shared ownership, and staying close to the people you serve. Then we explore AI in contact centers, and Gloria shares how to manage AI like a real team member. We close with the Domino’s app redesign and why testing needs a clear strategy behind it.

If this sparked ideas for your own digital experience or service operations, subscribe, share with a teammate, and leave a quick review so more CX leaders can find the show.

About Gloria Gupta
Sr Director, AMA Service, Sales, and Customer Experience Transformation at American Medical Association

Gloria Gupta leads enterprise-wide customer experience and service at the American Medical Association (AMA). She unified AMA (www.ama-assn.org) sales and service within a Benchmark Portal Center of Excellence, placing AMA service in the top 10% of high performing contact centers world-wide for two decades.

For nearly ten years, Gloria and the CXOne team have led AMA’s extensive CX transformation. She received several leadership and impact awards from the Customer Experience Professionals Association and was named “USCXA CX Leader of the Year” and “Reuters Events Most Influential Woman Leading Change in Healthcare.” Working across AMA business and mission units AMA CXOne earned numerous global awards for CX innovation, culture, and transformation, including “USCXA’s Best CX Team of the Year.”

Follow Gloria on LinkedIn: https://www.linkedin.com/in/gloria-gupta-rdh-ms-fcxp-4760939/

Articles Mentioned:
- Tech ‘isn’t the hard part’ in digital experience, local leaders say (Route Fifty) -- https://www.route-fifty.com/customer-experience/2026/09/tech-isnt-hard-part-digital-experience-local-leaders-say/416263/
- How Hotel CEOs Are Really Using AI, From Voice Agents to a Digital Hyatt CEO (Skift) -- https://skift.com/2026/09/28/what-hotel-ceos-are-actually-doing-with-ai-from-voice-agents-to-a-digital-hyatt-ceo/
- How Domino’s app redesign went wrong and what CX leaders can learn (CX Dive) -- https://www.customerexperiencedive.com/news/how-dominos-app-redesign-went-wrong-and-what-cx-leaders-can-learn/829713/

Resources Mentioned:
Order your copy of Experience Is Everything -- http://experienceiseverythingbook.com
Learn more about CXI Membership™ and apply -- http://CXIMembership.com
Experience Investigators Website -- https://experienceinvestigators.com

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

Your AI just answered a customer. Now ask the uncomfortable question: do they trust it, and do they trust you more or less because of it? We dig into why trust is becoming the defining customer experience metric as automation spreads across chat, contact centers, and self-service. The data is sobering: many leaders believe customers highly trust their brand, while far fewer consumers agree, and that gap is poised to grow as AI gets embedded into everyday service.

We unpack what’s driving the trust slide, including why customers feel more loyal when real people stay visible in the journey and why authenticity matters more than ever. We talk through a practical approach to AI disclosure: when you can treat AI as an internal assist for human agents, and when transparency is non-negotiable because it could feel like impersonation. We also broaden the lens beyond chatbots to AI avatars and video, where the line between real and synthetic can get blurry fast.

Then we get tactical with three questions you can apply to your CX and 2027 planning. Subscribe, share with your team, and leave a review so more CX leaders can build trust before it turns into a crisis.

Resources Mentioned:
Order your copy of Experience Is Everything -- http://experienceiseverythingbook.com
Learn more about CXI Membership™ and apply -- http://CXIMembership.com
Get more resources -- https://experienceinvestigators.com

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)