Our discussion will explore the structural tensions created as AI agents begin to participate directly in customer journeys.

What happens when a customer’s AI agent handles discovery, comparison and purchase entirely on their behalf?

We explore how organisations can ensure their platforms are discoverable, interoperable and transactable by external agents, enabling them to remain in the consideration set even when the customer never visits their site.

When a third-party agent helps a customer arrive at your site, how do your systems recognise and act on that context immediately?

We examine how retailers can avoid the “intent reset” that occurs when AI-driven discovery meets traditional interfaces, enabling the brand’s own concierge experience to continue the journey seamlessly.

External agents can locate products, but they cannot reason through complex needs, build routines or assemble tailored bundles.

We discuss how organisations can embed domain expertise into their platforms so that conversational AI can provide the high-value advice, cross-sell and decision support that turns a simple match into a high-margin sale.

What happens when payment itself is delegated?

We examine the emerging agentic handshake, where transactions may be authorised by the customer but executed by either a third-party agent or a retailer’s own AI concierge.

This raises new questions around payment authorisation, identity, risk controls and how organisations maintain trust and control in agent-mediated transactions.

If a meaningful share of your transactions involved conversational reasoning or autonomous purchasing tomorrow, where would the journey fail?

We discuss how organisations must evolve from simply storing customer data to processing delegated intent and reasoning in real time, while ensuring payments, inventory and fulfilment systems remain resilient at machine speed.