Episode web page: https://bit.ly/4sPOsRj

Episode summary

In this episode of Insights Unlocked, Nathan Isaacs is joined by Mike Mace and Michael Domanic to explore how AI is fundamentally reshaping customer experience, user journeys, and digital strategy. From the rise of conversational interfaces to the emergence of agentic AI, they unpack why traditional UX patterns and marketing funnels are quickly becoming obsolete—and what teams need to do instead.

Mike and Michael break down two major shifts: how conversational AI is changing the way people interact with technology, and how AI agents are beginning to act on behalf of customers. They discuss why trust, tone, and personality are now critical components of UX, how AI is disrupting the path to purchase, and why companies must rethink how they design, test, and deliver experiences.

The conversation also explores the rapid pace of AI adoption, the risks of focusing on novelty over real customer value, and how teams can balance immediate action with ongoing experimentation. Ultimately, this episode is a call to rethink not just tools—but the entire relationship between humans and technology.

You’ll learn:

Why conversational AI is changing how users interact with products

How AI is disrupting traditional customer journeys and marketing funnels

What agentic AI is and how it impacts digital experiences

Why trust, tone, and personality matter in AI-driven UX

How to rethink testing for AI-powered products

Where to act now vs. where to experiment with AI

Resources & links