We are thrilled to join other industry leaders as Sponsor of the upcoming TMRE Insights: The Next Era conference on October 28-30 in Las Vegas, Nevada, USA!

We will be sharing some of our latest insights during a session on October 27 at 2:40pm titled, "Invisible Interfaces, Visible Impact: Measuring Brand & CX When AI Owns the Outcome" presented by Partner & Practice Head, User Experience Strategy & Design, Arnie Guha. 

More about the session

AI is reshaping customer experience — not just by making interfaces adaptive, but by making them disappear. Increasingly, the only “interaction” is the outcome itself: a price, a recommendation, an approval, or a denial. In this outcome-only world, customers judge brands not on the smoothness of the journey, but on the fairness, clarity, and legitimacy of the decision. For insights leaders, this creates a new measurement challenge: traditional UX and CX metrics miss the emotional and trust responses that outcome-only experiences trigger.

Drawing on cross-sector examples, from banking to retail to healthcare, Arnie Guha will show how invisible interfaces change the drivers of brand perception, what to measure in place of interaction satisfaction, and how to integrate outcome-level metrics into brand tracking and journey analytics. Attendees will leave with a practical measurement framework to protect brand equity and CX in an era where AI is the unseen interface and the quality of its decisions is the experience.

By the end of this session, you will be able to:

• Diagnose brand and CX risks when the interface disappears and outcomes become the primary touchpoint.
• Redesign measurement programs to include outcome-level metrics: perceived fairness, decision clarity, brand alignment, and recourse confidence.
• Integrate new metrics into trackers and journey maps to detect trust erosion before it shows up in churn or complaints.
• Link insights to governance so AI-driven outcomes remain on-brand, aligned with purpose, and defensible
  
  

As proud sponsors, we are offering an exclusive 25% discount if you are looking to attend. Just use the code PHASE525 when you register. 

*We are also offering a preview of this session during our own webinar on September 11 at 2pm ET.  You can register for the webinar here.