The customer experience landscape is changing faster than ever, and artificial intelligence is at the center of this shift. AI is not just personalizing digital journeys - it’s quietly removing them. Increasingly, the only “interaction” a customer has with your brand is the decision itself: an approval, a denial, a recommendation, or a price.
That’s why we’re excited to be a sponsor of TMRE Insights: The Next Era, taking place October 28–30 in Las Vegas, Nevada. This year’s conference brings together insights leaders from across industries to tackle the pressing challenges and opportunities reshaping the way organizations understand their customers.
Our Session
On October 27 at 2:40pm, our Partner & Practice Head of User Experience Strategy & Design, Arnie Guha, will lead a session titled "Invisible Interfaces, Visible Impact: Measuring Brand & CX When AI Owns the Outcome".
This session will explore how AI-driven, outcome-only experiences are redefining customer expectations and brand perception. When the interface disappears, customers don’t evaluate the usability of a process - they evaluate the fairness, clarity, and legitimacy of the result.
For insights leaders, this creates a profound measurement challenge. Traditional UX and CX metrics were built for interactions, not outcomes. Arnie will share a practical framework to close that gap, drawing on examples from banking, retail, and healthcare to show how organizations can rethink how they track and protect trust in an AI-driven world.
What You’ll Take Away
Attendees will leave with actionable tools to:
As AI adoption accelerates across industries, the trust customers place in brands will increasingly hinge on how decisions feel, not how interfaces look. For organizations, that means rethinking measurement programs to capture the emotional and trust-based dimensions of AI-driven outcomes.
Attend with a Discount
That’s why we’re excited to be a sponsor of TMRE Insights: The Next Era, taking place October 28–30 in Las Vegas, Nevada. This year’s conference brings together insights leaders from across industries to tackle the pressing challenges and opportunities reshaping the way organizations understand their customers.
Our Session
On October 27 at 2:40pm, our Partner & Practice Head of User Experience Strategy & Design, Arnie Guha, will lead a session titled "Invisible Interfaces, Visible Impact: Measuring Brand & CX When AI Owns the Outcome".
This session will explore how AI-driven, outcome-only experiences are redefining customer expectations and brand perception. When the interface disappears, customers don’t evaluate the usability of a process - they evaluate the fairness, clarity, and legitimacy of the result.
For insights leaders, this creates a profound measurement challenge. Traditional UX and CX metrics were built for interactions, not outcomes. Arnie will share a practical framework to close that gap, drawing on examples from banking, retail, and healthcare to show how organizations can rethink how they track and protect trust in an AI-driven world.
What You’ll Take Away
Attendees will leave with actionable tools 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 AI adoption accelerates across industries, the trust customers place in brands will increasingly hinge on how decisions feel, not how interfaces look. For organizations, that means rethinking measurement programs to capture the emotional and trust-based dimensions of AI-driven outcomes.
Attend with a Discount
We’re proud to sponsor this year’s TMRE event and to offer colleagues and peers an exclusive 25% discount on registration. Use the code PHASE525 when you sign up to save your seat.
Can’t Wait Until October?
Get a preview of Arnie’s talk in our live webinar on September 11 at 2:00pm ET. This 45-minute session will dive into the same framework and examples, giving you a head start on rethinking CX measurement in the AI era. REGISTER FOR THE WEBINAR HERE
