The interface is disappearing and with it, the way we measure experience.
As AI takes over more of the customer relationship, the familiar journey of steps, screens, and interactions is vanishing. What once unfolded through a visible process now happens in a single, opaque instant. The customer no longer navigates; they receive a verdict — approved, denied, priced, or personalized — with no visible path leading there.
This collapse of the customer journey has made traditional CX metrics obsolete. Measures like NPS, CES, and CSAT were built for observable experiences, not invisible judgments. They cannot capture trust, fairness, or legitimacy when the process itself has disappeared.
This paper introduces the TAR Framework — Trust, Alignment, and Recourse — a new model for measuring and governing experience in an era where every decision is the interface, and every verdict defines the brand.
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