AI Info Trend

May 11, 2026 · Industry Insights

BCG Unveils 5 Core Rules for Customer Experience in the 2026 AI Era

BCG’s latest report shows that generative AI will dominate holiday shopping in 2025, outlines five new customer‑experience rules—presence, precise guidance, immersive stores, seamless dialogue, and trust—and proposes an Agentic CX Layer with four modules to help brands thrive in the AI‑driven retail landscape.