The Age of Passive Consumers Is Over. Welcome to the AI-Active Customer.
Plus: the AI tool helping CX teams handle infinite support tickets without infinite headcount.
Start every workday smarter. Spot AI opportunities faster. Become the go-to person on your team for what’s next.
📅 November 7, 2025 | ⏱️ 3-min read
Hi there,
Good morning. The line between “AI product” and “AI experience” has disappeared. From taxes to shopping to eyewear, consumer-facing AI is no longer a novelty — it’s the interface through which loyalty, data, and trust are built.
The challenge for leaders isn’t adopting AI faster. It’s building it responsibly, making sure every intelligent interaction still feels human.
Here’s what you need to know.
🧠 Intuit rolls out agentic AI for consumers via Credit Karma & TurboTax
Intuit announced new agentic AI capabilities across its consumer-finance platforms — Credit Karma and TurboTax — creating a combined “Consumer Platform” that automates daily money decisions, debt management, credit monitoring and tax prep in one place.
For CX leaders, this matters because the bar for consumer expectation is rising: smarter, proactive, seamless assistance. If you’re still thinking of “chatbot support,” you’re already behind. Consumers now expect full-lifecycle guidance.
Source: CPA Practice Advisor
💡 Instacart introduces “Cart Assistant” AI-powered shopping companion
Instacart launched a new AI suite — including a customer-facing “Cart Assistant” — that learns preferences, meal-plans, and simplifies omnichannel grocery shopping.
This isn’t just convenience — it’s a new kind of brand interface. Every customer interaction should now learn, adapt, and personalise. If your experience is still one-size-fits-all, you’re already behind the curve.
Source: Retail TouchPoints
🤖 Constructor launches “Product Insights Agent” for e-commerce discovery
Constructor revealed its AI Product Insights Agent (PIA), a “virtual product expert” embedded into product pages, giving shoppers real-time personalised assistance to help them find what fits best.
Discoverability is CX’s silent crisis: customers abandon when they can’t find or trust what’s relevant. Embedding AI that feels like an expert advisor improves conversion and loyalty — transforming your site from a catalogue into a guided journey.
Source: PR Newswire
💡 Cars.com launches “Carson™” AI-engine for shoppers
Cars.com announced the rollout of Carson™, a new multilingual AI-powered search engine that lets users make conversational queries (e.g., “I need something reliable for my family of 5 that won’t break the bank”) and instantly gets matched with relevant vehicles.
Early usage shows Carson handles about 15% of web searches, yields 2× more repeat visits, and produces 30% higher conversion to vehicle-detail pages.
Source: PR Newswire
🛠️ Tool of the Day: Forethought AI Agents
Forethought’s enterprise-grade AI platform deploys multi-agent systems trained on your past tickets and knowledge base to handle support issues across chat, email, voice, and other channels.
Support operations too often stall on scale, staffing, and knowledge fragmentation. Forethought’s multi-agent design offers proactive resolution, consistent performance, and 24/7 availability — but CX leaders must define data quality, agent handoff, and governance before automation scales.
📊 DCX AI Daily Stat
Meta says users have created 20 billion+ images with its AI tools; in-app media generation jumped 10× after “Vibes” launched in the U.S.
Habit formation is here. When creation tools hit billions, your content pipeline, rights model, and moderation stack must assume user-as-creator, not just consumer-as-viewer.
That’s all for today.
The noise around AI is getting louder, but the pattern is clear: consumers are already living inside intelligent systems — and every interaction, every click, is training your brand.
Act accordingly.
See you Monday!
Mark
💡 P.S. Struggling to get your CX projects funded?
