I recently had an interview published on the rise of GenAI-powered conversational interfaces—and why they’re poised to be the next big paradigm shift in customer experience.

The potential is massive, but adoption won’t happen overnight. Like other experience paradigms shifts before it, this one will demand human-centered thinking and a healthy dose of empathy-driven design to truly land.

Read: How GenAI Is Pushing Brands Into Search-First Digital Design