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Summary

As AI agents become integral in decision-making processes, customer journeys are morphing into dual experiences for humans and AI. Unlike humans, AI processes information logically, creating a need for structured data. For European SMBs, this shift means adapting marketing strategies to cater to both audiences, ensuring visibility and competitiveness.
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Full Article (AI)

In recent years, the landscape of customer journey design has been fundamentally transformed. Previously, businesses operated under the assumption that the customer was solely a human entity—emotional, unpredictable, and in need of clarity and reassurance. However, by 2026, this assumption is evolving. 🤖 AI agents are now integral to the decision-making process, influencing how individuals search, compare, and purchase products. This marks a pivotal shift from a singular human journey to a dual journey involving both humans and AI agents. This dual journey is not merely an added layer; it represents a fundamental change. Humans make decisions based on emotions and social proof, while AI agents operate on logic, structured data, and consistency. This divergence means that marketers must design for both entities to remain visible and relevant. If your data is not structured appropriately, your brand may become invisible to AI agents, no matter how compelling your narrative is for human customers. 🛠️ To navigate this evolving landscape, businesses must adopt practical strategies. Start by auditing your website to ensure it is both readable for humans and interpretable for AI agents. Map out the current customer journey and overlay the agent's journey to identify gaps. Ensure that key attributes, such as delivery options and pricing thresholds, are clearly structured and presented for AI interpretation. By doing so, you address both audiences effectively. 🎯 Embracing this dual journey approach offers significant competitive advantages. Brands that adapt to this new reality will emerge as leaders in their industry, as they cater to both the emotional needs of human customers and the logical requirements of AI agents. This dual-focus strategy ensures that your brand remains visible and chosen in a marketplace increasingly influenced by AI. The convergence of human and AI decision-making processes is not a mere trend—it's the future of customer interaction. As marketers, embracing this shift will not only enhance brand visibility but also ensure that your business remains at the forefront of innovation and customer satisfaction.
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Business Impact

The merging of AI into customer journeys signifies a paradigm shift where SMBs must balance emotional storytelling with data-driven precision. This dual approach is crucial for maintaining market presence and enhancing customer engagement.
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Interesting Facts

  • AI agents can filter 200 options to just three for easier human decision-making.
  • AI operates purely on logic and data, unlike emotional human decision-making.
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Business Opportunities

European SMBs can leverage AI by optimizing their digital content for both humans and machines. By structuring key data and enhancing user experiences, they can capture both human and AI-led decisions, leading to increased market reach.
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LAZYSOFT Recommendations

LAZYSOFT advises SMBs to adopt structured data practices and experiment with AI-friendly content strategies. This includes utilizing schema markup and ensuring critical information is accessible for AI processing.