Why “Bolt-On AI” Is Killing CX ROI

Описание: How agentic commerce and AI-native platforms are redefining customer experience

In this interview, Rhys Fisher, Associate Editor at CX Today, sits down with Raj De Datta, Co-Founder and CEO of Bloomreach, to unpack what it really takes to make AI deliver value in customer experience.

With Bloomreach surpassing $260M in ARR, Raj shares hard-earned lessons from scaling an AI-native platform, why most AI deployments fall flat, and how agentic commerce is reshaping how customers discover and buy.

AI is everywhere in CX, but very little of it actually moves the needle. In this conversation, Raj De Datta explains why Bloomreach took a fundamentally different approach, engineering AI directly into the core of the customer journey rather than bolting it on as an add-on.

Key discussion points include:
🔴 Why “AI as a feature” rarely transforms CX, and what happens when it’s built into the platform itself
🔴 What agentic commerce really means, and the three distinct ways it’s changing product discovery and buying behavior
🔴 Real-world examples of how brands like American Eagle, SPANX, and Next are using Loomi AI to drive conversion and revenue
🔴 The capabilities CX leaders should be investing in now as AI becomes a primary customer interface

Next steps for CX leaders:
🔴 Audit where AI is bolted on versus embedded in your CX stack
🔴 Prepare for conversational discovery across search, web, and messaging channels
🔴 Invest in AI-native CRM, email, and web platforms that scale with customer expectations

For more Customer Experience tech news visit https://www.cxtoday.com