"As AI assistants like OpenAI's ChatGPT, Google Gemini and Microsoft Copilot increasingly mediate the customer experience, brands must rebuild their mobile apps and websites to support their use, experts told CX Dive. I think in a year or two, three years, certainly, this whole concept of having an app that you tap and swipe or type stuff into is going to be completely gone, Tobias Dengel, president of Telus Digital Solutions, said. You're just going to want to use your voice."
"AI assistants are the fastest-growing distribution channel, with AI search visitors expected to surpass traditional search by 2028, according to a Semrush study. As of February, nearly two-thirds of websites receive AI traffic, according to an Ahrefs study. Those trends are accelerating, as tech companies add AI assistants to just about everything, including mobile apps, web browsers and operating systems, and brands like Expedia, Spotify and Zillow begin building apps inside of ChatGPT."
AI assistants like ChatGPT, Gemini and Copilot are becoming primary customer touchpoints, forcing brands to rebuild mobile apps and websites for AI interaction. Voice interfaces will increasingly replace tapping and typing. AI search traffic is growing rapidly and is predicted to surpass traditional search by 2028, and many sites already receive AI-driven visitors. Brands must optimize digital properties for agentic, answer or generative engine optimization so AI systems can discover and use their content. That optimization resembles SEO but requires additional technical measures and greater precision. Companies need to experiment across platforms to remain discoverable and competitive.
Read at www.customerexperiencedive.com
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