Webinar – AI and the Art of Anticipation: Powering Proactive Customer Journeys

Consumer expectations are evolving quickly, shifting from reactive problem-solving to a demand for anticipatory service. The tools to meet these expectations have never been stronger. Metrigy’s latest Consumer Experience Index research study reveals a highly positive shift in how consumers engage with AI, especially when it’s leveraged to predict their needs and empower proactive outreach.

This session from Senior Research Analyst Layne Haaksma equips senior leaders with actionable strategies to transform their customer journeys from reactive to proactive. We’ll explore how AI successfully identifies friction points before they escalate and resolves issues faster. We will also look at the “three strikes rule” of brand loyalty and discuss how AI can help intercept and prevent those strikes from ever occurring. Attendees will walk away with a deeper understanding of how consumers perceive today’s CX and what actions companies must take to deliver personalized experiences.

AI and the Art of Anticipation: Powering Proactive Customer Journeys

Presented by: Layne Haaksma, Senior Research Analyst, Metrigy

Date and Time: September 23, 2026, 11:00 AM EDT

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Layne Haaksma