The Experience Algorithm
How AI Will Shape Every Human Interaction by 2028
By 2028, the Chief Experience Officer (CXO) will no longer simply oversee customer and employee touchpoints. They will be the architect of personalized, predictive, and emotionally resonant experiences that drive loyalty and business growth. AI will be central to designing end-to-end experiences that adapt in real time, measure emotional response, close feedback loops instantly, and scale empathy across physical and digital channels. CXOs will harness AI to shape not just interfaces but human perception, trust, and brand meaning.
Use Case #1: Emotionally Intelligent Experience Design
In 2028, AI will enable CXOs to measure and respond to emotional states, preferences, and intentions in real time across every interaction. The result: experiences that feel human, personalized, and deeply resonant.
What It Means in Action
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