To stay ahead in today’s market, companies can no longer focus solely on service. Customers now seek memorable and personalized experiences. This is the essence of the Experience Economy, a concept introduced by Joe Pine: experiences—not products or services—hold the highest value. Supporting this, 86% of buyers are willing to pay more for a great experience, even more than for the product itself (Salesforce).
Successful companies are those that deliver immersive, engaging, and personal interactions; not just standard goods or services. This shift represents a major change: from simply “saving time” through services to “spending time on valuable experiences.”
Agentic AI: The Future of Personalization
In the Experience Economy era, Artificial Intelligence (AI) is key to delivering personal and memorable experiences. Joe Pine envisions personal AI that understands each user’s needs, tastes, habits, and aspirations, far beyond chatbot or voice command. AI also supports experience design, from creating storyboards and generating new ideas to analyzing customer engagement in real-time.
Agentic AI takes this a step further with adaptability, proactivity, deep personalization, multimodal interaction, and autonomous learning; going beyond reactive responses to take automatic actions that help users or customers. It becomes a strategic partner in creating meaningful, emotional, and relevant experiences.
The Impact of Agentic AI in the Experience Economy
1. Boosting Engagement
Agentic AI enables proactive, real-time interactions. For example, e-commerce platforms can recommend products exactly when customers need them, or virtual assistants can provide solutions even before a problem arises.
2. Building Trust and Loyalty
Agentic AI reads customer emotions and context to deliver precise, personalized responses. For instance, when a customer is confused or frustrated, AI immediately adjusts recommendations or solutions. The result: customers feel understood, trust the brand more, remain loyal, and are more likely to repurchase or recommend the brand.
3. Transforming Customer Relationships
Brand–customer relationships become more dynamic and personal. For example, AI in banking doesn’t just answer questions, it acts as a personal financial advisor, proactively offering investment tips or money management guidance.
4. Creating Immersive Experiences
Agentic AI enables interactive and immersive experiences. In retail, customers can virtually try products and place orders directly via AI, making shopping fast, easy, and enjoyable. In hospitality, AI concierges offer personalized recommendations and streamline services, making every brand interaction feel more alive, personal, and memorable.
Agentic AI: Starting the Journey to the Transformation Economy
The Transformation Economy is the next stage beyond the Experience Economy, where companies not only deliver memorable experiences but also create real-life impact for customers, such as in health, education, or personal development. This is where Agentic AI serves as a personal guide, offering hyper-personalized, adaptive, and proactive experiences.
With these capabilities, Agentic AI helps brands stay relevant, strengthen long-term loyalty, and build competitive differentiation. Current trends even project that Agentic AI will handle up to 68% of customer service and support interactions by 2028 (Cisco), highlighting its potential to significantly transform customer experiences.
Ready to start? Begin here with Mimin’s Agentic AI solution and elevate your brand’s customer experience to the next level of the Experience Economy.
ABOUT MIMIN
Mimin is a platform that helps businesses to create conversational customer journeys with Artificial Intelligence. With Mimin, businesses can effortlessly build chat journeys and establish a positive customer experience.
The applications that can be generated include, amongst others, the ease of running chat commerce, chat campaigns, customer automation, omnichannel inbox, and Generative-AI chatbot.
With Mimin, businesses can deliver superior customer experiences, strengthen customer relationships, and build stronger customer loyalty.
Learn more about Mimin by contacting:
Mimin
PT. Admin Pintar Kita
Graha Charis Siem
Jl. Tanah Abang 5 No. 21, Central Jakarta
Phone: +62 856 0322 5212
Email: halo@mimin.io
