Lesson 2: The Delegated Customer Journey

Last updated: 2026-04-27

For twenty-five years, the customer journey assumed a human at every step: a problem, a search, a few clicks, a comparison, a decision. AI agents collapse most of those steps into a single conversation. A site that wants to be chosen has to convince something that does not skim, scroll, or feel.

Lesson 2: The Delegated Customer Journey

Blackboard

From browsing to delegating

11 min

Pause and Think

Practice Question

Question

Does not count for certificate

Choose one answer, use the hint if needed, then check your answer.

Use the hint before checking if you need a nudge.

Choose one answer, then click Check Answer.