What happens when AI becomes your customer’s first point of contact—and their most trusted advisor? In this episode of CX-WISE, Shama Hyder, founder and CEO of Zen Media, breaks down the next evolution of customer experience: from B2B and B2C to A2A—Agent to Agent. She shares how AI is reshaping expectations, why dark social is changing how we measure engagement, and what it really takes to create experiences that customers care about. From bold marketing experiments to the power of analog in a digital world, Shama offers a masterclass in future-ready CX strategy—backed by real-world stories, practical advice, and a healthy dose of optimism. 

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