Accenture Song's research reveals a fundamental shift in customer experience: AI Agents are becoming intermediaries between consumers and brands, with 74% of consumers trusting AI to make purchase decisions and 85% open to collaborative decision-making. The key insight is that willingness to delegate varies by product category and individual moment—high-emotion purchases (travel, beauty) see partial delegation, while subscription and routine services see full AI control. Brands must redesign CX not by channel but by customer journey, allowing flexible control handoff as consumers move through the buying process rather than applying one-size-fits-all automation.