Mobilus Joins AICX Association's "New AI Customer Experience Creation Committee" to Redefine CX in the AI Agent Era
Mobilus, a developer of CX solutions for contact centers, has joined the newly established committee by the AICX Association. The committee aims to redefine the structure of customer experience (CX) for the age of AI agents and establish common design philosophies and implementation guidelines across industries.
📋 Article Processing Timeline
- 📰 Published: April 29, 2026 at 00:00
- 🔍 Collected: April 28, 2026 at 15:31
- 🤖 AI Analyzed: April 28, 2026 at 16:21 (49 min after Collected)
Mobilus Co., Ltd. (Headquarters: Shinagawa-ku, Tokyo; President and CEO: Tomohiro Ishii), a developer and provider of CX solutions for contact centers, has joined the general incorporated association AICX Association (Headquarters: Shinjuku-ku, Tokyo; Representative Directors: Shin Oguri / Kensuke Ozawa) as a member company. Together, they have established the "New AI Customer Experience Creation Committee" (hereafter referred to as the Committee) to redesign the structure of customer experience (CX) across industries in the era of AI agents and have begun recruiting the first batch of participating companies.
The Committee aims not only to serve as a platform for sharing case studies and information but also to redefine how customer touchpoints should exist in the AI agent era and to collaboratively build common design philosophies, practical frameworks, and implementation guidelines.
Mobilus has been pursuing the mission of "Delivering one-step ahead CX to every business," striving to improve experiences through technology. The widespread adoption of AI agents will fundamentally change customer behavior processes and dramatically enhance the customer experience. To respond to this change, data integration across departments such as marketing and support, as well as deep customer understanding, is indispensable. Under the mission of "Overcoming silos, changing experiences," the Committee aims to define next-generation customer touchpoints that walk alongside AI and formulate implementation guidelines for sustainable CX improvement. Together with participating companies, we will lead the CX industry and work to raise the level of customer experience across society as a whole.
### Background: What will happen to companies?
In an era where AI agents mediate purchasing decisions, simply "being chosen by humans" is not enough. If a company's information is not correctly read by AI, it won't even be included in the comparison. It is difficult for a single company to face this structural change alone. There is a need to create a common understanding and design philosophy across the industry now.
Currently, many companies are working on advanced customer touchpoints using AI, but most remain within the scope of individual optimization and have not responded to the structural changes in customer behavior. Meanwhile, due to the spread of AI agents, customer behavior has already begun to change structurally:
- Transitioning to a structure where search, comparison, and selection are conducted via AI, meaning companies must be "chosen before being nominated."
- Companies whose products and services are not correctly interpreted by AI will not even enter the comparison pool.
- As a value standard for inquiry and support touchpoints, the importance of "resolution processing" increases alongside "ease of connection" and brand formation.
- Customer touchpoints fragmented by department will not be optimized for AI, losing competitiveness in the overall experience.
### Why work across industries now?
While many companies are working on similar themes, several issues have become evident:
- Lack of common understanding regarding future customer behavior.
- Discrepancies in direction due to individual companies pursuing their own designs.
- Optimization remaining at the departmental level rather than reaching a holistic design.
In the AI era, customer experience is a management theme that should be redesigned across departments. Rather than individual company optimization, structural understanding and design across the industry are indispensable.
### Positioning of the Committee: From "thinking individually" to "designing as an industry"
The Committee aims to capture changes in customer experience across industries, define common design philosophies, and formulate implementation guidelines applicable to practice. It is not just a study group or a networking platform, but a "place for joint design" directly linked to the practical work and management decisions of each company. The Committee organizes the discussion into three layers: CX (How will customers act?), Technology (What elements realize experience changes?), and EX/Operations (What should the supporting organization look like?). The focus is always on "customer-subject CX."
### Major Initiatives
The Committee will push the redesign of customer experience through three perspectives: "Hypothesis construction, Structuring, and Implementation guidelines."
1. **Hypothesis construction of customer behavior changes:** Organize changes in search, comparison, purchase, and support in the AI agent era, clarifying changes in customer expectations and decision-making processes. Simultaneously, specify information design and metadata requirements to become a "company chosen by AI," forming a common understanding that serves as a strategic premise for each company.
The Committee aims not only to serve as a platform for sharing case studies and information but also to redefine how customer touchpoints should exist in the AI agent era and to collaboratively build common design philosophies, practical frameworks, and implementation guidelines.
Mobilus has been pursuing the mission of "Delivering one-step ahead CX to every business," striving to improve experiences through technology. The widespread adoption of AI agents will fundamentally change customer behavior processes and dramatically enhance the customer experience. To respond to this change, data integration across departments such as marketing and support, as well as deep customer understanding, is indispensable. Under the mission of "Overcoming silos, changing experiences," the Committee aims to define next-generation customer touchpoints that walk alongside AI and formulate implementation guidelines for sustainable CX improvement. Together with participating companies, we will lead the CX industry and work to raise the level of customer experience across society as a whole.
### Background: What will happen to companies?
In an era where AI agents mediate purchasing decisions, simply "being chosen by humans" is not enough. If a company's information is not correctly read by AI, it won't even be included in the comparison. It is difficult for a single company to face this structural change alone. There is a need to create a common understanding and design philosophy across the industry now.
Currently, many companies are working on advanced customer touchpoints using AI, but most remain within the scope of individual optimization and have not responded to the structural changes in customer behavior. Meanwhile, due to the spread of AI agents, customer behavior has already begun to change structurally:
- Transitioning to a structure where search, comparison, and selection are conducted via AI, meaning companies must be "chosen before being nominated."
- Companies whose products and services are not correctly interpreted by AI will not even enter the comparison pool.
- As a value standard for inquiry and support touchpoints, the importance of "resolution processing" increases alongside "ease of connection" and brand formation.
- Customer touchpoints fragmented by department will not be optimized for AI, losing competitiveness in the overall experience.
### Why work across industries now?
While many companies are working on similar themes, several issues have become evident:
- Lack of common understanding regarding future customer behavior.
- Discrepancies in direction due to individual companies pursuing their own designs.
- Optimization remaining at the departmental level rather than reaching a holistic design.
In the AI era, customer experience is a management theme that should be redesigned across departments. Rather than individual company optimization, structural understanding and design across the industry are indispensable.
### Positioning of the Committee: From "thinking individually" to "designing as an industry"
The Committee aims to capture changes in customer experience across industries, define common design philosophies, and formulate implementation guidelines applicable to practice. It is not just a study group or a networking platform, but a "place for joint design" directly linked to the practical work and management decisions of each company. The Committee organizes the discussion into three layers: CX (How will customers act?), Technology (What elements realize experience changes?), and EX/Operations (What should the supporting organization look like?). The focus is always on "customer-subject CX."
### Major Initiatives
The Committee will push the redesign of customer experience through three perspectives: "Hypothesis construction, Structuring, and Implementation guidelines."
1. **Hypothesis construction of customer behavior changes:** Organize changes in search, comparison, purchase, and support in the AI agent era, clarifying changes in customer expectations and decision-making processes. Simultaneously, specify information design and metadata requirements to become a "company chosen by AI," forming a common understanding that serves as a strategic premise for each company.