For two decades, the SaaS playbook has been absolute: sell seats, maximize user adoption, and lock enterprises into multi-year, recurring software subscriptions. But the rise of autonomous AI agents is completely flipping the unit economics of the technology stack. When an AI agent can resolve a customer support issue in seconds, the traditional model of charging per seat collapses.

AI is becoming more capable every day, but capability alone doesn’t drive adoption. The real challenge is creating products that people trust, understand, and genuinely want to use. From intuitive design to more natural interactions, this session explores how human experience is shaping the next generation of AI products. As AI becomes part of our everyday lives, what will matter most: what it can do, or how it makes us feel?