Customer Experience Programs Don't Die From Bad Ideas. They Die From This....
Customer experience has a credibility problem, and it isn't the ideas. Forrester has found that over half of CX teams can't prove the ROI of...
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The Intuitive Customer - Improve Your Customer Experience To Gain Growth
The Intuitive Customer, hosted by Colin Shaw, recognized as a global influencer in Customer Experience and Prof. Ryan Hamilton, Emory University, USA. We discuss how you can improve your Cus...
Episodes
20 of 439 episodesThe Missing Link in AI That's Quietly Destroying Your Customer Experience
Before his first trip to Japan, Colin asked his mobile provider's chatbot one simple question — and the confident answer it gave him could h...
The AI Backlash Is Here — And It's Coming for Your Customer Experience
Colin asked his AI assistant one simple question — what time the film started — and it answered, confidently, wrong. A small thing. But it's...
Are You Making One Of The Most Expensive Mistakes In Customer Experience?
Colin Shaw and Professor Ryan Hamilton tackle the two processes that decide everything in customer experience: how memories get in, and how...
The Hidden Tax That's Quietly Costing Your Business a Fortune
Silos are the silent killer of customer experience — but for years we've only argued that from one side of the coin: the customer's. This ep...
Your AI Is Engineering The Perfect Forgettable Experience; Was That The Plan?
In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton continue their deep dive into memory — arguably the most u...
Why Memory Matters More Than Your Customer Experience - Part 1
Nobel laureate Professor Daniel Kahneman said we don't choose between experiences; we choose between the memory of an experience. If that's...
Five Rules for Building Customer Trust — And Why Most Companies Break All of Them
Episode Summary Trust is the foundation of every customer relationship. But here's the uncomfortable truth: most businesses assume they have...
AI-First Is Smart. AI-Only Is A Slow Motion Mistake.
After more than a decade of companies pouring money, technology, and consultants into customer experience, US customer satisfaction sits alm...
Is AI Making Brands Lose Their Souls?
Summary Artificial Intelligence is transforming marketing faster than almost any technology before it. Brands can now create professional-qu...
Why We Miss The "Old Days" Even If They Were Bad: What Does It Mean For Customer Experience?
Nostalgia isn't just "remembering the good old days." It's a bittersweet emotion—the strange mix of warmth, loss, pride, and longing that ca...
How To Decide When Top Use a Human vs AI - A Decision Making Framework
Everyone's racing to be "AI-first." The problem? Customers didn't vote for it. In this episode, we unpack a practical decision framework for...
The Customer Experience Paradigm Has Hit Its Limits. What Comes Next?
Customer Experience isn't short of activity—it's short of new ideas that actually land. In this episode, Colin and Ryan dig into why genuine...
Your Customer Experience Is Held Together By Invisible Scripts—and Tech Is Breaking Them!
In this episode, Ryan Hamilton and I dig into the invisible "scripts" that hold everyday customer experiences together—those unwritten psych...
Are Companies Profiting From Your Anger?
Why do we actively seek out content that makes us angry? In this episode, Colin Shaw and Professor Ryan Hamilton explore the idea of consumi...
Segments of One: The Promise, the Peril, and the Practicality of Micro-Targeting
The Intuitive Customer, hosted by Colin Shaw, recognized as a global influencer in Customer Experience and Prof. Ryan Hamilton, Emory Univer...
Your Customers Are Deciding What AI Decides. Are You Ready for That?
How will customers decide which decisions to hand over to AI? As AI agents move to the front of the customer journey, brands are no longer c...
The Big Problem! What Happens When AI Becomes The Customer?
What does customer experience look like when AI starts acting on behalf of the customer? As AI agents increasingly understand customer conte...
Most People Think They Use AI Well; Many Are Mistaken! Are You?
How are you really using AI — and how does that compare to others? In this episode, Colin Shaw introduces a simple behavioural framework for...
Uncomfortable Truth: The Focus on Customer Experience Hasn't Paid Off, Why?
Customer satisfaction has barely moved in over 30 years — despite enormous investment in Customer Experience. In this episode of The Intuiti...