Good Friction, Bad Friction: Why a Little Effort Makes Customers Care

Is AI Making Brands Lose Their Souls?

Jun 20, 2026 - 29:03

Summary Artificial Intelligence is transforming marketing faster than almost any technology before it. Br...View more

Why We Miss The "Old Days" Even If They Were Bad: What Does It Mean For Customer Experience?

Jun 6, 2026 - 28:28

Nostalgia isn't just "remembering the good old days." It's a bittersweet emotion—the strange mix of warmt...View more

How To Decide When Top Use a Human vs AI - A Decision Making Framework

May 23, 2026 - 35:02

Everyone's racing to be "AI-first." The problem? Customers didn't vote for it. In this episode, we unpack...View more

The Customer Experience Paradigm Has Hit Its Limits. What Comes Next?

May 9, 2026 - 27:37

Customer Experience isn't short of activity—it's short of new ideas that actually land. In this episode,...View more

Your Customer Experience Is Held Together By Invisible Scripts—and Tech Is Breaking Them!

Apr 11, 2026 - 30:37

In this episode, Ryan Hamilton and I dig into the invisible "scripts" that hold everyday customer experie...View more

Are Companies Profiting From Your Anger?

Mar 28, 2026 - 30:58

Why do we actively seek out content that makes us angry? In this episode, Colin Shaw and Professor Ryan H...View more

Segments of One: The Promise, the Peril, and the Practicality of Micro-Targeting

Mar 15, 2026 - 26:58

Your Customers Are Deciding What AI Decides. Are You Ready for That?

Feb 28, 2026 - 30:16

How will customers decide which decisions to hand over to AI? As AI agents move to the front of the custo...View more