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The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthAuthor: Colin Shaw, Beyond Philosophy LLC
We believe you should laugh and learn! 'The Intuitive Customer' podcast achieves this. Hosted by Colin Shaw, recognized as one of the top 150 business influencers by LinkedIn, where he has over 283,000 followers, and Prof. Ryan Hamilton, Emory University, discusses how you can improve your Customer Experience and gain growth. This review sums up: "The dynamic between the two hosts makes this podcast. Each brings a unique take on the topic and their own perspective and plays off each other sense of humor. I come away after each episode with a feeling of joy and feeling a bit smarter". Visit www.BeyondPhilosophy.com Language: en Genres: Business, Management, Marketing Contact email: Get it Feed URL: Get it iTunes ID: Get it Trailer: |
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AI-First Is Smart. AI-Only Is A Slow Motion Mistake.
Episode 431
Friday, 3 July, 2026
After more than a decade of companies pouring money, technology, and consultants into customer experience, US customer satisfaction sits almost exactly where it did in 2013. Flat. Now AI arrives as the promised cavalry — and leaders are racing to bolt it onto everything before they understand what they're actually trying to fix. In this episode, Colin and Ryan separate the smart play from the slow-motion mistake. "AI-first" is sound management: if AI delivers a better, faster, or cheaper experience than a human, use it. But "AI-only" — AI sprinkled over everything like fairy dust because leaders are terrified of being left behind — is where companies quietly automate themselves into a commodity and erode the one thing they can't easily win back: trust. Using the now-infamous "microwave test" (brilliant for the peas, a disaster for the steak), Colin and Ryan dig into why so much CX investment has produced so little, and why the companies that win the next decade won't be the ones that adopted AI fastest — but the ones who knew exactly what they wanted it to do. What You'll Learn Why is a tool used without a strategy just an expensive way to make a bad experience happen faster The critical difference between "AI-first" (smart) and "AI-only" (reckless) — and how to tell which one you're actually doing The one question almost no organization can answer — and why you can't deploy AI well until you can How over-reliance on AI quietly costs you on two fronts: differentiation (the same prediction machine is available to every competitor) and trust (the moment customers feel they have to double-check you, you've lost) A simple, strategy-first decision framework for where AI lifts the experience and where a human still wins Featured Insight The companies that win the next decade won't be the ones that adopted AI fastest. They'll be the ones who knew exactly what they wanted it to do — and never lost sight of the most important thing: the customer's experience. Stats & Sources Referenced US customer satisfaction flat since 2013 — American Customer Satisfaction Index Research on cognitive offloading and weakening judgment — Societies, 2025 About the Hosts Colin Shaw is a LinkedIn 'Top Voice' with a massive 286,000 followers and 87,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience. Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn. Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book, "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things," Harvard Business Press. Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify
