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How To Make AI Work in the Real World of CX

The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth

Release Date: 07/19/2025

Your Customers are Lazy... and Bored: How to Use That to Your Advantage

The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth

Your Customers are Lazy... and Bored: How to Use That to Your Advantage Show Notes: This week on The Intuitive Customer, Colin takes a step back and welcomes guest host Morgan Ward to explore one of psychology’s favourite contradictions: why customers cling to the familiar, yet crave novelty. From music playlists to yogurt purchases, from comfort food to product design, Colin and Morgan unpack why we’re wired for both—and how brands can use that tension to create better customer experiences. Best Quote from the Episode “Familiarity earns trust. Novelty earns attention. Get the...

Why Customer Satisfaction Hasn’t Budged in 30 Years: Two new guest experts tell us why

The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth

In this milestone episode, The Intuitive Customer undergoes a transformation. Colin Shaw announces a step back from the regular hosting role, prompting a fresh chapter in the podcast’s evolution. Hosts Colin Shaw and Professor Ryan Hamilton introduce two new expert contributors — Dr. Morgan Ward, a consumer psychologist, and Ben Shaw, a brand strategist — to bring fresh perspectives on customer behavior, brand experience, and the future of CX. Together, the four hosts discuss the state of customer experience today, particularly in light of the stagnant growth in the American Customer...

From Legacy to Loyalty: The Practical CX Playbook That Drives a 90 NPS

The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth

You can theorise about Customer Experience all day, but gaining a Net Promoter score of 90 is not a theory. It shows a great focus and implementation of Customer Experience. This week, we are exploring how this was achieved with , VP of Marketing & Customer Experience at . https://www.rjyoung.com/ RJ Young has been in business for over 70 years and boasts a world-class NPS score of 90+ — no small feat in today’s hypercompetitive market. Kamron shares how they’ve transformed their Customer Experience, navigated organisational silos, and are thoughtfully introducing AI into their...

How To Make AI Work in the Real World of CX

The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth

In this episode of The Intuitive Customer, Colin Shaw speaks with Andy Traba, VP of Product Marketing at NICE, about the company’s new mission: Creating a NiCE World. This isn’t just a rebranding message — it’s a strategic shift toward unified, proactive, and AI-enabled customer experiences. Andy and Colin explore why AI alone isn’t enough, the dangers of siloed implementations, and why leading organizations are turning to platforms — not point solutions — to orchestrate connected, emotionally resonant journeys. If your organization is serious about CX transformation, this...

AI vs. Human: Are You Making The Right Choice or a BIG Mistake!

The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth

AI is taking over—well, at least some parts of customer service. But how do you know when to automate and when to stick with the good old-fashioned human touch? In this episode, we dive into one of the most crucial decisions organizations are making today: When should you use AI, and when do customers actually need a human? Spoiler alert: If you let AI handle everything, you might save money—but you could also drive your customers straight to your competitors. Best Quote from the Episode: "You don’t want AI handling a $300 million defense contract. ‘Hello! I see you're interested in...

The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things

The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth

How do you grow your revenues without upsetting your existing customers? In this episode, Colin Shaw and Professor Ryan Hamilton dive into the new book he has written with Anne Wilson, Senior Lecturer at Wharton. Published by Harvard Business Review Press, the book is called: The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things Available here: https://bit.ly/3ZCN2wD Professor Ryan Hamilton reveal how brand growth often gets derailed not by bad strategy, but by insufficient attention to how your customer segments relate to each other. You may...

What Customers Really Think About Your AI Experience: Academic Research Reveals the Truth.

The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth

Have you ever said “thank you” to a chatbot or Chat GPT? Well, you’re not alone—and you might just be weirder than you think. It turns out AI can be more empathic than people. But what do Customers think of AI experiences? Academic research reveals the answers we discuss in this show. In this special live-recorded episode from the SOCAP Conference, Colin Shaw and Professor Ryan Hamilton explore the psychology behind how customers actually feel about AI—and what that means for your customer experience. Ryan dives into the latest academic research on AI trust, customer behaviour,...

The Brand Builds The Promise; Customer Experience DOES NOT Deliver! Why?

The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth

How happy are you when you buy auto insurance? If your answer is anything other than thrilled, you’re not alone. In fact, years ago, a UK insurance company tried to convince us otherwise with their tagline “Quote Me Happy.” Spoiler alert: Nobody was happy. This raises a fascinating question: What role does advertising play in the customer experience, and why is there such a massive disconnect between the ads we see and what we actually get? In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the Great Expectation Gap—and they’ve brought in a special guest: Ben...

AI Won’t Save Your Customer Experience—But This Might...

The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth

Episode Summary: Everyone’s talking about AI like it’s some kind of CX fairy godmother—“Bibbidi-bobbidi-boo! Your NPS just went up 50 points!” Spoiler alert: it doesn’t work like that. In this episode, Colin and Ryan are joined by Frederic Durand, CEO of Diabolocom, and Collin D. Ehret, Senior Enterprise Sales Director (yes, another Collin… brace yourself), for a no-fluff, practical, and slightly irreverent discussion about what it really takes to implement AI in your customer experience. Diabolocom Website: LinkedIn: Frederic Durand LinkedIn: Collin D. Ehret...

🎉 400th Episode Of The Intuitive Customer Podcast! - These Are Our Biggest CX Lessons

The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth

Eight years, 750,000 downloads, and 400 episodes later, The Intuitive Customer is celebrating this major milestone! In this episode, Colin Shaw and Professor Ryan Hamilton reflect on what has changed in customer experience over the years and share their biggest learnings. 📊 The Reality of Podcasting: Podcasting is booming, with 546 million listeners worldwide. 47% of the U.S. population (12+) listens to a podcast at least once a month. Podcast ad spending is projected to hit $4.02 billion in 2024. But here’s the kicker: 50% of podcasts die after three episodes. Only 20% make...

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Andy and Colin explore why AI alone isn’t enough, the dangers of siloed implementations, and why leading organizations are turning to platforms — not point solutions — to orchestrate connected, emotionally resonant journeys.

If your organization is serious about CX transformation, this conversation provides clear guidance on where to start, what to avoid, and how to align internal functions toward a shared customer strategy.

Quote of the Episode

“The moment you find success with AI, you’ll want more. That’s why you have to start with a platform — not a point solution — so your entire organization can scale, align, and deliver a truly connected experience.”

— Andy Traba, VP of Product Marketing, NiCE

🔑 Key Topics Covered:

NICE’s Global Happiness Index and the emotional impact of service
Why 37% of customers still get stuck in repeat interactions
The risk of siloed AI and “Frankenstack” technology stacks
Platform strategies for AI orchestration and enterprise-wide memory
Proactive service as the new CX battleground
Segment of one personalization and behavioral science applications
Practical starting points for CX leaders in 2025

📎 Resources Mentioned

NiCE - https://www.nice.com/
NiCE Global Happiness Index Report - https://get.nice.com/2024-intl-happiness-index-report.html
Connect with Andy Traba on LinkedIn - https://www.linkedin.com/in/andrew-traba-a75a1b3/

About the Hosts:

Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 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 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press 2025

Quote of the Episode

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