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

Episod

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  The AI Backlash Is Here — And It's Coming for Your Customer Experience 26.09.2026 36min

  Colin asked his AI assistant one simple question — what time the film started — and it answered, confidently, wrong. A small thing. But it's the crack that reveals something much bigger. A backlash against AI is building: data-center protests, job fears, "AI slop" everywhere. In this episode, Colin Shaw and Professor Ryan Hamilton ask the question most leaders are missing — what happens when that backlash reaches your customer experience? The answer runs through a psychological trap called the halo effect, a word you won't forget ("enshittification"), and one uncomfortable truth: the brands that win won't be the ones using the most AI. Best Quote from the Episode: "The best practice is this: you tell a customer when they're talking to AI, and you tell them when they're not." — Colin Shaw Key Takeaways: Why one bad AI moment can poison trust in your entire brand — the halo effect. "Enshittification": how AI deployed to cut costs quietly makes the experience worse. The transparency line every company will soon have to draw — tell people when it's AI. The real danger of AI slop isn't bad content — it's "voluminous mediocrity." Why You Should Listen: "Should we use AI?" is the wrong question. This episode gives you the right ones — where AI genuinely serves your customer, and where it quietly erodes trust — plus a way to think about it that protects your brand instead of gambling with it. Fifteen minutes now could save you a very public, very expensive mistake. Resources Mentioned Data Center Watch — local opposition blocked or delayed $98B of US data-center projects in Q2 2025: https://www.datacenterwatch.org/q22025 eMarketer — visible AI in marketing is four times more likely to cost brands trust than build it (Klaviyo & Datalily study): https://www.emarketer.com/content/visible-ai-marketing-four-times-more-likely-cost-brands-trust-than-build Emplifi — more than half of consumers would stop buying after an inauthentic experience: https://emplifi.io/press/emplifi-survey-digital-authenticity-ai-report/ Cory Doctorow — the writer who coined "enshittification": https://pluralistic.net/ Ryan Hamilton, The Growth Dilemma (Harvard Business Press): https://store.hbr.org/product/the-growth-dilemma Duolingo's "AI-first" backlash — Fortune: https://fortune.com/2025/06/09/duolingo-ceo-surprised-backlash-ai-first-company-announcement/ About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 286,000 followers and 89,000 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 book 'The Intuitive Customer'. 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's new book was launched in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify  
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  Are You Making One Of The Most Expensive Mistakes In Customer Experience? 12.09.2026 40min

  Colin Shaw and Professor Ryan Hamilton tackle the two processes that decide everything in customer experience: how memories get in, and how they get out. If you haven't heard Parts 1 and 2, start there — Colin and Ryan build on the "memories are structured like fishing nets" idea throughout. Here's the uncomfortable truth at the center of this episode: a customer's memory of your experience isn't a recording you can trust. It's reconstructed, emotional, and easy to distort — and most organizations are accidentally reinforcing the worst version of it. In this episode, Colin and Ryan cover: Storing memories — why memories live in network structures Retrieval — the Zeigarnik effect (why an active goal sharpens memory, and why it vanishes once the goal is met), Forgetting — storage decay, the biology of chemical traces The danger zone: misinformation — Elizabeth Loftus's famous "smashed vs. hit" car-crash study The "So What" — why making customers repeat their complaint makes worse memories,  Key quote: "We don't choose between experiences. We choose between the memory of an experience." — Professor Daniel Kahneman Resources mentioned: Elizabeth Loftus on the misinformation effect: SimplyPsychology Learn about Memory Maker Training and customer science: email [email protected] Explore all episodes, free tools, and resources: beyondphilosophy.com/podcast 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 700,000 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 launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify  
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  The Hidden Tax That's Quietly Costing Your Business a Fortune 29.08.2026 32min

  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 episode flips it over. Colin and Ryan are joined by Dan O'Connell, CEO of Front, to look at silos from the side that actually moves a boardroom — the cost. Front's new research, the Coordination Tax, surveyed B2B customer service, operations, and account management leaders and uncovered a startling baseline: the typical company spends nearly three hours coordinating work for every one hour it spends actually solving a customer's problem. Worse, 42% of companies don't track coordination time at all. It's the single largest cost in most customer operations, and almost nobody is measuring it. Dan, Colin, and Ryan dig into why sophisticated software and AI have so far made the problem worse rather than better, why bolting AI onto broken processes just delivers "a bad job done faster," what the top 14% of companies do differently, and the practical steps any leader can take to start quantifying — and shrinking — their own coordination tax. What You'll Learn Why silos cost you twice: once in customer experience, and once in raw internal inefficiency you're probably not measuring The three-to-one coordination-to-solving ratio, and why "normal" is far more expensive than leaders assume Why more advanced platforms and AI have inherited the coordination gap and scaled it The human cost: how coordination burnout quietly drives your best people out the door What separates the top 14% of companies from everyone else Practical first moves — measuring coordination, aligning cross-functional incentives, documenting the real process, and starting small with AI Memorable Quote "Teams are working around broken systems. AI won't fix that. Until companies address the coordination gap, the problem won't go away." — Dan O'Connell, CEO, Front Resources Mentioned The Coordination Tax report is free to download at Front - Coordination Tax About the Guest Dan O'Connell is the CEO of Front, the customer operations platform built for B2B complexity. Before Front, Dan was the Chief Strategy & AI Officer at Dialpad, where he delivered the first set of generative AI features powered by Dialpad's proprietary large language model. Since joining as CEO in March 2024, Dan has repositioned Front from a shared inbox tool to a category-leading platform for complex customer operations, leading the company past $100M in ARR in September 2025. More than 9,300 businesses rely on Front, which has raised $204M in venture funding from Sequoia Capital, Salesforce Ventures, Battery Ventures, Threshold Ventures, and Uncork Capital, as well as executives from Atlassian, Okta, PagerDuty, Qualtrics, and Zoom. Prior to that, Dan was the CEO of TalkIQ, a real-time speech recognition and natural language processing start-up acquired by Dialpad. Dan has also held various sales leadership positions at AdRoll and Google. He holds an MBA from the University of California, Berkeley, Haas School of Business.Follow Dan on LinkedIn About the Hosts Colin Shaw is a LinkedIn 'Top Voice' with a massive 286,000 followers and 89,000 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 750,000 downloads—and author of seven 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 book ' The Intuitive Customer '. 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's new book was launched in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow Never miss an episode. Apple Podcasts Spotify  
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  Your AI Is Engineering The Perfect Forgettable Experience; Was That The Plan? 15.08.2026 31min

  In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton continue their deep dive into memory — arguably the most underused idea in customer experience. Because here's the uncomfortable truth: customers don't act on the experience you give them. They act on the memory of it. Ryan introduces a brilliant analogy: memory works like a fishing net. Pull up one memory and you drag a whole network of related memories with it. Colin and Ryan then walk through the major types of memory — explicit, implicit, episodic, and the one that matters most for CX, evaluative — before landing on Professor Daniel Kahneman's peak-end rule and why it should sit at the heart of how you design every experience. In this episode, you'll learn: Why memory behaves like a fishing net — and what that means for the moments you'd never think to design The difference between explicit, implicit, episodic, and evaluative memory (and why the last one runs the show) How habits live inside procedural memory The peak-end rule explained: why customers remember the most intense moment and the final moment, and almost nothing else Why a great recovery from a problem can build more loyalty than a flawless experience Memorable moment: "You don't pull up one knot in the net. You drag the whole thing with it." — on why a single bad moment activates every adjacent memory a customer has of your category. Professor Ryan Hamilton Resources: Daniel Kahneman, Thinking, Fast and Slow Qualtrics XM Institute on the financial value of emotion: https://www.qualtrics.com/articles/customer-experience/capture-financial-value-customer-emotions/ Beyond Philosophy's Memory Maker Training: https://beyondphilosophy.com/contact 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 launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press. Follow Ryan on LinkedIn. Subscribe & Follow: Apple Podcasts Spotify    
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  Why Memory Matters More Than Your Customer Experience - Part 1 01.08.2026 31min

  Nobel laureate Professor Daniel Kahneman said we don't choose between experiences; we choose between the memory of an experience. If that's true — and the science says it is — then most organizations are investing in the wrong thing. In this episode, Colin and Ryan explore how memories are actually formed, the difference between short-term (working) and long-term memory, and why your brand is really just a memory structure in the minds of your customers. They dig into how heuristics and biases shape what we remember, why humans are relentless pattern-recognition machines, and what all of this means for the experiences you design. It's the first in a three-part series on the topic Colin calls his favorite of all. In this episode, you'll learn: Why memory — not the live experience — drives customer decisions, loyalty, and price tolerance The difference between short-term/working memory and long-term memory (and why most of your experience gets "binned" within seconds) How memories are stored as a connected network of "nodes," not isolated facts Why a brand, from the customer's point of view, is simply a memory structure, making brand management a form of memory management How customer expectations are built from memory, and what that means for "meeting and exceeding" them Where heuristics and biases come from — what's innate, what's learned, and what's situational The practical "so what" for designing experiences that customers actually remember Key quote: "We don't choose between experiences. We choose between the memory of an experience." — Professor Daniel Kahneman 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 launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press. Follow Ryan on LinkedIn.   Resources & links: Kahneman, The Riddle of Experience vs. Memory (TED): https://www.ted.com/talks/daniel_kahneman_the_riddle_of_experience_vs_memory HBR, An Emotional Connection Matters More Than Customer Satisfaction: https://hbr.org/2016/08/an-emotional-connection-matters-more-than-customer-satisfaction Beyond Philosophy training & resources: https://beyondphilosophy.com  
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  Five Rules for Building Customer Trust — And Why Most Companies Break All of Them 18.07.2026 26min

  Episode Summary Trust is the foundation of every customer relationship. But here's the uncomfortable truth: most businesses assume they have it when they don't. PwC's latest research found that 90% of executives believe their customers trust them highly — yet only 30% of customers actually do. That's a 60-point gap. And it's growing. In this episode, Colin Shaw and Professor Ryan Hamilton from Emory University break down the five rules that are guaranteed to build genuine, lasting trust with your customers. These aren't theoretical — they're drawn from decades of real CX work, rooted in behavioural economics, and illustrated with the kinds of real-world examples that make you realise how often companies (and people) get this wrong. What You'll Hear in This Episode: Why trust is earned, not given — and why that changes everything about how you approach customer relationships The authenticity trap: why trying to appear authentic is worse than not trying at all Why you should always tell customers the bad news early — and why hiding it always costs you more in the end The Fiverr story: how a supplier destroyed trust before they'd even started the job Why consistency and reliability are not soft values — they're heuristic signals that your customers use to judge whether they can trust you for the things that really matter How the "emotional bank account" works — and why you need to be in credit before something goes wrong Quote of the Episode: "The danger is people will be too strategic about authenticity. The point is not to act like you're authentic. The point is actually to be authentic." — Professor Ryan Hamilton, Emory University Resources Mentioned: Connect with Colin Shaw on LinkedIn: https://www.linkedin.com/in/colinrjshaw/ Connect with Professor Ryan Hamilton on LinkedIn: https://www.linkedin.com/in/prof-ryan-hamilton/ Beyond Philosophy website: https://beyondphilosophy.com PwC Trust in Business Survey: https://www.pwc.com/us/en/library/trust-in-business-survey.html 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 launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn.  Subscribe & Follow  Apple Podcasts Spotify
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  AI-First Is Smart. AI-Only Is A Slow Motion Mistake. 04.07.2026 26min

  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  
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  Is AI Making Brands Lose Their Souls? 20.06.2026 29min

  Summary Artificial Intelligence is transforming marketing faster than almost any technology before it. Brands can now create professional-quality advertisements in hours rather than months and at a fraction of the cost. But as AI-generated creative becomes more common, an important question is emerging: Are brands becoming more efficient while losing some of the humanity that customers value? In this episode, Ben Shaw and Professor Ryan Hamilton explore the growing use of AI in advertising and marketing. They discuss why customers may care less about how cheaply content is produced and more about whether it feels authentic, trustworthy, and emotionally engaging. They also examine why AI may unintentionally create a flood of mediocre content, why consumers often value effort and craftsmanship, and how marketers can use AI without sacrificing what makes their brands distinctive. The discussion reveals that while AI is a powerful tool, it is not a substitute for customer understanding, emotional insight, or great strategy. Best Quote from the Episode: "The companies that win won't be the ones using the most AI. They'll be the ones using AI without losing their humanity."  Ben Shaw Key Takeaways: Customers don't buy efficiency—they buy value, trust, and emotional connection. AI-generated advertising may lower production costs, but it can also reduce perceived authenticity. Consumers often use effort and craftsmanship as signals of quality and credibility. As AI-generated content becomes widespread, "realness" may become an increasingly valuable differentiator. Unlimited AI revisions can lead to creative dilution and "death by a thousand prompts." AI won't fix poor marketing strategy; it simply allows marketers to produce more content faster. Great marketing still comes from human insight, emotion, creativity, and understanding customer needs. The most successful brands will use AI as a tool, not as a replacement for strategic thinking. Why You Should Listen: If you're a marketer, business leader, customer experience professional, or simply curious about how AI is changing the relationship between brands and customers, this episode offers a balanced and practical perspective. You'll learn where AI genuinely creates value, where it creates risks, and why authenticity may become one of the most important competitive advantages in the years ahead. Resources Mentioned Ben Shaw - https://www.linkedin.com/in/benshawuk/ Professor Ryan Hamilton - http://linkedin.com/in/ryan-hamilton-49b3321 About the Hosts: 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 launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press. Follow Ryan on LinkedIn. Ben Shaw is Group Head of Strategy at Smarts, a global PR and Creative agency. Ben also led strategy at BBH and worked client-side with fast-growth start-ups Wheely and Unmind. He's passionate about how brands can challenge culture convention and create ideas people want to spend time with, working on brands like Audi, Google and Burger King.  Beyond advertising, Ben champions mental health awareness and rare disease research, drawing on both personal experience and professional curiosity.
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  Why We Miss The "Old Days" Even If They Were Bad: What Does It Mean For Customer Experience? 06.06.2026 28min

  Nostalgia isn't just "remembering the good old days." It's a bittersweet emotion—the strange mix of warmth, loss, pride, and longing that can make you feel good… even when the memory you're describing sounds objectively terrible. In this episode, Colin and Ryan dig into why nostalgia is so powerful (and why it's everywhere right now). They explore the paradox: people don't just get nostalgic about the happy stuff—they also get nostalgic about the hard stuff, because it becomes part of identity ("I survived," "it made me," "we were close," "look how far we've come"). And for Customer Experience? Nostalgia isn't retro wallpaper. It's an emotional lever tied to belonging, meaning, and identity—exactly the things that shape customer decisions. What you'll hear in this episode Why nostalgia is pleasant and painful at the same time Why people compete over who had it worse How nostalgia acts like an emotional "anchor" during uncertainty How brands "clone" nostalgia in advertising—and why it works when it's authentic Quote of the episode "Nostalgia isn't about reliving the pain—it's about reliving the meaning." — Colin Shaw Resources Mentioned Colin Shaw - https://www.linkedin.com/in/colinrjshaw/ Professor Ryan Hamilton - http://linkedin.com/in/ryan-hamilton-49b3321  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 launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify
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  How To Decide When Top Use a Human vs AI - A Decision Making Framework 23.05.2026 35min

  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 when AI should lead, when humans must lead, and how to avoid automating the very moments that drive loyalty (or churn). We also get into a surprising twist: why AI can sometimes sound more empathetic than people—and what that says about how most service teams are set up today. What you'll learn in this episode Why "AI-first" is usually a cost initiative pretending to be a strategy A simple way to decide human vs AI based on the emotional and situational stakes Where automation genuinely improves CX (and where it quietly wrecks trust) Why AI can come across as more patient and empathetic—and why that's a warning sign Best Quote from the Episode: "AI-first' is not a strategy. It's a cost program wearing a strategy's suit." - Colin Shaw Resources Mentioned Colin Shaw - https://www.linkedin.com/in/colinrjshaw/ Professor Ryan Hamilton - http://linkedin.com/in/ryan-hamilton-49b3321  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 launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify
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  The Customer Experience Paradigm Has Hit Its Limits. What Comes Next? 09.05.2026 27min

  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 genuinely fresh thinking in CX struggles to break through, how industries get stuck in "normal science," and why it feels like we're doing more measurement… without more progress. They explore what a real disruption looks like, the warning signs that a paradigm is reaching diminishing returns, and how leaders can break out of the loop. Best Quote  "When a paradigm hits its limits, the next move isn't 'do more.' It's think differently—and be willing to ruffle a few feathers." Colin Shaw: Key Takeaways Are we measuring more because we're improving—or because we don't know what else to do? If satisfaction is stagnating, what "accepted" CX beliefs might be holding us back? What would a real CX disruption look like—and are we brave enough to recognize it when it shows up? Why You Should Listen If you've felt like CX is turning into an echo chamber—same language, same frameworks, same playbook—this episode gives you a sharper lens on why that happens and what to do next. You'll hear how paradigm shifts actually work, the signals that the current model is running out of runway, and practical ways to find (and foster) ideas that can genuinely move the industry forward. Resources Mentioned Colin Shaw - https://www.linkedin.com/in/colinrjshaw/ Professor Ryan Hamilton - http://linkedin.com/in/ryan-hamilton-49b3321  ACSI National Customer Satisfaction (Q3 2025 press release): https://theacsi.org/news-and-resources/press-releases/2025/11/13/press-release-national-acsi-q3-2025/ PwC Global Workforce Hopes and Fears (psychological safety): https://www.pwc.com/gx/en/issues/workforce/hopes-and-fears.html 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 launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify  
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  Your Customer Experience Is Held Together By Invisible Scripts—and Tech Is Breaking Them! 11.04.2026 30min

  In this episode, Ryan Hamilton and I dig into the invisible "scripts" that hold everyday customer experiences together—those unwritten psychological expectations about what happens next, what signals mean, and how both customers and employees coordinate without even thinking about it. The trouble is: when technology (like mobile payments, kiosks, or automation) changes the steps, it can quietly break the script—creating uncertainty, awkwardness, and friction that wasn't there before. We explore why these scripts matter, how they differ by culture, and what leaders can do to help customers adopt new scripts without creating "prairie dog" moments. Best Quote from the Episode "A lot of customer experiences work because both sides know the script—until something changes and nobody knows what to do next." Professor Ryan Hamilton Key Takeaways What "scripts" are you unknowingly relying on in your customer journey—and what happens when they break? If you introduce new tech, what clear "signal" replaces the old customer behavior that used to communicate intent? How are you designing for different adoption speeds—early adopters and customers who want the old way back? Why You Should Listen If you're rolling out AI, automation, self-service, kiosks, or new payment methods, this episode will help you spot the hidden expectations that make experiences feel effortless—and show you how to redesign the cues and signals so customers don't feel confused, awkward, or abandoned. Resources Mentioned Colin Shaw - https://www.linkedin.com/in/colinrjshaw/ Professor Ryan Hamilton - http://linkedin.com/in/ryan-hamilton-49b3321  Monty Python "haggling" clip (Life of Brian): https://www.youtube.com/watch?v=-2iZjxSGca8 Our Workshops: https://beyondphilosophy.com/motivational-workshops/ 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 launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow   Apple Podcasts Spotify  
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  Are Companies Profiting From Your Anger? 28.03.2026 30min

  Why do we actively seek out content that makes us angry? In this episode, Colin Shaw and Professor Ryan Hamilton explore the idea of consuming anger as an emotional experience. From doomscrolling and rage-bait headlines to viral customer complaints and outrage-driven media, they unpack why anger is such a powerful, bonding, and profitable emotion — and what this means for Customer Experience. Best Quote from the Episode "Sometimes people don't just experience anger — they actively consume it, because it makes them feel alive." Professor Ryan Hamilton Key Takeaways Anger is not just a reaction — it's often a deliberate emotional choice People consume negative emotions (anger, fear, disgust, sadness) because emotion beats boredom Rage-bait content works because it delivers safe emotional arousal with no personal risk Brands can unintentionally create rage bait, losing control of the narrative There may be no emotion that can't be monetized — but that raises ethical questions Resources Mentioned Overton's window - https://www.youtube.com/watch?v=FMU0w4MP8Dc&t=5s Colin Shaw - https://www.linkedin.com/in/colinrjshaw/ Professor Ryan Hamilton - http://linkedin.com/in/ryan-hamilton-49b3321   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 launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow  Apple Podcasts Spotify
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  Segments of One: The Promise, the Peril, and the Practicality of Micro-Targeting 15.03.2026 26min
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  Your Customers Are Deciding What AI Decides. Are You Ready for That? 28.02.2026 30min

  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 competing for attention. They're competing for selection. And in many cases, they don't even realize they're being bypassed. This conversation goes beyond tools and technology to examine the psychology of decision-making, trust, empathy, and what happens when AI becomes the primary decision-maker on behalf of customers. 🔑 What We Explore in This Episode Why AI isn't replacing people—it's replacing decision effort How customers decide which decisions they're willing to give up The difference between commodity, complex, and high-risk decisions Why behavioral segmentation matters more than demographics How AI can demonstrate empathy—and why that challenges long-held CX beliefs What it means for organizations when AI mediates the experience instead of them 💬 Best Quote from the Episode "Once AI becomes the primary interface, organizations stop competing for attention and start competing for selection." — Colin Shaw Key Questions Discussed Which customer decisions in your business are already being outsourced to AI—whether you like it or not? As customers trust AI with simple decisions, how far up the decision ladder will that trust extend? If AI becomes the most trusted voice in the journey, what role does your brand actually play? Why You Should Listen If you're still thinking about AI as a tool your organization uses—rather than a force your customers are using—you're already behind. This episode will help you rethink: Where AI fits in the customer decision process Why "human touch" alone is no longer a defensible strategy What leaders must do now to avoid being sleepwalked into commoditization Resources Mentioned Colin Shaw - https://www.linkedin.com/in/colinrjshaw/ Professor Ryan Hamilton - http://linkedin.com/in/ryan-hamilton-49b3321  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 launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify
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  The Big Problem! What Happens When AI Becomes The Customer? 14.02.2026 26min

  What does customer experience look like when AI starts acting on behalf of the customer? As AI agents increasingly understand customer context, remember past behavior, and reduce friction, they begin to insert themselves between companies and customers. That shift has major implications for CX, branding, differentiation, and how organizations stay relevant when customers stop visiting websites, apps, and even stores. This conversation focuses entirely on the customer's perspective, not internal AI efficiency. It's about what happens when customers trust AI agents to search, filter, recommend — and sometimes even buy for them. Best Quote from the Episode "When your customer experience isn't good enough, you get replaced by something that is." — Colin Shaw Key Questions Discussed What happens to customer experience when AI starts making decisions for customers instead of customers interacting directly with companies? If AI becomes the primary filter of choice, how do brands stay visible — and avoid becoming invisible? Which parts of today's customer journey are most at risk of disappearing altogether? Why You Should Listen If you're responsible for customer experience, strategy, marketing, or growth, this episode challenges some deeply held assumptions about how customers discover, evaluate, and choose brands. Rather than focusing on internal AI use cases, this conversation looks outward — at how customer behavior is shifting and what that means for organizations that want to remain visible, relevant, and chosen in an AI-first world. This episode doesn't give you a checklist. It gives you something more valuable: a new way of thinking about where CX is heading — and why waiting is risky. Resources Mentioned Colin Shaw - https://www.linkedin.com/in/colinrjshaw/ Professor Ryan Hamilton - http://linkedin.com/in/ryan-hamilton-49b3321  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 launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify
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  Most People Think They Use AI Well; Many Are Mistaken! Are You? 31.01.2026 32min

  How are you really using AI — and how does that compare to others? In this episode, Colin Shaw introduces a simple behavioural framework for understanding how people are actually using AI today — not in theory, but in practice — and why this matters enormously for the future of Customer Experience. Rather than treating AI as a technology maturity model, Colin reframes it as a behavioural curve, shaped by confidence, trust, intent, and the consequences of being wrong. Drawing on real usage examples, ChatGPT analytics, and current research, Colin outlines four AI usage patterns that people tend to move through over time. Most people touch more than one. Very few stay in just one forever. The episode challenges listeners to ask: Where am I on this curve? Where are my customers today? And where will they be in 3–5 years? This is Part One of a new AI series exploring the implications of changing customer behaviour — and what organisations should be doing now to prepare. Best Quote from the Episode "This isn't a technology maturity model. It's a behavioural one. People don't adopt AI in a single way — they move through patterns depending on trust, confidence, and what's at stake." Colin Shaw, Founder & CEO, Beyond Philosophy Why You Should Listen If you're: wondering how AI will really change Customer Experience unsure whether your organisation is preparing for the right future or trying to understand how customer decision-making is evolving …this episode gives you a clear, practical way to think about AI adoption — grounded in behaviour, not hype. Resources Mentioned Colin Shaw - https://www.linkedin.com/in/colinrjshaw/ Professor Ryan Hamilton - http://linkedin.com/in/ryan-hamilton-49b3321  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 2% 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 launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn.  Subscribe & Follow Apple Podcasts Spotify  
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  Uncomfortable Truth: The Focus on Customer Experience Hasn't Paid Off, Why? 17.01.2026 29min

  Customer satisfaction has barely moved in over 30 years — despite enormous investment in Customer Experience. In this episode of The Intuitive Customer, Professor Ryan Hamilton and Morgan Ward speak with Forrest Morgeson from the American Customer Satisfaction Index (ACSI). ACSI has tracked customer satisfaction continuously since 1994 using the same questions and methodology across the entire US economy. And the long-term data tells a story that challenges many comfortable CX assumptions. Rather than steadily improving as CX practices mature, customer satisfaction rises and falls in cycles — heavily influenced by pricing, profitability, cost-cutting, and broader economic forces. This episode explores why satisfaction scores stagnate, why record profits often coincide with declining customer satisfaction, and why CX leaders need to think beyond journey maps and empathy training. Best Quote from the Episode "Customer satisfaction isn't a straight line. It moves in cycles — and when companies start squeezing for profit, customers feel it." Forrest Morgeson, American Custoimer Satisfaction Index Why You Should Listen? If you work in customer experience, marketing, or leadership, this episode will challenge some of the most widely held beliefs in CX. You'll gain: A data-led perspective grounded in 30 years of evidence A clearer understanding of why satisfaction scores fall despite CX investment Practical insight into the economic forces shaping customer experience A more realistic way to think about CX performance and ROI   Resources Mentioned  American Customer Satisfaction Index: https://theacsi.org/the-acsi-difference/us-overall-customer-satisfaction/  Forrest Morgeson - https://www.linkedin.com/in/forrestmorgeson/   About the Hosts: 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 launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn.  Morgan Ward is an adjunct marketing professor, weekly expert guest on The Take—11Alive's in-depth news program that explores timely stories through expert insight—With over 20 years of experience advising clients ranging from start-ups to Fortune 500s and publishing in top academic journals, she's passionate about decoding the symbolic and cultural forces that shape consumer behavior. Her work focuses on status, identity, and decision-making across sectors like luxury, retail, and tech. Beyond consulting, Morgan serves as an expert witness in branding and advertising litigation, bringing academic rigor to questions of perception, distinctiveness, and influence. Follow Morgan on LinkedIn (https://www.linkedin.com/in/morgankward-phd/)   Subscribe & Follow  Apple Podcasts Spotify  
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  The Rise of Synthetic Audiences: Fast, Cheap… but Believable? 03.01.2026 33min

  In this episode of The Intuitive Customer, Professor Ryan Hamilton is joined by Ben Shaw, seasoned brand strategist, to unpack the promises and pitfalls of synthetic audiences - AI-driven research used for faster, cheaper market research. Synthetic audiences, powered by large language models (LLMs), can replicate customer segments and respond to creative concepts or product questions at scale cutting the time and cost of traditional surveys. But does it come with trade-offs?  Expect lively debate on the AI vs. LLM naming debate, the enduring value of ethnography and nuance, and practical tips for blending synthetic and traditional research to make smarter, more human-centred decisions. From democratising access to consumer insight to questioning the believability of robot-approved ad copy, this candid discussion highlights how to use these tools wisely.  🔑 Key Takeaways Synthetic ≠ Real: Synthetic audiences use LLMs to predict human responses—they're powerful, but they're still not replacements for real people. Direction not Proof: Treat synthetic audiences as a first-cut hypothesis tool i.e.great for inspiration, not yet reliable as stand-alone evidence. Nuance & Minority Voices Matter: AI often defaults to the average response, risking loss of critical insights from edge cases or minority behaviours. Democratisation of Insight: With the right data, teams from product to shop-floor staff can ask customer-centred questions directly. Best Practice: Use synthetic audiences for speed and hypothesis testing, then validate with real humans—especially for high-stakes decisions. 📚 Resources & Mentions HubSpot CMO Kipp Bodnar "Better, faster, AND cheaper isn't a trade-off anymore" Harvard Business School study 'Using LLMs for Market Research'
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  Are Your Salespeople Sabotaging Your Customer Experience? 20.12.2025 26min

  Sales and Customer Experience—two critical functions that should work together, but too often operate at odds. This week, Colin and Ryan explore how traditional sales tactics can undermine long-term loyalty and create organisational silos. They share personal stories (including Colin's car-buying nightmare) and practical advice for aligning sales with your desired customer experience. If you want to sell AND build trust, this episode is for you. Best Quote of the Episode: "If you can't proudly stand behind the experience you're creating, you've got a problem." — Colin Shaw Key Takeaways: ✅ Traditional closing techniques can damage trust, even when they maybe effective ✅ Sales incentives often conflict with customer experience goals ✅ Leadership must deliberately define the experience they want to deliver ✅ Culture matters: a sales-first mentality breeds silos and resentment ✅ Aligning sales and CX is essential for long-term success, not just short-term gains 👉 Got a business challenge you'd like us to tackle? Visit www.BeyondPhilosophy.com/pickle and tell us about it! 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   Follow Ryan on LinkedIn.  Subscribe & Follow   Apple Podcasts Spotify