Customer Experience Podcast

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.

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