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Google PlayHow 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:
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Where am I on this curve?
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Where are my customers today?
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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.”
