Jun 6, 2026
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...
May 23, 2026
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...
May 9, 2026
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...
Apr 11, 2026
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...
Mar 28, 2026
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,...