Mar 15, 2026
Feb 28, 2026
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...
Feb 14, 2026
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,...
Jan 31, 2026
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...
Jan 17, 2026
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...