Oct 10, 2026
Before his first trip to Japan, Colin asked his mobile provider's chatbot one simple question — and the confident answer it gave him could have cost him a small fortune. It's a two-minute story, and it cracks open something much bigger.
In this episode, Colin Shaw and Professor Ryan Hamilton dig into why so many AI...
Sep 26, 2026
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...
Sep 12, 2026
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...
Aug 29, 2026
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,...
Aug 15, 2026
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...