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...
Jan 3, 2026
In this episode of The Intuitive Customer, Professor Ryan Hamilton is joined by Ben Shaw, seasoned brand strategist, to unpack the promises and pitfalls of synthetic audiences - AI-driven research used for faster, cheaper market research.
Synthetic audiences, powered by large language models (LLMs), can replicate...