This podcast discusses the impact of artificial intelligence (AI) on customer experiences, drawing upon trust-commitment theory and service quality models. It identifies key factors such as perceived convenience, personalization, and AI-enabled service quality that influence customer interactions. Trust and perceived sacrifice are highlighted as mediating factors in shaping these AI-driven experiences. The discussion offers practical advice for marketers on leveraging AI ethically to enhance customer relationships while also addressing challenges like data privacy and algorithmic bias. Ultimately, the podcast argues for a balanced approach that combines AI's capabilities with a human touch to create meaningful customer connections. This podcast is based on a review of the article Customer Experiences in the Age of Artificial Intelligence, by Professor Ameen and co-authors, published in the journal Computers in Human Interaction, published in 2021.