In this conversation, Gary Marra and guest Chris Hood delve into the complexities of AI in customer experience. They discuss the hype surrounding AI technologies, the importance of critical thinking, and the need for businesses to prioritize customer needs over technology. They explore the historical context of AI, the risks of blindly following trends, and the gap between expectations and reality in AI capabilities. The discussion also touches on the implications of AI in healthcare and the importance of mindful implementation in business practices.

Takeaways

• AI is often overhyped, creating unrealistic expectations.
• Critical thinking is becoming a lost art and skill
• Customer needs should drive technology adoption, not the other way around.
• There is a significant gap between AI's perceived and actual capabilities.
• Education about AI is crucial for both consumers and leaders.
• The risks of relying on AI without understanding its limitations are high.
• Historical context shows that AI is not a new concept but has evolved.
• Mindful use of AI can enhance customer experience if done correctly.
• Healthcare applications of AI show promise but require careful consideration.
• Leaders must ask customers how they want to engage with technology.

00:00 Introduction 

03:00 The Hype vs. Reality of AI

07:12 Critical Thinking in the Age of AI

09:49 Customer Obsession vs. Technology

13:08 The Risks of Blindly Following AI Trends

19:05 The Gap Between AI Expectations and Reality

22:20 Mindful Uses of AI in Business

25:40 Does It Hold Water? AI in Medicine/Healthcare

31:30 Chip Shots

• 📖 Book: Infailible - The Artificial Intelligence Ideology Reshaping Consumer Behavior
• 🌐 Website: https://chrishood.com/
• 📱 LinkedIn: https://www.linkedin.com/in/chrishood
• 🐦 Twitter: @ChrisHood1

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