This week, we're going to be exploring the lens through which I see this era of generative AI, especially as it pertains to how we can use these tools and techniques to create better experiences for those we serve. Now bare with me, because I'm going to geek out with you all about the 5 key axioms, or fundamental truths, around generative AI, as well as the 4 stages of the customer experience. Once we understand these, you can leverage generative AI to get outputs that are more efficient and effective for your business.

00:42 Introduction

01:41 The Pragmatics of Human Communication

02:41 5 Key Axioms for Generative AI

03:12 Axiom #1 – AI Output is only as good as Human Input

04:42 Axiom #2 – Data Order Matters

06:17 Axiom #3 – Personalization & Customization

09:48 Axiom #4 – Build Guardrails First

10:22 Axiom #5 – Positive Uses of AI Must Outweigh Nefarious Ones

11:34 Recap of 5 Axioms

13:48 Overview of Customer Experience

17:16 4 Stages of Customer Experience

21:49 Prioritizing Audience's Feeling

24:51 Wrap Up & Conclusion

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