Braze’s twenty twenty-six Global Customer Engagement Review found that ninety-three percent of marketing leaders believe AI helps them accurately understand customer needs — but only fifty-three percent of consumers agree brands are successfully predicting their wants.

That forty-point confidence gap is this episode’s starting point. New academic research from Carnegie Mellon and Microsoft suggests that frequent AI use is associated with measurable declines in critical thinking, and a study of nearly two thousand workers found that only three in ten say their workplace fosters curiosity — a finding that Forbes explored this week in the context of AI’s hidden cost to original thinking at work.

Meanwhile, the evidence of what’s possible when customer intelligence connects directly to business outcomes is real and specific: a major restaurant chain attributed a thirty percent increase in recommendation likelihood to AI-powered research that reshaped its menu decisions, and a health system built predictive models catching missed appointments and prescription delays before they became gaps in care. But in the same week, a major analyst firm assessed one of the largest acquisitions in the CX industry and concluded a significant platform is unlikely to survive as a standalone product, advising its clients to start preparing for a competitive evaluation. And on retail shelves, emotion recognition technology is reading shoppers’ facial expressions in real time and adapting content accordingly — while the peer-reviewed science behind facial-expression-to-emotion mapping remains contested and the EU classifies the technology as high-risk.

This episode unpacks why the gap between how well brands think they understand their customers and how well that understanding actually works may be widening — and what a CMO should be pressure-testing right now. 

Know Your Audience is a weekly podcast about how the nature of understanding your customer is changing — and what that means for the marketers making decisions because of it.
 
Produced by Soulmates AI.

The fastest-growing AI habit among consumers isn’t creating content or learning new skills — it’s shopping. Forty-two percent of consumers used AI to shop in the past month. Product discovery is the single highest-adoption personal AI task tracked across fifty-four categories, and it’s the only one that’s both widespread and still growing. Your consumer is comparing options, interpreting reviews, and narrowing choices inside AI conversations before they ever reach your website, your app, or your store. But most consumer brands measure discovery through search rankings, paid media impressions, and brand tracker scores — surfaces that assume the journey starts on a search engine or a social feed. The AI-mediated portion of the shopping journey is largely invisible to current measurement infrastructure. The gap between where the customer actually starts shopping and where the brand thinks they start is widening every quarter.

Show Notes:

42% of Consumers Now Use AI Tools to Shop, NIQ Data Shows

NIQ research showing AI is becoming embedded in how consumers shop, influencing evaluation, comparison, pricing, and choice narrowing. Based on monthly survey of approximately five hundred consumers across the United States.

NielsenIQ, May 5, 2026

https://nielseniq.com/global/en/news-center/2026/42-of-consumers-now-use-ai-tools-to-shop-niq-data-shows/

Consumers Are Learning to Trust AI Through Shopping

PYMNTS Agentic AI Report Series tracking fifty-four personal AI tasks over five months. Product discovery identified as the highest-adoption, most stable AI habit forming among consumers, with universal reach across age, income, and gender.

PYMNTS Intelligence, May 14, 2026

https://www.pymnts.com/artificial-intelligence-2/2026/consumers-are-learning-to-trust-ai-through-shopping/

IBM-NRF Study: Brands and Retailers Navigate a New Reality as AI Shapes Consumer Decisions Before Shopping Begins

Global study finding forty-five percent of consumers turn to AI during buying journeys. Forty-one percent use AI to research products, thirty-three percent to interpret reviews, thirty-one percent to find deals.

IBM Institute for Business Value / National Retail Federation, January 7, 2026

https://newsroom.ibm.com/2026-01-07-ibm-nrf-study-brands-and-retailers-navigate-a-new-reality-as-ai-shapes-consumer-decisions-before-shopping-begins

How Your Customers Use AI to Shop (2026 Trends)

Consumer survey finding forty-one percent of consumers purchased a product AI recommended in the past six months. Gen Z and millennials twenty-one percent more likely to buy based on AI suggestions.

Klaviyo, 2026

https://www.klaviyo.com/marketing-resources/ai-consumer-trends

Adobe 2026 AI and Digital Trends: Customer Behaviors and AI

Global survey of four thousand consumers. About a quarter now cite AI-powered platforms as their top research tool, ahead of brand websites and online reviews.

Adobe, March 2026

https://business.adobe.com/resources/digital-trends-consumer-report.html

AEO Software Category Grows Over 2000% on G2

G2 reporting that the answer engine optimization software category grew from seven products to over one hundred and fifty in ten months.

G2 / PR Newswire, January 30, 2026

https://www.prnewswire.com/news-releases/aeo-software-category-grows-over-2000-on-g2-as-half-of-b2b-buyers-start-their-search-with-ai-chatbots-over-google-302674557.html

The CX platforms that many brands depend on are under serious financial pressure — Medallia’s five-billion-dollar equity wipeout is the most visible example, but the structural forces behind it apply across the category. At the same time, the CMO role itself is being redefined: Forrester’s latest report argues that AI is pushing marketing leaders from campaign execution into enterprise growth orchestration, while AI-native CX startups are raising at multi-billion-dollar valuations. The old infrastructure is cracking and the role that depends on it is changing shape. Brand leaders who grasp both shifts together will make better decisions than those who see them in isolation.

Show Notes:

Medallia Survived, but the Real Story Should Worry Marketers

Detailed analysis of the Medallia restructuring, Blackstone earnings call commentary, lender consortium plans, and due diligence framework for evaluating PE-backed software vendors.

MarTech, May 11, 2026

https://martech.org/medallia-survived-but-the-real-story-should-worry-marketers/

David Sacks: PE Debt-Fueled Buyouts Are Now Software’s Third Major Exit

All-In Podcast discussion on AI deflation compressing SaaS pricing, net revenue retention declines, and the structural threat to PE software buyout models.

Benzinga / All-In Podcast, May 8, 2026

https://www.benzinga.com/news/topics/26/05/52432945/venture-capitalist-david-sacks-says-private-equitys-debt-fueled-buyouts-are-now-softwares-third-major

The AI CMO: Growth Accountability Gets Next-Level

Forrester report on how AI is reshaping CMO accountability, shifting the role from campaign execution to enterprise growth orchestration. Covers agentic marketing, AI as a new audience, and the shift from headcount-constrained to systems-scaled marketing.

Forrester, April 2026

https://www.forrester.com/blogs/the-ai-cmo-growth-accountability-gets-next-level/

AI Turns CMOs into Chief Growth Officers: Forrester

Coverage of the Forrester AI CMO report, including data on B2C executive growth expectations, B2B AI agent adoption rates, and consumer expectations around agentic marketing.

Campaign US, April 2026

https://www.campaignlive.com/article/ai-turns-cmos-chief-growth-officers-forrester/1956317

Sector Snapshot: Sales and Marketing Gets an AI Makeover

Crunchbase reporting on AI-native CX and marketing startup funding, including Sierra ($950M at $15B), Hightouch ($150M at $2.75B), and Netomi ($110M) rounds.

Crunchbase, May 8, 2026

https://news.crunchbase.com/sales-marketing/gtm-ai-startup-funding-netomi-hightouch/

SurveyMonkey Embeds Survey Creation and Analysis Inside Claude

Coverage of SurveyMonkey’s Claude connector launch, AI buildout since February 2026, and G2 Spring 2026 rankings.

CMSWire, May 7, 2026

https://www.cmswire.com/customer-experience/surveymonkey-embeds-survey-creation-and-analysis-inside-claude/

The way brands understand their customers is changing in ways that are measurable, funded, and accelerating. This particular week made the case hard to ignore — a seventy-million-dollar revenue attribution, a public reckoning with the dominant methodology, and three new entrants in the synthetic audience space, all in seven days.

Show Notes:

TruGreen and conversational AI feedback

Interview with Vicky Katsabaris, Director of XM Strategy (APAC and Japan) at Qualtrics, detailing TruGreen’s move from surveys to call center transcription and AI-driven follow-up conversations.

ecommercenews.com.au, April 30, 2026

https://ecommercenews.com.au/story/self-learning-ai-big-boon-for-qualtrics-cx

The future of feedback software

Industry analysis compiling named practitioner commentary on survey methodology viability, including Richard Owen (co-creator of NPS), Nick Mehta (Gainsight), Colleen Fazio (Forrester), and others.

360 Magazine, April 29, 2026

https://360magazine.com/2026/04/29/medallia-qualtrics-and-the-future-of-feedback-software/

Market Logic launches DeepSights Personas with synthetic panels

Product launch announcement for synthetic panels grounded in proprietary enterprise data, with an AI moderator for qualitative interviews. Clients include Unilever, Vodafone, Bayer, and Philips.

PR Newswire, April 28, 2026

https://www.prnewswire.com/news-releases/market-logic-extends-deepsights-personas-with-synthetic-panels-and-flexible-persona-generation-to-redefine-audience-research-at-scale-302754608.html

Fairgen launches Fairgen Twins marketplace

Launch of a marketplace for simulated market research built from consented panel data sourced from Appinio, Big Village, and Emporia Research.

Yahoo Tech / Sourcing Journal, April 28, 2026

https://tech.yahoo.com/ai/articles/tech-tuesday-digital-twin-takeover-120000195.html

Inside Chime’s AI strategy and synthetic user research

Dennis Yang, Head of Generative AI at Chime, discusses scaling from thirty to two thousand interviews per week using AI agents, synthetic user archetypes with Simile, and his view on the future of single-purpose SaaS.

Rex Salisbury / Cambrian Ventures (YouTube), May 4, 2026

https://www.youtube.com/watch?v=HbP5gbSB7Ic