Summary 

Before implementing AI, organizations must ask a foundational question: What experience are we trying to deliver? AI should be a means to enhance customer value—not just a cost-cutting tool. 

Colin Shaw, CEO & Founder, Beyond Philosophy LLC, explores how truly understanding what customers value (often emotional, not transactional) is key to building meaningful experiences. 

Watch the video to learn: 

• Why AI should support, not drive, your customer experience strategy 
• A real-world example of how customer behavior differs from what they say 
• The two biggest hurdles to customer-centric AI implementation