We’re Using AI to Understand Customers We’ve Stopped Talking To.

AI has given us extraordinary access to information.

We know what people click. What they search. What they buy. What they abandon. What they open, watch and ignore.

We can identify patterns faster than ever before.

But knowing what someone does isn’t the same as understanding why they do it.

Data can tell us what happened. AI can even help predict what might happen next.

But does it tell us why someone was disappointed? Why they stopped trusting us? Why an employee stopped caring? Why something that looked terrific in the research fell flat in the real world?

Sometimes you have to ask.

And listen.

That’s what I find interesting about all of this.

We have more information about people than we’ve ever had before. But I wonder if we’re spending less time actually getting to know them.

I’m not suggesting we stop using the technology. I use it almost every day.

Use the data. Use the technology. Use AI.

Then go talk to someone.