261. Showing Your Work in the Age of AI w/ Ethan Beute

The Customer Experience Podcast

Caution: be thoughtful about what you and your team outsource to generative AI, and what you continue to do yourself.


When it comes to human and machine, the best solution is “both/and”, not “neither/or”. The dreaded follow up email isn’t just about the bullet pointed takeaways; it's not just about the summary. That follow up is about YOU. It's about your ability to listen, learn, understand, guide and recommend. It's about your ability to earn trust and to move things forward. As of now, only humanity can fulfill this emotional component. Most of us can agree that AI is not associated with authenticity, however it’s authenticity that our customers crave.


Solution: “Show your work” by rehumanizing with recorded video messages, perhaps in conjunction with AI generated bullet points. Thus, “both/and”.


More information about Ethan Beute and today’s topics:

• LinkedIn Profile: https://www.linkedin.com/in/ethanbeute/
• Company Website: https://bombbomb.com/
• Other Relevant Links: How Generative AI Changes Creativity (HBR IdeaCast); Don Allen Stevenson III on LinkedIn; Jacqueline Ng Lane on LinkedIn; David De Cremer on LinkedIn; Consumers Crave Authenticity (Forrester)

Related Episodes

• CX 150 with Dr Nick Morgan “Why Your Virtual Relationships Degrade Over Time”
• CX 155 with Dr Roland Rust “How Artificial Intelligence is Driving the Feeling Economy”
• CX 254 with Jeff Shore “Embracing a Psychology-Based Approach to Sales”