AI is everywhere in the CEO conversation. The mistake I see? Treating AI like a cost-cutting tool rather than a connection-deepening tool.
The cult brands don’t bolt technology onto an old culture; they integrate it to make the customer feel known and valued. Top brands used data to understand riding habits, not just inventory needs. That’s how you create loyalty at scale.
Three moves I recommend:
- Break down silos. Put marketing, ops, and IT in the same room to design customer experiences together.
- Use AI for personalization. Make interactions feel like you’ve been listening all along.
- Build digital rituals. Create predictable, shareable moments that customers look forward to, like holidays.
AI is only as valuable as the emotional connection it amplifies.