The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
We believe you should laugh and learn! 'The Intuitive Customer' podcast achieves this. Hosted by Colin Shaw, recognized as one of the top 150 business influencers by LinkedIn, where he has over 283,000 followers, and Prof. Ryan Hamilton, Emory University, discusses how you can improve your Customer Experience and gain growth. This review sums up: "The dynamic between the two hosts makes this podcast. Each brings a unique take on the topic and their own perspective and plays off each other sense of humor. I come away after each episode with a feeling of joy and feeling a bit smarter". Visit www.BeyondPhilosophy.com
Episodes
Everyone's racing to be "AI-first." The problem? Customers didn't vote for it. In this episode, we unpack a practical decision framework for when AI should lead, when humans must lead, and how to avoid automating the very moments that drive loyalty (or churn). We also get into a surprising twist: why AI can sometimes sound more empathetic than people—and what that says about how most service teams are set up today.
Customer Experience isn't short of activity—it's short of new ideas that actually land. In this episode, Colin and Ryan dig into why genuinely fresh thinking in CX struggles to break through, how industries get stuck in "normal science," and why it feels like we're doing more measurement… without more progress. They explore what a real disruption looks like, the warning signs that a paradigm is reaching diminishing ret...
In this episode, Ryan Hamilton and I dig into the invisible "scripts" that hold everyday customer experiences together—those unwritten psychological expectations about what happens next, what signals mean, and how both customers and employees coordinate without even thinking about it. The trouble is: when technology (like mobile payments, kiosks, or automation) changes the steps, it can quietly break the script—creatin...
Why do we actively seek out content that makes us angry? In this episode, Colin Shaw and Professor Ryan Hamilton explore the idea of consuming anger as an emotional experience. From doomscrolling and rage-bait headlines to viral customer complaints and outrage-driven media, they unpack why anger is such a powerful, bonding, and profitable emotion — and what this means for Customer Experience.
Best Quote f...
How will customers decide which decisions to hand over to AI?
As AI agents move to the front of the customer journey, brands are no longer competing for attention. They're competing for selection. And in many cases, they don't even realize they're being bypassed.
This conversation goes beyond tools and technology to examine the psychology of decision-making, trust, empathy, and what happens wh...
What does customer experience look like when AI starts acting on behalf of the customer?
As AI agents increasingly understand customer context, remember past behavior, and reduce friction, they begin to insert themselves between companies and customers.
That shift has major implications for CX, branding, differentiation, and how organizations stay relevant when customers stop visiting websites...
How are you really using AI — and how does that compare to others?
In this episode, Colin Shaw introduces a simple behavioural framework for understanding how people are actually using AI today — not in theory, but in practice — and why this matters enormously for the future of Customer Experience.
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Customer satisfaction has barely moved in over 30 years — despite enormous investment in Customer Experience.
In this episode of The Intuitive Customer, Professor Ryan Hamilton and Morgan Ward speak with Forrest Morgeson from the American Customer Satisfaction Index (ACSI).
ACSI has tracked customer satisfaction continuously since 1994 using the same questions and methodology across the entire...
In this episode of The Intuitive Customer, Professor Ryan Hamilton is joined by Ben Shaw, seasoned brand strategist, to unpack the promises and pitfalls of synthetic audiences - AI-driven research used for faster, cheaper market research.
Synthetic audiences, powered by large language models (LLMs), can replicate customer segments and respond to creative concepts or product questions at scale cutting the t...
Sales and Customer Experience—two critical functions that should work together, but too often operate at odds. This week, Colin and Ryan explore how traditional sales tactics can undermine long-term loyalty and create organisational silos. They share personal stories (including Colin's car-buying nightmare) and practical advice for aligning sales with your desired customer experience. If you want to sell AND build trus...
Trust in traditional institutions is eroding. As customers lose faith in advertising, government and even online reviews, they're turning to voices that feel most relatable: peers and communities. Edelman's latest Trust Barometer shows the most credible spokesperson for a company is now "people like me."
Episode Overview
When everything is one-click easy, do we lose something meaningful? Guest host Dr. Morgan Ward joins Dr. Ryan Hamilton to explore how the right amount of friction in the consumption experience can boost connection, meaning, and long-term use of the product—while the wrong kind just gets in the way.
In this episode, Colin Shaw shares a recent personal experience with a major brand that imposed a 'gag order' (NDA) after a poor service experience — and how this reflects a deeper organizational issue: silos. Together with Professor Ryan Hamilton, Colin explores why siloed thinking leads to incoherent customer experiences, how internal motivations can conflict with C...
Episode Overview
Ever buy something you couldn't wait to get—and then let it sit in the box for days (or weeks)? You're not alone. Guest host Morgan Ward joins Ryan Hamilton to explore why we often love the pursuit of products more than the possession of them.
In this episode of The Intuitive Customer, Professor Ryan Hamilton is joined by guest host Ben Shaw to explore the high-stakes world of rebranding.
From Cracker Barrel's logo backlash to Read more
Summary
Traditional customer feedback is broken. Post-call surveys and quarterly reports are too slow, cumbersome, and overly focused on the company's needs rather than the customer's reality. By the time insights land on a dashboard, the customer has already left—or worse, lost trust.
In this episode of The Intuitive Customer, I (Colin Shaw) and Professor Ryan Hamilton sit down with Dev...
In this episode of The Intuitive Customer, Professor Ryan Hamilton is joined by guest co-host Ben Shaw, Chief Strategy Officer at MullenLowe, to explore the enduring role of brand archetypes in marketing and customer experience. They revisit the origins of archetypes in Jungian psychology and the influential book
Your Customers are Lazy... and Bored: How to Use That to Your Advantage
Show Notes:
This week on The Intuitive Customer, Colin takes a step back and welcomes guest host Morgan Ward to explore one of psychology's favourite contradictions: why customers cling to the familiar, yet crave no...
In this milestone episode, The Intuitive Customer undergoes a transformation. Colin Shaw announces a step back from the regular hosting role, prompting a fresh chapter in the podcast's evolution. Hosts Colin Shaw and Professor Ryan Hamilton introduce two new expert contributors — Dr. Morgan Ward, a consumer psychologist, and Ben Shaw, a brand strategist — to bring fresh perspectives on customer behavior, brand experien...
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