AI Myths: ‘Customer First’ Means ‘AI Last’ with Chris Hood | Chasing Curiosity and Sharing Boundless Insights from Ideas that Matter

Today we talk to Chris Hood — speaker, strategist, and author of Infallible, a book that challenges a lot of what we’ve been told about AI.  And Chris should know - he’s spent his career working with companies on their digital strategies — from advertising in movie theaters to helping count votes for FOX on American Idol. 

I’ve been avoiding talking about AI on the pod because honestly, I didn’t know what else there is to say.  But Chris offers something new to the conversation I hadn’t heard before.  First, he dispels some myths and suggests that where most people think we are with AI is actually 7 years away.  And there is a huge gap between what companies are focused on and what consumers really want.  And since we are the consumers, we have the power to decide how fast this moves.  The truth is most consumers aren’t crazy about any of this, and Chris has great stories of companies that went too far too fast.  

We also talk about what this convenience is costing us, how AI is making us lazy, how it borrows from social media to keep us addicted and why we need less Star Trek and more Columbo.

So what will AI never replace?  Curiosity and connection.  This conversation is a perfect example of that.

Please enjoy, Chris Hood.

Every other week, join your host Bob Mathers, keynote speaker for conversations designed to push you out of your comfort zone. Each episode delivers boundless insights and ideas that matter by inspiring you to get off autopilot and keep chasing curiosity.

Key Takeaways:

• The Danger of Overhyping AI: Many companies are marketing AI like it's magic, but most consumers either don’t care or don’t even realize they’re already using it. The focus should be on solving problems, not shouting about the tools.

• The “You Bias” of Generative AI: AI tools are designed to flatter you — to tell you your ideas are brilliant. It feels good, but over time it can reinforce ego, limit critical thinking, and create a false sense of confidence.

• We’re in the Cut-and-Paste Era: Generative AI makes it easy to sound smart or get things done quickly, but we’re losing nuance, creativity, and original thought in the process.

• AI Can’t Replace Human Connection: Emotional intelligence, empathy, humor — these are deeply human traits that AI can’t replicate. For businesses, this means finding the right balance between automation and authentic connection.

• We’ve Seen This Movie Before: Chris draws parallels between the rise of AI and the early days of social media. Back then, we trusted tech companies to self-regulate. We know how that played out.

• Don’t Trust the Echo Chamber: Platforms like LinkedIn make it seem like AI is everywhere and everything. But when you step outside of the bubble, most people are still trying to figure it out — or not thinking about it at all.

• Be the Columbo, Not the Sci-Fi Dreamer: Instead of fantasizing about the future of AI, we need to ask harder questions and look at the real implications. Curiosity and skepticism are powerful tools.

Links and Resources

Chris on LinkedIn

Website and Books

Connect with Bob Mathers