Customer Success Playbook S3 E 64 - Jake McKee - AI Voice and AI Adoption
The Customer Success Playbook · 2025-06-16 · 8 min
Episode notes
Send us Fan Mail The future of AI isn't just about technology—it's about relationships. Jake McKee, renowned as "the community guy," delivers a paradigm-shifting perspective on AI adoption that goes far beyond features and functionality. Rather than getting caught up in the technical capabilities, McKee advocates for designing the emotional connection between humans and AI systems. This customer success playbook episode reveals why the most successful AI implementations focus on relationship design, helping users feel comfortable whether they're interacting with a clearly identified robot or a humanistic assistant. McKee draws from his extensive experience at Lego and Fortune 500 companies to demonstrate how thoughtful AI experience design can transform user adoption and trust. Detailed Analysis McKee's revolutionary concept of "AI Experience Design" (AIX) represents a fundamental shift in how organizations should approach AI implementation. His core principle—"design the relationship, not the functionality"—challenges the prevailing rush to launch AI features without considering the human emotional experience.