The Enlightened Executive · 2026-05-06 · 29 min
AI is not just changing how we work. It is changing how customers think, decide, trust, and relate. In this episode of The Enlightened Executive, Susan Drumm speaks with marketing strategist, futurist, and author Mark Schaefer about how AI is reshaping customer behavior and what leaders need to understand now. They explore the risks of cognitive offloading, the importance of protecting human judgment, and why trust, curiosity, and agency may become even more valuable in an AI-driven world. You'll learn how AI is influencing customer decisions, why leaders must protect critical thinking, what "cognitive surrender" means for teams and organizations, and how brands can build trust in an AI-shaped marketplace. The opportunity is not to reject AI. It is to use it with discernment. Listen now to learn how leaders can stay relevant, trusted, and human in the age of AI. Subscribe and listen on Apple, Spotify, or your favorite podcast platform.
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