The Intuitive Customer · 2026-04-11 · 31 min
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 - creating uncertainty, awkwardness, and friction that wasn't there before. We explore why these scripts matter, how they differ by culture, and what leaders can do to help customers adopt new scripts without creating "prairie dog" moments. Best Quote from the Episode "A lot of customer experiences work because both sides know the script - until something changes and nobody knows what to do next." Professor Ryan Hamilton Key Takeaways What "scripts" are you unknowingly relying on in your customer journey - and what happens when they break? If you introduce new tech, what clear "signal" replaces the old customer behavior that used to communicate intent? How are you designing for different adoption speeds - early adopters and customers who want the old way back?
Is AI Making Brands Lose Their Souls?70 / 100Why We Miss The "Old Days" Even If They Were Bad: What Does It Mean For Customer Experience?How To Decide When Top Use a Human vs AI - A Decision Making FrameworkThe Customer Experience Paradigm Has Hit Its Limits. What Comes Next?Are Companies Profiting From Your Anger?