Today, many folks are excited about AI's capabiliteis to
write blog posts, create nifty visuals, and save time on research. And all of that is amazing, truly.
But the REAL implications of AI are just getting started. Massive productivity gains will impact labor at every level. Universally boosted business efficiencies will impact category winners/losers.
But for me, the piece that you need to be thinking about NOW is what AI is going to do to the EXPECTATIONS of your customers.
Because in a very short while, AI is going to make everything even faster, more personalized, and more streamlined. And your business - regardless of category - is going to have to live under the cloak of the correspondingly higher expectations among your customers.
Renter's insurance company Lemonade processes claims in as little as 3 SECONDS.
How do legacy insurance companies compete with THAT? And if my son (a Lemonade customer) can get an insurance claim handled in less time than it takes to unscrew the top from a jar of mayo, how will
he stomach having to wait 7 days for a call back from a landscaper?
The curve of customer
expectations always goes up. Customers never say "you know, maybe you should do that slower and worse next time."
But AI is about to bend that expectations curve skyward.
And is does NOT matter if your industry is slow to adopt AI. Because expectations are liquid: they slosh over from business category to business category. Customers will no longer give you a pass just because you're in a low-tech or highly regulated sector.
So my new keynote presentation is all about this. How the expectation curve will change (is changing), and how you can keep up. Because if you don't, customers will shift their loyalty to businesses that are living in the fast + customized world that AI enables.
Here's the description. (If interested in having me present this material, please reach out to my agent, Michelle Joyce, ASAP).
The New Loyalty Landscape: Customer Experience in the Age of AI
The rules of customer loyalty are being fundamentally transformed.
As artificial intelligence permeates consumers' daily lives, expectations for service speed, communication clarity, and authentic connections are reaching unprecedented heights.
In this energetic, compelling, and HIGHLY customized presentation, Jay Baer reveals how the AI
revolution isn't just changing technology—it's permanently altering what customers demand from every business interaction.
Backed by proprietary research and delivered with signature humor, this keynote explores how successful organizations are adapting their customer experience strategies for a world where AI has eliminated patience and amplified demands.
Attendees will discover:
- How consumer adoption of AI tools is dramatically reshaping
service expectations
- Why traditional response times and communication approaches are becoming obsolete
- The critical balance between leveraging automation and maintaining human connection
- Actionable strategies for exceeding elevated customer expectations in this new
reality
