Businesses that aren’t leveraging AI are almost certainly going to get left behind. But it’s not just about using AI—it’s about continuously learning new skills, staying up to date, and ensuring your models are as unbiased as possible. While some criticize AI for lacking the nuance to fully understand emotions, it’s undeniably improving. And let’s face it—there are plenty of humans who struggle to pick up on others’ emotions too.
Hi Bette, wonderful comment! AI has plenty of limitations in current form, but as you say, we have to remember this is still a very immature technology. In the coming years and even months, it’s ability to communicate and process information and produce better outputs will only improve. We will still need to navigate the changes as it matures, but improvement will happen. Appreciate your thoughts.
I know - think about how far it’s come in just the year+ it’s been open for everyone to use. It’s been pretty dramatic. It’s going to be really hard to play catch up later if people don’t start accepting reality now.
I agree that AI has changed the way businesses are analyzing customer feedback. The ability of AI to process vast amounts of data, identify sentiment, and even predict future customer behavior is impressive, but I think the most important point is the acknowledgment that AI is a tool, not a replacement for human understanding.
We all agree that AI still lacks the empathy and contextual understanding that humans bring to the table. For example, AI might identify that a customer is frustrated, but it might miss the nuances behind why. (is it due to poor service, unmet expectations, or an underlying issue with the product itself?) These layers of context often require human intuition to fully grasp. And I hope this is being considered everywhere :)
Yes Neela, I love your example. The human can emphasize with the customer and more importantly RECOGNIZE how they are feeling in a way that AI likely never could. Hopefully most companies are hiring smart people like you and Alexandra to help them with the AI implementation process. Happy Thursday, sis!
Disclaimer: I was trained in Corporate America how to provide constructive feedback;; the sandwich technique, tough love sandwiched between two pieces of praise. Mack, another detailed well crafted post. Now for my snarky comment. I am tired of reading all the AI posts about how AI will enhance marketing, a game-changer as Alexandra comments. For what? To drive consumption which will long-term drain our planet's resources: https://smartketing.com/2024/08/19/elephant-update-2/ Why don't we read more content on how AI will benefit Mother Earth or as Alexandra alludes to creativity and decision making: https://smartketing.com/2022/02/02/innovative-planetary-technology/ My apolgies, I am a marketing geek, but I am exhausted reading about the real time tabulation of consumer behavior. In closing for the final slice of bread to complete my sandwich. Mack: Another concise, well written marketing post, a keeper. I especially valued your use of business examples to make your point.
AI’s ability to transform customer feedback into actionable insights is a game-changer, but Mack’s point on maintaining the human element is crucial. While AI excels at speed, scale, and consistency, it’s the human perspective that ensures emotional nuance and ethical integrity. As businesses lean into AI, how do you see the balance evolving between automation and human oversight? 🤔
Thank you, Alexandra! The human element IS crucial, so will companies use AI as a tool in the hands of the human, or will they cut corners and simply look for ways to make outputs from AI tools sound 'more human'? We can't attempt to give our humanity to AI, we have to continue to be humans using the AI tools. As you said, the human oversight must stay in place.
Absolutely, Mack—you’ve nailed it. AI should serve as a tool that amplifies human creativity and decision-making, not as a shortcut to mimic humanity. Striking that balance is key, especially as companies navigate the temptation to over-rely on AI for efficiency. Perhaps the challenge isn’t just in keeping oversight but in embedding values into how we train and use AI. What strategies do you think companies can adopt to ensure AI enhances authenticity while still unlocking its full potential?
I agree completely, Alexandra. The ethical considerations of implementing AI will only grow in significance as adoption rates increase. This is why I think our friend Paul is so smart to write on the ethics of AI. This topic will only be more important in the coming years.
I think company culture will have a lot to say on how well most companies balance the potential of AI while keeping human oversight a priority. Unfortunately, I think some companies will always look for shortcuts. Not the best answer to your thoughtful question. What strategies do you think companies should adopt toward AI?
Absolutely, Mack. Company culture truly determines whether AI becomes a tool for empowerment or just another shortcut. Clear principles, cross-functional oversight, and a commitment to education will set apart those who use AI responsibly. It’s not just about adopting technology—it’s about integrating it with integrity.
Businesses that aren’t leveraging AI are almost certainly going to get left behind. But it’s not just about using AI—it’s about continuously learning new skills, staying up to date, and ensuring your models are as unbiased as possible. While some criticize AI for lacking the nuance to fully understand emotions, it’s undeniably improving. And let’s face it—there are plenty of humans who struggle to pick up on others’ emotions too.
Well said, Bette! I second that!
Hi Bette, wonderful comment! AI has plenty of limitations in current form, but as you say, we have to remember this is still a very immature technology. In the coming years and even months, it’s ability to communicate and process information and produce better outputs will only improve. We will still need to navigate the changes as it matures, but improvement will happen. Appreciate your thoughts.
I know - think about how far it’s come in just the year+ it’s been open for everyone to use. It’s been pretty dramatic. It’s going to be really hard to play catch up later if people don’t start accepting reality now.
Great read Mack!
I agree that AI has changed the way businesses are analyzing customer feedback. The ability of AI to process vast amounts of data, identify sentiment, and even predict future customer behavior is impressive, but I think the most important point is the acknowledgment that AI is a tool, not a replacement for human understanding.
We all agree that AI still lacks the empathy and contextual understanding that humans bring to the table. For example, AI might identify that a customer is frustrated, but it might miss the nuances behind why. (is it due to poor service, unmet expectations, or an underlying issue with the product itself?) These layers of context often require human intuition to fully grasp. And I hope this is being considered everywhere :)
Happy Thursday!
Yes Neela, I love your example. The human can emphasize with the customer and more importantly RECOGNIZE how they are feeling in a way that AI likely never could. Hopefully most companies are hiring smart people like you and Alexandra to help them with the AI implementation process. Happy Thursday, sis!
Disclaimer: I was trained in Corporate America how to provide constructive feedback;; the sandwich technique, tough love sandwiched between two pieces of praise. Mack, another detailed well crafted post. Now for my snarky comment. I am tired of reading all the AI posts about how AI will enhance marketing, a game-changer as Alexandra comments. For what? To drive consumption which will long-term drain our planet's resources: https://smartketing.com/2024/08/19/elephant-update-2/ Why don't we read more content on how AI will benefit Mother Earth or as Alexandra alludes to creativity and decision making: https://smartketing.com/2022/02/02/innovative-planetary-technology/ My apolgies, I am a marketing geek, but I am exhausted reading about the real time tabulation of consumer behavior. In closing for the final slice of bread to complete my sandwich. Mack: Another concise, well written marketing post, a keeper. I especially valued your use of business examples to make your point.
AI’s ability to transform customer feedback into actionable insights is a game-changer, but Mack’s point on maintaining the human element is crucial. While AI excels at speed, scale, and consistency, it’s the human perspective that ensures emotional nuance and ethical integrity. As businesses lean into AI, how do you see the balance evolving between automation and human oversight? 🤔
Thank you, Alexandra! The human element IS crucial, so will companies use AI as a tool in the hands of the human, or will they cut corners and simply look for ways to make outputs from AI tools sound 'more human'? We can't attempt to give our humanity to AI, we have to continue to be humans using the AI tools. As you said, the human oversight must stay in place.
Absolutely, Mack—you’ve nailed it. AI should serve as a tool that amplifies human creativity and decision-making, not as a shortcut to mimic humanity. Striking that balance is key, especially as companies navigate the temptation to over-rely on AI for efficiency. Perhaps the challenge isn’t just in keeping oversight but in embedding values into how we train and use AI. What strategies do you think companies can adopt to ensure AI enhances authenticity while still unlocking its full potential?
I agree completely, Alexandra. The ethical considerations of implementing AI will only grow in significance as adoption rates increase. This is why I think our friend Paul is so smart to write on the ethics of AI. This topic will only be more important in the coming years.
I think company culture will have a lot to say on how well most companies balance the potential of AI while keeping human oversight a priority. Unfortunately, I think some companies will always look for shortcuts. Not the best answer to your thoughtful question. What strategies do you think companies should adopt toward AI?
Absolutely, Mack. Company culture truly determines whether AI becomes a tool for empowerment or just another shortcut. Clear principles, cross-functional oversight, and a commitment to education will set apart those who use AI responsibly. It’s not just about adopting technology—it’s about integrating it with integrity.