When I wrote my first book Listen or Die in 2018, my mission was to help businesses understand one essential truth: listening to your customers is not optional.
It’s the difference between thriving and dying.
The 40 lessons in the book were designed to guide companies in building strong Voice of Customer (VoC) programs that deliver real results.
Now, as we face the upcoming AI revolution, I find myself asking new questions: Which lessons in the book stand the test of time, unchanged by AI’s rise? Which lessons are transformed—or even disrupted—by this technology? And most importantly, how can we use AI to make our customer experiences better than ever?
Over the next few months, I’ll be revisiting each of the 40 lessons in Listen or Die through the lens of AI. This isn’t just an exercise in nostalgia; it’s an exploration of how timeless CX principles meet the technology many feel will change our lives forever.
Together, we’ll uncover:
· The lessons that remain rock-solid in an AI-driven world.
· The ones that evolve to fit this new landscape.
· The challenges and opportunities AI introduces for listening to and acting on customer feedback.
I am certain on one thing - AI is a tool, not a replacement for great practices or great people delivering exceptional experiences.
Tools can help us listen faster, analyze more deeply, and act with precision. But without strong CX principles guiding us, those tools are just noise.
As I reexamine these lessons, I’m excited to explore how AI can strengthen what works—and challenge what doesn’t.
Starting next week, we’ll dive into Lesson #1, looking at how it holds up in this era of rapid technological change. Each post will be a deep dive into one lesson: a quick summary of what it teaches, how it aligns with AI (or not), and what it means for the future of customer experience.
There is no doubt that some lessons will stand firm, unchanged by AI’s rise. Others will be reshaped, revealing new possibilities we never imagined in 2018.
Stay tuned—let’s explore the intersection of timeless CX principles and the groundbreaking innovation of AI together.
