Beware of the Candy Shop Syndrome 🍭
In our race to sprinkle AI across every touchpoint—chatbots, personalization engines, predictive analytics—we risk falling into the Candy Shop Syndrome: dazzling customers with endless features and options, but missing the mark on real value.
The result? Customers are initially wowed by the tech, only to end up frustrated when their real problems remain unsolved. Frustration leads to dissatisfaction. Dissatisfaction leads to churn.
My Approach: Less Is More
Focus on the Game-Changer: Identify the one critical pain point where AI can make a real difference—be it faster support, better personalization, or frictionless onboarding.
Start Simple: Instead of overwhelming users with a buffet of features, roll out one clear solution that truly solves a need.
Make AI the Enabler: AI should amplify the human experience, not replace it. Think of it as the invisible assist that makes everything feel smoother and smarter.
AI isn’t the destination; it’s the bridge to meaningful, seamless experiences. Start with what matters, and let the rest follow.
Questions to Ask Before You Add AI to Your Customer Journey:
Where can AI reduce friction or create delight?
What problem are we solving, and how will we measure success?
AI isn’t about having the most features; it’s about solving the most important problems brilliantly. It’s about creating moments that wow, not overwhelm.
By focusing on what truly matters to your customers, you’ll build satisfaction, loyalty, and relationships that last.
What’s your take? How do you balance innovation with simplicity?
Commentaires