Too many companies rush to deploy AI as a cost-cutting shortcut, rolling out half-baked chatbots that frustrate customers more than they help. This creates weaker relationships and sacrifices long-term trust for short-term gains.
On this episode of The Modern Customer Podcast, Henrik Werdelin—founder of BARK, Prehype and Audos, and co-author of Me, My Customer, and AI. Learn his powerful vision for AI: its true strength lies in empowering humans to prioritize authentic connection and fundamentally transform the customer relationship.
Highlights from the discussion:
- The AI Strategy: Position AI to expertly handle non-core functions, immediately creating capacity for your team to focus on their highest value: authentic connection. AI is essential for gaining a powerful, deeper understanding of every customer.
- Actionable Listening: AI enables companies to instantly analyze thousands of customer comments, delivering richer data than simple NPS scores. This capability allows for immediate, informed action on feedback, driving loyalty and sustainable value.
- Relationship Capital: With AI creating new possibilities for product creation, the essential competitive edge becomes Relationship Capital. Werdelin defines this strategic foundation across three crucial layers:
- Depth: Ensuring every customer feels genuinely seen (e.g., providing rapid, personalized responses in minutes, not hours).
- Density: Integrating your brand positively into the customer’s community, making it a valued part of their identity.
- Durability: Building the trust and authority that supports successful expansion into new, different product categories
- The Everyday Entrepreneur: AI significantly lowers the barrier to entry, empowering the “everyday entrepreneur” to build $1 million businesses. This democratized innovation fosters growth, helping millions of people successfully start and scale ventures.
🎧 Listen to the full conversation with Henrik on The Modern Customer Podcast—and explore these ideas further by picking up a copy of his book Me, My Customer, and AI.
Stream now on Apple Podcasts, Spotify or your favorite podcast platform.
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” To learn more visit www.8CXLaws.com.
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