In this clip, Peter Cross (retail expert and author of Start With the Customer) joins Natalie Berg to discuss the controversial truth about AI automation in 2026. We reveal why a stunning 68% of customers would rather wait for a human than get a fast bot response, and why the "Expectation Economy" is breaking traditional retail models.
Full audio interview available here: https://www.youtube.com/watch?app=desktop&v=5Vj2h-obESY
We discuss:
Why technology often makes the customer experience worse
The difference between "Speed" and "Service"
How to build a customer-obsessed culture from the top down
Real examples from Jet2 and the service sector
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