# Colin Shaw
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Top podcast episodes featuring colin shaw.
Why We Miss The "Old Days" Even If They Were Bad: What Does It Mean For Customer Experience?
Nostalgia isn't just "remembering the good old days." It's a bittersweet emotion—the strange mix of warmth, loss, pride, and longing that can make you feel good… even when the memory you're describing sounds objectively terrible.
In this episode, Colin and Ryan dig into why nostalgia is so powerfu…
SoS 281: Industrialization and the Environmental Mismatch: The Case for Returning to Nature with Dr. Danny Longman and Dr. Colin Shaw
In this episode, hosts Chris and Mecca speak with Dr. Danny Longman and Dr. Colin Shaw about the mismatch between humans and modern built environments, exploring both the negative biological impacts of living in industrialized cities and the positive effects of spending time in nature.
Dr Danny L…
AI-First Is Smart. AI-Only Is A Slow Motion Mistake.
After more than a decade of companies pouring money, technology, and consultants into customer experience, US customer satisfaction sits almost exactly where it did in 2013. Flat. Now AI arrives as the promised cavalry — and leaders are racing to bolt it onto everything before they understand what …
How to create loyal customers in today's market | Colin Shaw
We learn from Colin Shaw, Founder & CEO of Beyond Philosophy LLC about how to create loyal customers by giving them the best experience. Shaw has written seven best-selling books on Customer Experience and is an original pioneer of 'Customer Experience.' LinkedIn has recognized him as one of the '…
Five Rules for Building Customer Trust — And Why Most Companies Break All of Them
Episode Summary
Trust is the foundation of every customer relationship. But here's the uncomfortable truth: most businesses assume they have it when they don't. PwC's latest research found that 90% of executives believe their customers trust them highly — yet only 30% of customers actually do. Tha…
Why Memory Matters More Than Your Customer Experience - Part 1
Nobel laureate Professor Daniel Kahneman said we don't choose between experiences; we choose between the memory of an experience. If that's true — and the science says it is — then most organizations are investing in the wrong thing. In this episode, Colin and Ryan explore how memories are actually…
Your AI Is Engineering The Perfect Forgettable Experience; Was That The Plan?
In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton continue their deep dive into memory — arguably the most underused idea in customer experience. Because here's the uncomfortable truth: customers don't act on the experience you give them. They act on the memory of it…
The Hidden Tax That's Quietly Costing Your Business a Fortune
Silos are the silent killer of customer experience — but for years we've only argued that from one side of the coin: the customer's. This episode flips it over. Colin and Ryan are joined by Dan O'Connell, CEO of Front, to look at silos from the side that actually moves a boardroom — the cost.
Fron…
Are You Making One Of The Most Expensive Mistakes In Customer Experience?
Colin Shaw and Professor Ryan Hamilton tackle the two processes that decide everything in customer experience: how memories get in, and how they get out. If you haven't heard Parts 1 and 2, start there — Colin and Ryan build on the "memories are structured like fishing nets" idea throughout.
Here'…
The AI Backlash Is Here — And It's Coming for Your Customer Experience
Colin asked his AI assistant one simple question — what time the film started — and it answered, confidently, wrong. A small thing. But it's the crack that reveals something much bigger.
A backlash against AI is building: data-center protests, job fears, "AI slop" everywhere. In this episode, Coli…
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