Let's go to Vegas!

CCW Las Vegas in June is the world's largest customer service event.

More than 300 speakers from every industry, including a keynote from Guy Fieri (and a couple sessions moderated by yours truly).

Don't miss it. And, because we're pals, if you get your ticket before April 18, you get another ticket for no cost!

If I see you there, tequila is on me.

6 Essential Skills B2B Marketing Leaders Need to Succeed

Very kind of the smarties at Top Rank to prominently include me in this roundup of advice and counsel for B2B marketers.

‍

How AI Changes Customer Experience (and what to do about that)

Please excuse the detour into self-promotion in this edition of the newsletter, but I want to tell you about my brand-new keynote presentation:

The New Loyalty Landscape: Customer Experience in the Age of AI

Today, many folks are excited about AI's capabiliteis to write blog posts, create nifty visuals, and save time on research. And all of that is amazing, truly.

But the REAL implications of AI are just getting started. Massive productivity gains will impact labor at every level. Universally boosted business efficiencies will impact category winners/losers.

But for me, the piece that you need to be thinking about NOW is what AI is going to do to the EXPECTATIONS of your customers.

Because in a very short while, AI is going to make everything even faster, more personalized, and more streamlined. And your business - regardless of category - is going to have to live under the cloak of the correspondingly higher expectations among your customers.

Renter's insurance company Lemonade processes claims in as little as 3 SECONDS.

How do legacy insurance companies compete with THAT? And if my son (a Lemonade customer) can get an insurance claim handled in less time than it takes to unscrew the top from a jar of mayo, how will he stomach having to wait 7 days for a call back from a landscaper?

The curve of customer expectations always goes up. Customers never say "you know, maybe you should do that slower and worse next time."

But AI is about to bend that expectations curve skyward.

And is does NOT matter if your industry is slow to adopt AI. Because expectations are liquid: they slosh over from business category to business category. Customers will no longer give you a pass just because you're in a low-tech or highly regulated sector.

So my new keynote presentation is all about this. How the expectation curve will change (is changing), and how you can keep up. Because if you don't, customers will shift their loyalty to businesses that are living in the fast + customized world that AI enables.

Here's the description. (If interested in having me present this material, please reach out to my agent, Michelle Joyce, ASAP).

The New Loyalty Landscape: Customer Experience in the Age of AI

The rules of customer loyalty are being fundamentally transformed.

As artificial intelligence permeates consumers' daily lives, expectations for service speed, communication clarity, and authentic connections are reaching unprecedented heights.

In this energetic, compelling, and HIGHLY customized presentation, Jay Baer reveals how the AI revolution isn't just changing technology—it's permanently altering what customers demand from every business interaction.

Backed by proprietary research and delivered with signature humor, this keynote explores how successful organizations are adapting their customer experience strategies for a world where AI has eliminated patience and amplified demands.

Attendees will discover:
- How consumer adoption of AI tools is dramatically reshaping service expectations
- Why traditional response times and communication approaches are becoming obsolete
- The critical balance between leveraging automation and maintaining human connection
- Actionable strategies for exceeding elevated customer expectations in this new reality

If I can help you prepare for this new relationship between company and customer, I'd love to do so. And of course, I still deliver all my other talks on customer experience and word of mouth marketing, too!

The Books Report

If you like what I'm talking about above re: AI implications for customer experience, you'll dig Personalized Customer Strategy in the Age of AI from Mark Abraham and David Edelman.

They do an amazing job of giving businesses a clear framework for what customers demand today, and showcase how it's being done right (and wrong) in multiple industries.

Their five promises of personalization are: Empower Me, Know Me, Reach Me, Show Me, Delight Me. Excellent book!

Jay's Faves

Speaking of AI and disruption, the new Amiry app could easily become a newfangled TripAdvisor.

It takes your location (or you enter one). You decide how long you want to tour, and by what means (foot, car, bike). You pick an emphasis (food, shopping, sights, et al).

And BAM. It spits out a fully customized tour itinerary complete with text and audio directions and descriptions.

I'm already using it to learn more ins and outs here in Puerto Vallarta.

Check it out, especially if you're on Spring Break or prepping summer travel.

‍