customer experience

Four Levels Of Customer Understanding

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The article discusses the “Four Levels of Customer Understanding” framework by Hannah Shamji, emphasizing that to truly understand user behavior, designers and researchers must look beyond what customers say to also examine what they think or feel, what they do, and why they do it. It argues that relying solely on direct user feedback or surveys is insufficient due to biases and inaccuracies, advocating instead for observation, triangulation of data, and building trustworthy relationships with users to uncover deeper motivations and real needs.

https://smashingmagazine.com/2026/05/four-levels-customer-understanding/

Privacy UX as the New Personalization: How Trust Builds Customer Loyalty

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Consumers prioritize trust over data surveillance, necessitating a shift to privacy-focused personalized engagement strategies. Brands that build relationships based on consent and transparency enhance loyalty and retention. A privacy-first approach is essential for navigating modern marketing climates, marked by growing consumer skepticism and regulatory challenges.

https://www.cmswire.com/customer-experience/privacy-ux-as-the-new-personalization-how-trust-builds-customer-loyalty/

The Biggest AI Fails of 2025: Lessons From Billions in Losses

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2025 saw significant AI failures despite high global spending. Major examples include Volkswagen’s Cariad, which incurred $7.5 billion in losses from a rushed transformation and poor integration, and Taco Bell's AI, which faced public ridicule and operational chaos due to edge case mishandling. Other notable failures include Google’s AI producing false information, a $25 million deepfake scam at Arup, and issues leading to class-action lawsuits against UnitedHealth. Common lessons highlight the importance of starting small, ensuring human oversight, and auditing AI vendors for security. Businesses need to learn from these mistakes to implement AI effectively without repeat failures.

https://www.ninetwothree.co/blog/ai-fails

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