What AI Is Revealing About Your Customer Experience

What AI Is Revealing About Your Customer Experience

The biggest risk with AI isn't that it gets customer interactions wrong. It's that it gets them almost right. When AI responses become generic or inconsistent, most organizations assume they have a prompt problem. Susan Westwater argues they're solving the wrong problem. Those results often point to weaknesses in the workflows, governance, and brand systems behind the AI. In this episode, Susan explains why AI doesn't create inconsistent customer experiences—it scales the systems already in place. If your AI doesn't sound like your brand, the answer probably isn't another prompt. It's a better workflow. IN THIS EPISODE * What generic AI responses reveal about your customer experience * Why better prompts won't fix broken workflows * The difference between prompts and AI workflows * How governance protects brand trust while enabling faster responses * Where to start if you only have time to improve one workflow FREE RESOURCE Susan created a free AI Draft Review Checklist to help teams identify workflow gaps before they become customer experience problems. ➡ Download it at pragmatic.digital/checklist [https://www.pragmatic.digital/ai-content-review-checklist] NEED A BIGGER PICTURE? Wondering what AI might be revealing about your own customer experience? Brooke's Social Care Audit evaluates response times, governance, workflows, and brand voice to uncover the operational gaps affecting customer experience and AI performance. bsquared.media/social-care-audit [https://bsquared.media/social-care-audit]

The Companies Winning with AI Make Different Decisions

Every company is investing in AI. Fewer are asking the harder question: What should AI actually do, and where do humans create the most value? The companies pulling ahead aren't necessarily using more AI. They're making different decisions about where automation ends, where human judgment begins, and how those choices shape customer trust, operational efficiency, and long-term competitive advantage. In this episode, Brooke sits down with globally recognized B2B AI strategist, keynote speaker, fractional CMO, and five-time author Pam Didner to explore what has actually changed since AI first exploded into the workplace—and what leaders are still getting wrong. Together they discuss why prompting is more like briefing an agency than writing a command, why AI is increasingly becoming the first touchpoint in the buyer journey, how enterprise teams should think about tools like Microsoft Copilot, and why keeping humans in the loop is less about avoiding mistakes and more about making better business decisions. Whether you're leading marketing, customer experience, or digital transformation, this conversation offers a practical framework for deciding what belongs in the hands of AI—and what should never leave the hands of people. WHAT WE EXPLORE * Why the companies succeeding with AI aren't simply automating more * How leaders decide where humans should stay in the loop * Why prompting is more like briefing an agency than writing a command * What gives away AI-generated communication—and why it matters for customer trust * How AI is reshaping the buyer journey before customers ever visit your website * What enterprise leaders should know about Microsoft Copilot and AI governance * Why measuring AI success requires more than productivity metrics * The hidden investment costs organizations often overlook when adopting AI Mentioned in this Episode: Pam Didner's Website: pamdidner.com [https://pamdidner.com] Pam Didner on LinkedIn: linkedin.com/in/pamdidner [https://linkedin.com/in/pamdidner] Email Pam: hello@pamdidner.com [hello@pamdidner.com] Book: The Modern AI Marketer in the GPT Era [https://www.amazon.com/Modern-Marketer-GPT-Era-Marketing/dp/173459862X/ref=sr_1_2?dib=eyJ2IjoiMSJ9.PJ8zb8PWSjvkONHSpKiNbGc43kyLIS-Px6uyxXp1cNBaO8mDMMqtnBXM8WUwspseIjtrIhNBqW6sw2tOVEwXA_OWzE9-plFxk8kgmWxp0I6UE5NL-4pu5m0Md8pWj0Fp7j4hODuIcXwhWXt0dgOJAQ.5N1W-dHCUQEPdbRd1_cWXc5sRqXKBiaaN23PX-JW_AY&dib_tag=se&qid=1783010438&refinements=p_27%3APam+Didner&s=books&sr=1-2] Book: The Modern AI Marketer: Guide to Gen AI Prompts [https://www.amazon.com/Modern-Marketer-Effective-Marketing-Accelerate/dp/1734598611/ref=sr_1_3?dib=eyJ2IjoiMSJ9.PJ8zb8PWSjvkONHSpKiNbGc43kyLIS-Px6uyxXp1cNBaO8mDMMqtnBXM8WUwspseIjtrIhNBqW6sw2tOVEwXA_OWzE9-plFxk8kgmWxp0I6UE5NL-4pu5m0Md8pWj0Fp7j4hODuIcXwhWXt0dgOJAQ.5N1W-dHCUQEPdbRd1_cWXc5sRqXKBiaaN23PX-JW_AY&dib_tag=se&qid=1783010476&refinements=p_27%3APam+Didner&s=books&sr=1-3]

Reddit Is Training the AI That Recommends Your Brand. Are You In the Conversation?

Reddit isn't just a forum anymore. It's one of the most influential sources shaping what AI says about your brand. As AI search becomes a bigger part of how customers discover, evaluate, and compare companies, the conversations happening on Reddit are increasingly influencing recommendations, perceptions, and purchase decisions. The challenge? Those conversations are happening whether your brand participates or not. In this episode, Brooke Sellas sits down with Danny Kirk, founder of ReddiReach, to explore why Reddit has become a critical part of AI visibility, customer intelligence, and brand reputation management. They discuss how AI learns from Reddit conversations, why comments matter more than posts, what authentic participation looks like, and why the biggest risk may be staying silent. We Talk About: • Why brands are finally paying attention to Reddit in 2026 • How Reddit became one of the most important sources of AI training data • Why AI recommendations are increasingly influenced by Reddit conversations • Why comments matter more than posts on Reddit • How Reddit is cracking down on bots and rewarding authentic participation • What good social care looks like on Reddit • Why the biggest risk isn't showing up on Reddit—it's ignoring the conversation altogether • Why Reddit may be the SEO opportunity of the AI era The conversation about your brand is already happening. If you'd like to understand what customers are saying, what AI is learning, and where those insights could create opportunities for your business, book a free consultation with Brooke today. https://bsquared.media/chat/ [https://bsquared.media/chat/] Mentioned in This Episode: * ReddiReach: reddireach.com [https://reddireach.com] * Danny Kirk on LinkedIn: linkedin.com/in/danielpkirk [https://www.linkedin.com/in/danielpkirk]

What Your Engagement Is Actually Telling You

Most brands treat engagement as a scorecard. The smartest brands treat it as a source of customer intelligence. In this final episode of the CARE Framework series, Brooke Sellas explains why meaningful engagement isn't something you chase through algorithms, hacks, or more content. It's something you earn through conversations, trust, and consistent customer care. You'll learn how conversations, acquisition signals, retention insights, and engagement work together as a flywheel that helps brands uncover what customers are thinking, feeling, struggling with, and considering long before those insights show up in a report. Because when you stop treating engagement like a vanity metric and start treating it like business intelligence, social media becomes far more valuable than a marketing channel. IN THIS EPISODE * Why meaningful engagement is earned, not generated * The CARE flywheel and how it creates stronger customer relationships * What engagement data reveals about trust, loyalty, and buying intent * Why customers often share more in conversations than they do in surveys * What today's algorithms actually reward * How engagement becomes one of the richest sources of customer intelligence available to your organization GET THE CARE BLUEPRINT Ready to turn social media conversations into measurable business outcomes? The CARE Blueprint Course shows you how to identify acquisition and retention signals, build a conversation coding system, uncover customer insights, and connect social care to ROI. 👉 https://courses.bsquared.media/courses/CARE [https://courses.bsquared.media/courses/CARE] Use code SMCX at checkout for 50% off. Connect with Brooke Website: https://bsquared.media [https://bsquared.media] LinkedIn: https://www.linkedin.com/in/brookebsellas [https://www.linkedin.com/in/brookebsellas] Instagram: https://www.instagram.com/brookesellas [https://www.instagram.com/brookesellas]

Your Social Team Is a Retention Engine. Does Your CFO Know That?

Most companies don't discover customer churn until it's already too late. By the time a customer cancels, they've often spent weeks or months signaling frustration through questions, complaints, and unresolved issues. In this episode, Brooke Sellas explores the "R" in the CARE Framework: Retention and shares the story of BCU, where an unanswered complaint over a holiday weekend revealed how quickly trust can erode when customers feel ignored. The lesson goes far beyond customer service. Customer complaints are often early warning signals of churn. When organizations learn how to identify and act on those signals, social media becomes more than a support channel. It becomes a retention engine that protects revenue, strengthens loyalty, and preserves customer lifetime value. The companies that retain more customers aren't waiting for churn reports. They're identifying risk before customers leave. IN THIS EPISODE: * Why complaints are often early warning signs of churn * The BCU story and the hidden cost of silence * What retention tagging is and why it matters * How social media helps identify customer risk earlier * Why retention is a revenue conversation * How social care protects customer lifetime value Get the CARE Blueprint: Want to learn how to identify retention risks, uncover customer insights, and connect social care to business outcomes? Check out the CARE Blueprint Course: https://courses.bsquared.media/courses/CARE [https://courses.bsquared.media/courses/CARE] Use code SMCX for 50% off at checkout. Connect with Brooke Website: https://bsquared.media [https://bsquared.media] LinkedIn: https://www.linkedin.com/in/brookebsellas [https://www.linkedin.com/in/brookebsellas] Instagram: https://www.instagram.com/brookesellas [https://www.instagram.com/brookesellas]