On this episode of The Customer X-Files, Alison Bukowski sits down with Jeni Asaba to explore the evolving role of customer communities in an AI-driven world.As AI reshapes how we access information, a critical question emerges: Are customer communities becoming obsolete—or more essential than ever?

This conversation challenges the outdated notion that community is just a “forum” or content hub. Instead, Alison and Jeni reframe community as a living ecosystem of human connection, trust, and shared experience—one that fuels customer advocacy, drives retention, and creates real business impact.They unpack:

Why most “communities” fail to evolve beyond content hubsHow community acts as a pipeline for advocacy and growthThe role of human connection as a differentiator in an AI-first worldWhy listening to customers (even the negative feedback) is a competitive advantageHow to identify advocates through real behavioral signals—not vanity metricsUltimately, this episode makes a bold case: Community isn’t being replaced by AI—it’s becoming the trust layer that makes AI usable.

Id. d’épisode : 1000759803105

GUID : cc033b99-88b3-4942-870a-b9738bda3289

Date de publication : 6/4/2026 à 15:00:00