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Infailible.
The Artificial Intelligence Ideology Reshaping Consumer Behavior
Infailible by Chris Hood challenges the belief that AI is infallible and warns against prioritizing automation over human connection. While AI enhances efficiency, businesses risk losing trust and authenticity by relying on it too heavily. The book explores AI’s impact on customer engagement through real-world examples from brands like Nike and Disney, pairing 13 AI disciplines with human intelligences. It urges leaders to balance innovation with empathy, ensuring AI serves people, not replaces them. Infailible is an essential guide for those seeking a thoughtful, human-centered approach to AI in business.
Chapter Breakdown
Each chapter pairs a type of artificial intelligence with its corresponding human intelligence, covering critical business areas like Customer Experience, Customer Loyalty, and Customer Growth. The book presents 13 different AI disciplines alongside 13 human intelligences, with over 30 examples from leading companies. For example, it examines Aspirational Intelligence versus Predictive AI in customer strategy and Emotional Intelligence through Affective AI in customer engagement. These pairings highlight AI’s strengths and limitations while offering practical insights to help businesses leverage AI responsibly for meaningful growth.

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