Don’t waste time worrying about whether or not change will happen.

Spend time thinking about what to do with the change that is happening.

What signal are you sending?

What’s your business goal?

How large is the ask you make of your customers?

What are the meaningful steps they take to get to yes?

Measure them.

A perfect example of my recommended approach to AI: experiment but double check the outputs

Your customer’s last experience with your brand leaves a lasting impression.

If you make tasks like unsubscribing, returning, refunding, problem resolution (etc & so on) easy, you leave the door open for the future.

Treating them as afterthoughts = throwing a Molotov cocktail onto the bridge