18 - AI and Customer Experience: The Dynamic Duo for Business Success
How Customer Centricity & AI Drive Smarter Business Growth with Laura Patterson
On this episode of the AI & Data Driven Leadership Podcast, host Dean Guida sits down with Laura Patterson, President of VisionEdge Marketing, to explore how companies can harness AI and data to drive customer-centric growth—without losing the human connection that builds lasting loyalty. With decades of experience helping organizations translate strategy into measurable outcomes, Laura brings clarity to what it really means to lead with the customer in mind.
Making Customer Success Measurable and Meaningful
Customer centricity is often misunderstood as simply giving customers what they ask for—but Laura reframes it as aligning your business with what success looks like to your customer. She shares why this distinction matters and how it shapes everything from product strategy to performance measurement. When businesses can define customer value in clear terms, they can track how well they deliver it.
Laura emphasizes the importance of meaningful feedback loops—like customer advisory boards and quarterly business reviews—as tools for listening, learning, and leading. These aren’t just check-the-box interactions; they’re strategic opportunities to stay aligned with evolving customer needs. Layering in metrics like Customer Effort Score and Customer Lifetime Value adds objectivity and helps connect the dots between customer insight and business performance.
While AI can process and surface insights at scale, Laura cautions leaders not to let automation replace human judgment. AI should be used to enhance strategic thinking, not replace it. She explains how to spot bias, maintain oversight, and build systems that prioritize human creativity and connection—even in highly digitized workflows.
About Laura Patterson
Laura Patterson is President of VisionEdge Marketing and a globally recognized expert in marketing performance management, customer-centric growth strategy, and data-driven decision-making. Her work helps organizations unlock long-term value by aligning business strategy with customer outcomes.
About VisionEdge Marketing
VisionEdge Marketing helps companies improve performance and accelerate growth by operationalizing customer-centric strategies and leveraging data-driven marketing. Since 1999, the firm has empowered B2B organizations to turn metrics into momentum.
Links Mentioned in This Episode
Conclusion
Laura Patterson’s insights are a powerful reminder that leadership in the age of AI starts with clarity, strategy, and customer connection. When data and AI are used intentionally—with measurable outcomes and human oversight—they don’t replace what makes business meaningful—they elevate it. For leaders ready to move from reactive to strategic, this episode delivers both the mindset and methods to get there.
Key Highlights from This Episode
Why customer-centricity starts with defining success from the customer’s point of view
Tools for turning customer feedback into strategic guidance
Metrics that go beyond surveys—like Customer Effort Score and Customer Lifetime Value
How to ensure AI enhances rather than replaces human leadership
Why meaningful connection is still the foundation of long-term loyalty
Explore more insights and tools for data-driven leadership at Slingshotapp.io.
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