The Advantage AI Can’t Replicate
AI is creating incredible opportunity—but it is also creating vulnerability in the marketplace.
Products, services, processes, and even ideas are becoming easier to replicate. Technology is creating a more level playing field, and the differentiators companies once relied on may no longer be enough.
As organizations invest in AI, we cannot forget to invest just as intentionally in the people using it.
JPMorgan Chase CEO Jamie Dimon has emphasized that emotional intelligence and critical thinking will be among the essential skills that endure as automation transforms the workplace.
Because while AI can make us faster and more efficient, it cannot replace the power of a genuine human experience.
I was reminded of this recently when I delivered a keynote and workshop for Sun Tan City.
Whenever I have the opportunity, I love to visit a client’s business before taking the stage. I want to experience the brand as a customer and better understand what happens behind the scenes.
So, I walked into one of their salons.
Isn’t it strange how walking into an unfamiliar place can make us feel a little vulnerable?
Whether it’s a new gym, salon, doctor’s office, or restaurant, we don’t know where to go, what to ask, or how everything works. Even after several wonderful interactions with the Sun Tan City home office, I still felt a little nervous walking in and saying, “Hi, I’m Tara, and I’d love to try this out.”
Then I met Abbey and Veronica.
They welcomed me immediately. They paid me a compliment, told me how happy they were that I was there, walked me through the salon, explained my options, and shared what other customers enjoyed.
They didn’t simply tell me about the services.
They made me feel comfortable, confident, and cared for.
Research has found that 80% of customers consider the experience a company provides just as important as its products or services.
And that experience is often created through seemingly ordinary moments:
A warm welcome.
A genuine compliment.
Someone noticing that you feel uncertain and taking the time to help.
Those moments cannot be automated.
AI may help companies improve what they offer, but people determine how it feels to experience it.
Abbey and Veronica reminded me that extraordinary customer experiences rarely require extraordinary gestures. They are created by ordinary people who choose to be present, thoughtful, and kind.
That is the Human Advantage.
This week, ask yourself:
How do people feel after interacting with me?
Because as technology continues to change how we work, our ability to make people feel seen, valued, and cared for may be our greatest competitive advantage.
