The Modern Customer Podcast Me, My Customer, and AI: Scaling Customer Relationships with AI
9 snips
Nov 18, 2025 
Nicholas Thorne, an entrepreneur and co-author of 'Me, My Customer, and AI,' discusses how AI is revolutionizing customer relationships. He emphasizes finding founder-customer fit to foster authentic connections and warns against using AI to create distance between leaders and customers. Nicholas introduces the concept of 'relationship capital,' where trust leads to strategic advantages. He also predicts the rapid advancement of voice and multimodal customer experiences, urging leaders to leverage AI as a collaborative partner rather than an oracle.
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Start With Founder‑Customer Fit
- Identify the specific customer profile you are intrinsically motivated to serve before building features or products.
- Use that founder-customer fit to cut through AI-enabled noise and guide what to build next.
Relationship Trumps Feature Noise
- Authentic personal connection to a customer group helps a product stand out in a noisy AI-driven market.
- Relationship and trust can become a durable strategic advantage against commoditized features.
Use AI To Bring Founders Closer
- Use AI to remove distractions so founders can stay closer and more responsive to customers.
- Ensure AI notifies founders directly when customers request attention to preserve accessibility.
