{"id":918082,"date":"2026-07-07T11:14:11","date_gmt":"2026-07-07T16:14:11","guid":{"rendered":"https:\/\/newsycanuse.com\/index.php\/2026\/07\/07\/ai-is-changing-how-customers-choose-your-business\/"},"modified":"2026-07-07T11:14:11","modified_gmt":"2026-07-07T16:14:11","slug":"ai-is-changing-how-customers-choose-your-business","status":"publish","type":"post","link":"https:\/\/newsycanuse.com\/index.php\/2026\/07\/07\/ai-is-changing-how-customers-choose-your-business\/","title":{"rendered":"AI Is Changing How Customers Choose Your Business"},"content":{"rendered":"<div>\n<div>\n<div>\n<p><a href=\"http:\/\/hbr.org\/topic\/subject\/ai-and-machine-learning\">AI and machine learning<\/a><\/p>\n<\/div>\n<div>\n<p><span> by <a href=\"http:\/\/hbr.org\/search?term=Graham Kenny\">Graham Kenny<\/a> and <a href=\"http:\/\/hbr.org\/search?term=Ganna Pogrebna\">Ganna Pogrebna<\/a><\/span><\/p>\n<\/div>\n<p><span>July 6, 2026<\/span><\/p>\n<\/div>\n<div>\n<p><img decoding=\"async\" src=\"http:\/\/hbr.org\/resources\/images\/article_assets\/2026\/07\/Jul26_02_1124474071.jpg\"   alt><\/p>\n<p><span>charles taylor\/Getty Images<\/span><\/p>\n<\/div>\n<div>\n<ul>\n<li><a aria-label=\"Post on Twitter\" href=\"https:\/\/twitter.com\/intent\/tweet?&#038;original_referer=&#038;ref_src=twsrc%5Etfw&#038;related=twitterapi%2Ctwitter&#038;tw_p=tweetbutton&#038;url=\" target=\"_blank\" rel=\"noopener noreferrer\" data-analytics=\"share-on-x\"><span>Post<\/span><\/a><\/li>\n<li><\/li>\n<li><\/li>\n<li><\/li>\n<li><\/li>\n<\/ul>\n<p><dialog aria-labelledby=\"pdf-benefit-title\"><\/dialog><\/div>\n<div>\n<section>\n<h2>Summary.\u00a0\u00a0\u00a0<\/h2>\n<p><span><span><span>As AI increasingly mediates how customers research, evaluate, and choose suppliers, competitive advantage is shifting from direct customer understanding to managing AI-shaped interactions. Drawing<\/span><\/span><\/span><span><\/span><\/section>\n<div>\n<p><a href=\"http:\/\/hbr.org\/2026\/07\/ai-is-changing-how-customers-choose-your-business?language=es\" data-analytics=\"lang-es\">Leer en espa\u00f1ol<\/a><a href=\"http:\/\/hbr.org\/2026\/07\/ai-is-changing-how-customers-choose-your-business?language=pt\" data-analytics=\"lang-pt\">Ler em portugu\u00eas<\/a><\/p>\n<\/div>\n<\/div>\n<div>\n<ul>\n<li><a aria-label=\"Post on Twitter\" href=\"https:\/\/twitter.com\/intent\/tweet?&#038;original_referer=&#038;ref_src=twsrc%5Etfw&#038;related=twitterapi%2Ctwitter&#038;tw_p=tweetbutton&#038;url=\" target=\"_blank\" rel=\"noopener noreferrer\" data-analytics=\"share-on-x\"><span>Post<\/span><\/a><\/li>\n<li><\/li>\n<li><\/li>\n<li><\/li>\n<li><\/li>\n<\/ul>\n<p><dialog aria-labelledby=\"pdf-benefit-title\"><\/dialog><\/div>\n<p data-first-paragraph=\"true\">For decades, firms have sharpened competitive advantage by observing their customers through surveys, user groups, complaints, and usage data\u2014all of which has increasingly been enabled by the rise of the internet.<\/p>\n<div>\n<ul>\n<li><a aria-label=\"Post on Twitter\" href=\"https:\/\/twitter.com\/intent\/tweet?&#038;original_referer=&#038;ref_src=twsrc%5Etfw&#038;related=twitterapi%2Ctwitter&#038;tw_p=tweetbutton&#038;url=\" target=\"_blank\" rel=\"noopener noreferrer\" data-analytics=\"share-on-x\"><span>Post<\/span><\/a><\/li>\n<li><\/li>\n<li><\/li>\n<li><\/li>\n<li><\/li>\n<\/ul>\n<p><dialog aria-labelledby=\"pdf-benefit-title\"><\/dialog><\/div>\n<div>\n<p><span>Read more on <a href=\"http:\/\/hbr.org\/topic\/subject\/ai-and-machine-learning?ab=articlepage-topic\"><strong>AI and machine learning<\/strong><\/a> or related topics <a href=\"http:\/\/hbr.org\/topic\/subject\/generative-ai?ab=articlepage-topic\"><strong>Generative AI<\/strong><\/a>, <a href=\"http:\/\/hbr.org\/topic\/subject\/consumer-behavior?ab=articlepage-topic\"><strong>Consumer behavior<\/strong><\/a>, <a href=\"http:\/\/hbr.org\/topic\/subject\/customer-experience?ab=articlepage-topic\"><strong>Customer experience<\/strong><\/a> and <a href=\"http:\/\/hbr.org\/topic\/subject\/customer-service?ab=articlepage-topic\"><strong>Customer service<\/strong><\/a><\/span><\/p>\n<\/div>\n<\/div>\n<p><a href=\"http:\/\/hbr.org\/2026\/07\/ai-is-changing-how-customers-choose-your-business\" class=\"button purchase\" rel=\"nofollow noopener\" target=\"_blank\">Read More<\/a><br \/>\n Graham Kenny<\/p>\n","protected":false},"excerpt":{"rendered":"<p>AI and machine learning by Graham Kenny and Ganna Pogrebna July 6, 2026 charles taylor\/Getty Images Post Summary.\u00a0\u00a0\u00a0 As AI increasingly mediates how customers research, evaluate, and choose suppliers, competitive advantage is shifting from direct customer understanding to managing AI-shaped interactions. Drawing Leer en espa\u00f1ol Ler em portugu\u00eas Post For decades, firms have sharpened competitive<\/p>\n","protected":false},"author":1,"featured_media":918083,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[395,2576],"tags":[],"class_list":["post-918082","post","type-post","status-publish","format-standard","has-post-thumbnail","category-changing","category-customers"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/newsycanuse.com\/index.php\/wp-json\/wp\/v2\/posts\/918082","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/newsycanuse.com\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/newsycanuse.com\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/newsycanuse.com\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/newsycanuse.com\/index.php\/wp-json\/wp\/v2\/comments?post=918082"}],"version-history":[{"count":0,"href":"https:\/\/newsycanuse.com\/index.php\/wp-json\/wp\/v2\/posts\/918082\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/newsycanuse.com\/index.php\/wp-json\/wp\/v2\/media\/918083"}],"wp:attachment":[{"href":"https:\/\/newsycanuse.com\/index.php\/wp-json\/wp\/v2\/media?parent=918082"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newsycanuse.com\/index.php\/wp-json\/wp\/v2\/categories?post=918082"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newsycanuse.com\/index.php\/wp-json\/wp\/v2\/tags?post=918082"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}