Why Your KPI’s Are Lying to You with Fullstory’s Lane Greer
Everyone wants to throw AI into their digital experience. Lane Greer from FullStory says that's probably a mistake. Too many companies are looking for ways to add AI when they should be asking what their customers actually need. And it might not be AI.
Join hosts Nick Paladino and Chuck Moxley as they introduce the Claude bracket: that signature design move that screams "I didn't put thought into this." Meanwhile, Lane explains the real downfall of AI, taste and judgement. When you feed Claude a comic book design as context for an enterprise app, it doesn't know the difference. It just copies the pattern.
We dig into why your KPIs are lying to you. When you add AI support, ticket handle time goes up. Sounds bad. It's actually good. When conversion rates drop but order value climbs, you're winning. And we explore AI's version of the uncanny valley, that gap between obviously fake and totally authentic that AI just can't cross.
Key Actionable Takeaways:
- Stop looking for places to inject AI– start understanding what your users actually need
- Taste and judgment cannot be automated—human oversight isn't a limitation, it's a requirement
- Your KPIs are lying to you now—higher ticket times and lower conversion might actually mean you're winning
Want more tips and strategies about creating frictionless digital experiences? Subscribe to our newsletter!
https://www.thefrictionlessexperience.com/frictionless/
Download the Five Step Site Speed Target Playbook: http://bluetriangle.com/playbook
Lane Greer’s LinkedIn: linkedin.com/in/lanegreer
Nick Paladino's LinkedIn: https://linkedin.com/in/npaladino
Chuck Moxley's LinkedIn: https://www.linkedin.com/in/chuckmoxley/