Your Company's AI Through the Customer's Eyes

Most companies adopt AI by choosing a model, hiring a vendor, and counting the savings, and never ask the one question that decides everything: what will the customer think? This guide flips the perspective. It is written in the voice of your most demanding customer, the collective, maximally difficult one, the person Jeff Bezos kept an empty chair for at Amazon's meetings. Chapter by chapter, that customer walks you through five requests: ask me what I need first; prove your AI benefits me (the three-number test and the "AI guillotine"); agree on the rules with me, a full system of three documents: public AI Rules, the AI Service Passport, and the AI Receipt that explains what your AI actually did, with worked samples of all three; talk to me like a human being; and check yourselves through my eyes, evaluation systems, test purchases, living rules. With the EU AI Act transparency requirements arriving on 2 August 2026 and similar US state laws already in force, most of these requests will soon stop being polite suggestions. Better to meet them before your competitors do, and with a smile.

“A thoughtful and important guide. The customer-centred perspective adds something that is still too often missing from conversations about business AI.”