OpenAl and Anthropic's latest usage data reveals an interesting paradox: everyday Gen Al adoption is accelerating globally across diverse use cases, with users developing surprising trust through hyper-personalised, human-like interactions. Yet Google Cloud's 2024 DORA report shows that while 90% of developers now use Al-assisted coding, confidence in outputs remains low.
These patterns are reshaping digital engagement and creating new, Al-mediated customer journeys.
What does this mean for you today?
Map Your Brand's Invisible AI Touchpoints Your customers are already using Gen Al as intermediary when engaging with your brand. Understanding how they're using these tools to interact with your content and services is the hidden layer you need to map the invisible Al touchpoints and gain control of how your brand is being experiences in these channels.
Make Current Touchpoints Smarter, Not More Complex Leverage your existing data before adding complexity. History has shown us that the unfulfilled promise of personalisation comes from brands drowning in the volume of data needed to manage personalisation and the need to do something with the data leading to disconnected experiences. Al offers a different path: make current touchpoints more contextual and intuitive rather than adding new ones. Focus on using Al to create experiences that feel naturally responsive rather than artificially intelligent.
Establish Human-Led, AI-Assisted Development Experiment with agentic coding, but maintain human oversight. While tools like Claude Code are reshaping development workflows, we advocate for human-led, Al-in-the-loop approaches rather than the reverse. This prevents today's quick solutions from becoming tomorrow's technical debt. Establish clear protocols for Al code review, testing frameworks specifically for Al-generated code, and documentation standards that capture both human intent and Al implementation.
Ready to uncover your brand's hidden AI touchpoints? Get in touch to discuss how we can help you navigate this new landscape.
