# Ep. 52 - Why AI misses what customers really mean – Insights Ep. 7

Page: https://stenobird.com/podcast/the-experience-edge-7117779/ep-52-why-ai-misses-what-customers-really-mean-insights-ep-7
Text version: https://stenobird.com/podcast/the-experience-edge-7117779/ep-52-why-ai-misses-what-customers-really-mean-insights-ep-7.md
Podcast: [The Experience Edge](https://stenobird.com/podcast/the-experience-edge-7117779)
Published: 2025-11-19T06:00:00+00:00
Episode link: https://podcasters.spotify.com/pod/show/experienceedge/episodes/Ep--52---Why-AI-misses-what-customers-really-mean--Insights-Ep--7-e3b2qoc
Audio file: https://anchor.fm/s/fb8746cc/podcast/play/111290572/https%3A%2F%2Fd3ctxlq1ktw2nl.cloudfront.net%2Fstaging%2F2025-10-17%2F412621188-44100-2-430e086bff963.mp3
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JSON: https://stenobird.com/v1/public/podcasts/the-experience-edge-7117779/episodes/ep-52-why-ai-misses-what-customers-really-mean-insights-ep-7
Duration seconds: 517

## Resource

Can AI actually help you understand your customers - or is it just noise at scale? As teams lean into AI to handle discovery work, it’s tempting to treat all insights as equal. But not all research sources are created equal - and AI isn’t great at everything. In this episode, Jochem Van Der Veer breaks down where AI actually supports discovery... and where it silently sabotages it. This is a guide for anyone using AI to scale research, sift through feedback, or make sense of customer data. What You’ll Learn: • A side-by-side breakdown of 8 key research sources - and where AI helps (or fails) • Why AI performs well on written support data but fails to read tone, sarcasm, or urgency • How AI misses the intent behind interviews - and why that matters for product decisions • The danger of over-trusting CRM notes, sales transcripts, and survey sentiment without context • How to combine AI-assisted insights with human nuance to get to real customer truth Follow Jochem van der Veer on LinkedIn Learn more about Journey Management with TheyDo

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## Transcript

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