Is Generative UI Helping or Hurting Your Customer Experience?
Generative UI promises every customer a personalized, dynamically-generated interface — but is it actually improving the experience, or quietly breaking it? In this episode, Hashi cuts through the AI hype to explain what Generative UI (GenUI) really is, why companies are racing to adopt it, and where it goes wrong. From e-commerce checkouts to the Marriott app, he explores the real promise of AI-personalized interfaces — and the "unwritten contract" between a user and a button that too many companies are breaking. You'll learn: What Generative UI is, in plain business language Why personalization drives conversion — and why habit beats personalization What a 2026 Qualtrics report reveals about the personalization-privacy tradeoff The #1 mistake companies make when deploying GenUI A practical framework for rolling out Generative UI safely: guardrails, data readiness, and controlled experiments If you're a non-technical business leader trying to figure out where AI actually fits in your customer experience strategy, this one's for you. Follow Hashi on Instagram: @aimehashi