When AI Knows Too Much: Personalisation That Builds Trust Vs Breaks It
summary
Retail pet e‑commerce serves 12 million active customers and uses personalization that raises concrete tradeoffs: short two‑week A/B tests often show higher conversion but miss long‑term churn and trust loss, so watch two-week A/B windows, opt-outs and CS calls and rising unsubscribe or account‑privacy changes. Concrete failures include a rewards product that tracks Amazon purchases indefinitely and a clothing inference rolled back after pregnancy inference upset users; show provenance of recommendations and prioritize customer value over short‑term profit.
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chapters (11)
- 0:00Introduction and welcome
- 1:11Personalization gone wrong
- 5:29Signals of trust erosion
- 9:20Industries crossing trust lines
- 13:15Explaining personalization to users
- 16:47First-party vs third-party data
- 20:38AI personalization at scale
- 23:05User control and trust
- 26:39Rolling back intrusive features
- 29:47Profit vs dystopian data use
- 31:12Consumer data awareness
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