Why Your KPI’s Are Lying to You with Fullstory’s Lane Greer

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Why Your KPI’s Are Lying to You with Fullstory’s Lane Greer

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Everyone wants to throw AI into their digital experience. Lane Greer from FullStory says that's probably a mistake. Too many companies are looking for ways to add AI when they should be asking what their customers actually need. And it might not be AI.

Join hosts Nick Paladino and Chuck Moxley as they introduce the Claude bracket: that signature design move that screams "I didn't put thought into this." Meanwhile, Lane explains the real downfall of AI, taste and judgement. When you feed Claude a comic book design as context for an enterprise app, it doesn't know the difference. It just copies the pattern.

We dig into why your KPIs are lying to you. When you add AI support, ticket handle time goes up. Sounds bad. It's actually good. When conversion rates drop but order value climbs, you're winning. And we explore AI's version of the uncanny valley, that gap between obviously fake and totally authentic that AI just can't cross.

Key Actionable Takeaways:

Stop looking for places to inject AI– start understanding what your users actually need
Taste and judgment cannot be automated—human oversight isn't a limitation, it's a requirement
Your KPIs are lying to you now—higher ticket times and lower conversion might actually mean you're winning

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Download the Five Step Site Speed Target Playbook: http://bluetriangle.com/playbook

Lane Greer’s LinkedIn: linkedin.com/in/lanegreer
Nick Paladino's LinkedIn: https://linkedin.com/in/npaladino
Chuck Moxley's LinkedIn: https://www.linkedin.com/in/chuckmoxley/

Chapters:
(00:00) Introduction
(01:00) The AI Phenomenon
(03:45) Brand Personality Still Matters
(05:00) When to Use AI and When Not To
(06:45) Trust in AI Agents
(09:00) Human in the Loop
(11:00) Taste and Judgment
(12:30) The Data Context Problem
(13:00) The Claude Bracket
(15:00) Pressure Testing Detection
(16:15) Uncanny Valley in AI
(17:45) KPIs Getting Suppressed
(18:55) Conversion vs Order Value
(20:45) Ticket Handle Time Paradox
(22:00) Support Team Impacts
(23:00) Conclusion

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