Before adding AI to a product or experience, leaders should ask: Is it solving a real problem—or are we using AI simply because we can?
That question becomes especially important in fields where trust and human connection matter. @HarvardHBS Associate Professor Julian De Freitas explains that customers are sensitive to superficial uses of AI. The strongest applications offer something genuinely useful that wouldn’t be possible otherwise.
In this episode of Cold Call, De Freitas and Harvard Art Museums’ John Connolly explore how organizations can experiment with AI without losing sight of authenticity, trust, and the value they’re creating for their audiences.
Watch the full Cold Call episode wherever you get your podcasts, or here: https://s.hbr.org/4iIyu9k