Today on the show, we’re joined by Carey Chou, VP of Data AI at HEB who’s had cross sector experience working at companies like Infosys to LVMH to now HEB. Carey leads in Human-Centered AI, building tools that help us make better decisions, build trust, and simplify the complex.We will explore how AI can turn routine experiences into relevant ones and how brands are most discoverable in AI search.Three Key Takeaways:
- Human-Centered AI is About Augmenting, Not Replacing Humans
Carey emphasizes that AI and GenAI should enhance human judgment and decision-making rather than automate it blindly. By anchoring trust, usability, and reasoning at every interaction, brands can turn routine transactions into meaningful, personalized experiences—like banking apps or grocery shopping that feel attentive and intuitive. - Multi-Sensory, Emotional Digital Experiences Matter
Digital experiences don’t have to feel transactional. AI can create multi-sensory, emotionally resonant interactions that maintain the “soul” of the brand. From colorful visuals and recipe sounds in grocery apps to subtle haptics for rewards, technology can amplify human connection while still delivering efficiency. - The Next Frontier: In an AI-driven world, being everywhere isn’t enough—brands need to build deep trust in key platforms while sending consistent credibility signals across all channels.
