Why Community is the Moat AI Can’t Copy with Christina Garnett

That's actually a great segue into AI.

It's eating everything.

And one thing is that it is very, these products might not be great, but it is easier to create a product than ever before.

So could you talk about how a good community could be like a brand's moat?

Yeah, absolutely.

So the thing is, is that as it's easier to build, that means it's also easy to replicate.

And so you could have a really great blue ocean tomorrow.

And then in a week, you have an entire market of competitors because it's very easy to vibe code and just be able to say like, oh, I just need to add this feature.

I can do that.

And so what AI has done is it it makes us feel like we've made these technological advancements.

But what it's actually done is create a tech parity.

so the differentiation is no longer in the tech itself there has to be something else and so community is a huge opportunity for you to really showcase that the human and i firmly believe this that the human is now the differentiator it's how you make me feel when i can't get in touch with someone for support it's how you make me feel when i feel dumb because the product's not working the way that i thought it was and i don't know if it's a me problem or a you problem or maybe there's a glitch It's all of these micro moments that come together where you need someone to feel more connected to the brand.

And what we're seeing is we're seeing more and more people need compassion and empathy.

And what we're seeing is less and less of it.

And then you tack on AI to that that is not capable of giving that empathy.

And what we're seeing is this nihilistic mindset.

viewpoint of tech now because there is no human to connect us to.

There is no empathy to find.

And so what it's doing is it's making a lot of people think anyone can vibe code it.

Why not me? Why can't I just make it? Why can't I just replace this? And I'm not condoning that, but I can understand the rationale behind it.

You've removed anything that made it in the name of the podcast.

You've removed anything that made it sticky.

And so by making sure that there's humans that are a part of it, they don't have to be at every level.

They don't have to be in every single conversation.

I'm not saying you can't use any technology or any AI or tech at all, but there has to be someone at the wheel that's not only accountable, but is there to be that human counterpoint to say, the tech is going to apologize to you and it's not going to mean anything.