Connection in an AI World
In this conversation, we explore the evolving landscape of community building and the enduring value of face-to-face interaction with Sarah Hatter, founder of ElevateCX. Together, we discuss the challenges of maintaining authenticity in an increasingly digital world, the shift toward smaller, more curated gatherings, and how to combat "AI fatigue" by prioritizing real-world expertise and genuine human relationships.
Key Topics Discussed
1. The Limitations of Online Connection
While digital tools like Slack, Discord, and Zoom are essential for communication, they often lack the depth required to build foundational trust. Sarah argues that online interactions are "flat" and that true relationship-building requires meeting "eye to eye, face to face."
"AI is very very flat. I feel like in-person meetings create a trust. Human beings inherently have trust for each other when they meet eye to eye, face to face, and see each other's flesh."
Takeaway: Online communities are most effective when they serve as a conduit for real-life connection rather than a total replacement for it.
2. Combating AI Fatigue in Professional Spaces
Professional conferences, particularly in Customer Experience (CX), have become oversaturated with AI-centric topics. Listeners are increasingly craving "toolbox talks"—practical, experience-based stories of how humans solved real problems—over high-level machine learning discussions.
"The best talks that you're going to see, the best conversations you're going to have ever are always going to be these toolbox talks where we talk about a problem... I show you how I fixed it."
Takeaway: As AI becomes ubiquitous, professional value will increasingly lie in human-to-human wisdom and transferable real-world expertise.
3. Authenticity and the Orchestration of Belonging
Sustainable communities thrive when leaders act as "orchestrators" rather than singular dominant voices. By encouraging authentic, "messy and real" interactions, community managers foster a cycle of belonging that inspires organic knowledge sharing among members.
"Authenticity is such an important part of how we build communities... the reward is other people will mirror that behavior."
Takeaway: A healthy community is defined by the quality of member-driven engagement, not just by quantifiable metrics like Slack member counts.
Memorable Quotes
"I am an anti-only online connector. Online spaces should be the conduit to [real life connection], not the opposite."
"We can't just continue to replace real relationships, real conversations, real critical thinking [with machine learning]."
"Find your people and do something good for them... be seen as someone who is open to giving and open to helping."
Takeaways
Prioritize "Eye-to-Eye" Moments: Seek out smaller, curated in-person gatherings to build deeper, more lasting professional trust.
Focus on Toolbox Wisdom: When speaking or attending events, prioritize practical problem-solving stories over high-level AI trends.
Orchestrate, Don't Dominate: If managing a community, step back and allow members to build their own relationships to foster long-term health.
Lead with Authenticity: Showing up as your "messy and real" self encourages others to do the same, leading to more meaningful connection.
Restore Joy in Meeting: Rethink event formats by incorporating fun, analog activities—like food tours or "Medieval Times"—to restore childlike wonder and connection.
