Author Spotlight

Chris Hood – Author Spotlight

Chris Hood is a strategist, author, and speaker. With over 35 years in business and technology and more than 20 years specializing in AI, he has led groundbreaking innovations in customer engagement and business strategy.

As the author of Infailible and the bestselling framework Customer Transformation, Chris explores AI’s evolving role in business and consumer behavior. Named one of the Top 30 Customer Experience Voices by Global Gurus, his expertise stems from leading digital strategy initiatives at Google and pioneering storytelling technologies at Fox, Disney, Universal, and Electronic Arts.

In his latest book, Infailible, Chris challenges the growing belief that AI is an infallible force, urging businesses to approach it with intention and responsibility. “AI shapes our future, but human imagination, compassion, and courage define its purpose,” he writes, emphasizing the need to balance innovation with humanity. With over a decade of AI thought leadership at Google, he provides unique insights into the intersection of technology and human experience.

Chris advises businesses on AI, marketing, customer experience, and gaming, helping them navigate digital disruption. He also teaches at Southern New Hampshire University, focusing on the intersection of business and technology.

Author Interview

I asked Chris some questions to help us all get to know here better. Let’s take a look!

What do you love most about writing?

I love building worlds and exploring different perspectives. Whether it’s uncovering new insights in non-fiction or crafting immersive stories in fiction, writing allows me to challenge ideas and present fresh viewpoints.

What do you think readers will love about your books?

For Infailible, I wanted to take a different approach to artificial intelligence—one that moves beyond the hype and examines its real-world impact. Readers who enjoy my books appreciate seeing a fresh perspective on familiar topics, exploring dimensions others often overlook.

Are you currently working on any new books or writing projects?

Yes! I’m transitioning from non-fiction to fiction. My next book will be an action-adventure, bringing together my passion for storytelling and world-building in a new way.

Where can people follow you online to learn more?

They can connect with me at chrishood.com and on X (@chrishood1) for updates on my work and thoughts on AI, business, and storytelling.

Do you have a favorite book or author?

I’m always reading a variety of books, but H.G. Wells remains one of my favorites. His ability to blend science, technology, and imagination is something I deeply admire.

Infailible: The Artificial Intelligence Ideology Reshaping Consumer Behavior 

A bold and provocative look at the hidden ideology behind AI and how businesses can harness its power without losing their humanity, from Chris Hood, author of the bestselling framework Customer Transformation.

The promise of AI is captivating: faster decisions, sharper insights, and unparalleled precision. But have we considered what we might lose in our rush to embrace the machine? Infailible: The Artificial Intelligence Ideology Reshaping Consumer Behavior is not a guide to using AI. It’s a call to rethink its role in customer engagement and human interaction in business.

At its heart is the AI Ideology, a belief system that elevates AI beyond its capabilities, tempting businesses to prioritize automation over empathy and efficiency over meaningful connection. Yet customers are not algorithms. They are people with emotions, aspirations, and stories that extend beyond datasets. This book challenges the narrative of AI as an infallible savior, asking instead: how do we balance innovation with humanity?

Through compelling real-world examples from brands like Nike, Disney, Starbucks, and Taco Bell, as well as insights from AI pioneers such as Lately.ai, PolyAPI, and Affectiva, Infailible explores the paradox of AI. While AI holds immense potential to transform industries and relationships, careless application risks eroding the trust and authenticity that define meaningful customer interactions.

Each chapter pairs a type of artificial intelligence with its corresponding human intelligence, covering critical business areas like Customer Experience, Customer Loyalty, and Customer Growth. The book presents 13 different AI disciplines alongside 13 human intelligences, with over 30 examples from leading companies. For example, it examines Aspirational Intelligence versus Predictive AI in customer strategy and Emotional Intelligence through Affective AI in customer engagement. These pairings highlight AI’s strengths and limitations while offering practical insights to help businesses leverage AI responsibly for meaningful growth.

What You’ll Learn:

  • How to balance AI-driven efficiency with authentic human connections
  • Why over-reliance on AI can damage customer trust and loyalty
  • The key differences between human intelligence and AI and how they complement each other
  • How leading brands successfully integrate AI without losing their human touch
  • Practical strategies for using AI to enhance, not replace, customer relationships

This book is about trust, humanity, and intention. It challenges leaders to go beyond the allure of speed and precision, blending innovation with empathy to create experiences as impactful as they are authentic.

For anyone ready to embrace a more thoughtful, human-centered approach in an era dominated by algorithms, Infailible is an essential guide.

On Amazon in paperback, hardcover, Kindle, and Kindle Unlimited.

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