E228: Kieran Wright & Damian Duke - Mastering AI for eCommerce Success Without Losing the Human Touch

“What could’ve been a five-minute conversation with a human has now taken 30 minutes and made me angry.” In this episode of eCom@One with Richard Hill, the spotlight turns to AI’s real-world impact on the eCommerce landscape. Richard hands the reins to Kieran Wright and Damian Duke, who dive deep into where AI genuinely adds value beyond the hype. Listen in as they discuss how AI is speeding up processes, enhancing research and strategy, and revolutionising workflows, while also exploring its limitations, ethical considerations and the irreplaceable role of human insight. Whether you want to refine your operations, improve content, or simply make smarter decisions about AI tools, this episode is packed with practical advice and candid opinions, helping you cut through the noise and harness AI where it matters most.  And remember “The trick is: I actually don’t know what I’m talking about, but if I say it in this tone of voice…” We’re joking, kind of!  Hit subscribe, and let’s get started! Time Stamps:  00:00 Exploring practical AI in business 04:44 Skepticism about chatbots in retail 07:13 Using AI as a thinking partner 10:17 Discussing AI tool reliance 15:05 Discussing AI and ethical concerns 18:12 Caution with AI data privacy 22:20 Clients pushing for AI in reviews 23:16 Evaluating AI tools for clients 27:03 Shifting roles in agency teams 30:10 Recommending a YouTube channel