Agentic AI in Customer Relationships: Stage 2 of the Loyalty Series

This document collects the 14 LinkedIn posts that make up Stage 2 of the Loyalty Series by Gary Chitzu Yeung, written between August and October 2026. Stage 1 developed The Six Pillars of Human Loyalty, which views loyalty as a relationship the customer keeps choosing. Stage 2 asks what that means for the systems a business uses to understand its customers. The posts follow one line of thought. From what happened, to what it means, to what might become relevant next, and finally to what the business itself needs to become. AI arrives late in that sequence on purpose. The question is not what AI can automate, but how far intelligence should move from understanding to action, and who sets the boundaries. Most examples come from wholesale and key account work. The posts are arranged in three parts. Part 1, Seeing more of the relationship. Part 2, From anticipation to adaptation. Part 3, What it changes in practice. One post in Part 1 is where the Non-Substitution Principle of the Six Pillars framework first appears. The posts are reproduced as published, with hashtags removed and one spelling mistake corrected. Two were written for a LinkedIn sales management group. Introductions and captions are in English and Traditional Chinese. The posts are in English. The next stage of the series is Customer Interaction Management. 這份文件收錄楊濟慈(Gary Chitzu Yeung)忠誠度系列第二階段的 14 篇 LinkedIn 貼文,寫於 2026 年 8 月到 10 月。第一階段發展出「人本忠誠六支柱」,把忠誠視為客人持續選擇的一段關係。第二階段接著問,這對企業用來理解客人的系統代表什麼。 這些貼文沿著同一條思路往前走。從發生了什麼,到這代表什麼,到接下來什麼可能變得重要,最後是企業自己需要變成什麼。AI 刻意放在很後面才出現。重點不是 AI 能自動化什麼,而是智慧應該從理解走到行動走多遠,以及由誰設定邊界。大部分例子來自批發與重點客戶的工作。 全書分為三個部分。第一部分是看見關係的更多面,第二部分是從預判到調整,第三部分是放進實務之後改變了什麼。第一部分其中一篇,是六支柱框架的不可替代原則第一次出現的地方。 貼文維持發表時的原文,只拿掉 hashtag,並更正一個拼字錯誤。其中兩篇是寫給 LinkedIn 業務管理社團的。導讀與圖說為中英雙語,貼文為英文原文。 系列的下一個階段是客戶互動管理(CIM)。