#BrandLoyalty

More personalization, automation and orchestration improve CX, right? For many brands, they have instead created noise, confusion and weaker customer trust.

AI can generate content. It still can’t generate trust, distinctiveness or a reason to care. That’s where brand strategy returns to center stage.

The chief experience officer role is easy to mock and harder to execute. The real issue is whether companies empower leaders to align silos and drive change.