About this episode

This episode discusses the evolving landscape of customer experience in the age of AI, emphasizing the importance of trust and human connection.

In the age of AI, trust and human connection are the new foundations of customer experience. The rules are changing: technology is reshaping how brands interact with consumers, but it is human connection, trust, and transparency that will define the winners. In this episode, Jane Ostler talks with  Isabelle Zdatny  and Amy Cashman . They discuss how organisations must move beyond captive audiences and transactional relationships, earning loyalty through responsible practices and meaningfully different experiences. In an era where everything can be commoditised except the human touch, brands who deliver on their promises and build emotional connections will stand out.  Hosted on Acast. See acast.com/privacy for more information.

People in this episode

Host: Jane Ostler

Guests: Isabelle Zdatny, Amy Cashman

Topics covered

• customer experience
• AI innovation
• human connection
• trust
• brand loyalty
• responsible practices

Keywords

• customer experience
• AI
• human connection
• trust
• brand loyalty
• emotional connections
• responsible practices

Mentioned in this episode

Organizations: Kantar, Saïd Business School, Oxford University

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