In this Global Conversation, Craig Inglis, Global Chair of The Marketing Society, is joined by Peter Cross, customer behaviour expert, retail consultant and author of Start with the Customer to explore how AI is reshaping customer experience and what it takes to build brands that people and machines trust.
As AI and large language models change how brands are discovered, evaluated and chosen, the conversation explores why the key to great customer experience remains unapologetically human. Together, Craig and Peter discuss the balance between automation and human connection, why employee experience and customer experience go hand in hand, and how understanding customer feelings, not just customer data, remains at the heart of great brands.
Drawing on practical examples and real-world experience, the session offers fresh perspectives on strengthening customer experience while embracing the opportunities AI brings.
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