How Brianna Langley Frames AI Guidelines for Great Customer Experiences | CX-WISE Ep.14

The question of how much AI is too much is becoming more important than ever, especially when it comes to customer experience. Many companies still aren’t transparent about their use of AI, which raises concerns about customer data privacy. Imagine the trust brands could earn if they were more open about it!

Brianna Langley Henderson (Bri) and our host, Nathan Bennett, share practical ways to create and implement AI policies that enhance customer experiences on this episode of CX-WISE.

Bri is a seasoned marketer with over a decade of experience in CX and marketing. She currently thrives as the Marketing Manager at Bailey International, and her articles have been featured in publications such as CMSWire and Waste 360. Brianna also holds a role as an advisory board member for Simpler Media Group.

She shares real-world examples of crafting brand stories that portray customers as heroes and offers guidance on adopting a holistic approach to AI-driven customer experiences.

Learn about the impact of frontline employees on customer interactions and why humanizing digital touchpoints is essential. Discover effective ways to responsibly share and utilize customer data to build brand loyalty.

Tune into this episode to gain insights into why customer experience is crucial in the waste management industry and how AI can elevate CX: http://ms.spr.ly/6055lRA9L

0:00 Welcome note
0:25 Introduction to Brianna Langley Henderson
1:32 How does Bri define customer experience?
2:22 The critical link between employee and customer experience
3:25 Brands that are nailing AI personalization
4:33 Is AI a threat or an opportunity?
6:10 Why should brands focus on AI transparency?
7:23 How to ensure the privacy of customer data?
9:14 What are Gen Z’s attitudes around data privacy?
11:12 Why should brands prioritize first-party data?
12:38 How does CX work in waste management?
19:56 Human stories boosting marketing impact
21:20 How does Patagonia use storytelling to turn its consumers into activists?
22:37 What is the difference between head and heart loyalty?
24:37 Bri’s career advice for young professionals

Discover how strategic integration of AI, customer experience and data-driven insights could accelerate your business growth, in this blog: http://ms.spr.ly/6056lRA90

You can also read how digital twins can help you connect more deeply with your customers and compel you to rethink your take on CX, here: http://ms.spr.ly/6057lRA9F

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Get ready to level up your customer experience game with CX-Wise! Whether you’re a seasoned pro or just starting out, our community of CX professionals will give you all the tools you need to tackle any challenge. We’ll dish out practical insights, actionable strategies, and a ton of witty banter to keep you on your toes. Join us and share your own experiences, because together we’ll break through the clutter and supercharge your customers’ experiences. Don’t believe us?

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About Us:

At Sprinklr, our mission is to enable every organization on the planet to make their customers happier. Sprinklr is the leading enterprise company for all customer-facing functions. With advanced AI, Sprinklr’s unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

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