Why Brand Strategy is the Key to Customer Experience in the Age of AI

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As AI redefines search behavior, gone are the days of relying on traditional search engines to drive awareness. The brands truly breaking through are the ones teaching AI who and what to trust. Delivering a best-in-class experience is the strongest lever a brand can pull to save it from obscurity and build both trust and meaning with customers. Today, it’s critical that brand and advertising teams treat their customer experience (CX) counterparts as an extension of their team. Join Lippincott as we discuss why most brands struggle to align their promises with experiences, and the strategies for transforming CX moments into authentic, branded ones.

In this session, you will learn:

How marketing can work more closely with experience teams to create moments that matter in 2026
The new model of CX and how marketers can start using it
Real cases of brands that have nailed delivering their brand promise through customer experience