In this episode of the Strategy That Works Podcast, hosts Brian Betkowski and Ed Haines are joined by Brittany Christian, leader of Jabian’s Customer Acquisition and Retention service area, to explore how AI is reshaping customer experience. The conversation digs into why automation without culture leads to fragmented experiences, how AI can enable true orchestration across channels, and what the future of omnichannel, human-centered customer experience may look like over the next decade.