The CX Imperative: Keeping Customers Close in the Age of AI | From SPG to AI: Loyalty, Personalization, and the Brand Experience

Jeff Rosenberg, co-founder of WideOpen and co-author of The CX Imperative, joins the Loyalty Leaders podcast at Loyalty Summit CXM in Chicago to discuss why customer experience cannot be treated as a department, a tactic, or a cost center. The conversation explores how companies can keep customers present in decision-making, why AI and agentic tools need to be designed around customer value, and how brands can avoid adding more friction between themselves and the people they serve.

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Recorded at Loyalty Summit CXM in Chicago, Tommy Danielson speaks with Kurt Kendall, Co-Founder and Co-CEO of Kairos Growth Advisors, about what separates truly great loyalty programs from transactional "me too" programs. The conversation moves from the emotional legacy of SPG to the real promise of AI: not just cutting costs, but creating more personalized, more useful, and more brand-enhancing customer experiences.