Most CX teams report satisfaction scores. If yours disappeared on Monday, whose week would actually break? That answer decides whether it survives AI.
Rania Brand ran global CX and service design at Kimberly-Clark, where customer experience sits inside the operating model rather than beside it. In this conversation she argues that AI changes almost nothing about the CX equation — it only raises the cost of weak foundations — and explains why the teams that come through it will be the ones already load bearing somewhere else in the business. Along the way: why NPS only tells you a fire started, which KPIs are "in the now", and what enterprises should be copying from government digital services.
ABOUT RANIA
Rania Brand is a senior product & experience leader, who was Associate Director of Global CX and Service Design, and Global Product Manager, at Kimberly-Clark. Before Kimberly-Clark she spent fifteen years at IBM, including four and a half years working in government, which she describes as the clearest example she has seen of experience operationalised as institutional capability rather than run as a programme. Her work centres on connecting customer experience to the KPIs a business already reports — revenue leakage, cycle time, inefficiency — instead of leaving CX to defend itself with satisfaction scores. She publishes on Medium and LinkedIn.
KEY TAKEAWAYS
AI is another actor in the blueprint, not a new equation — the foundations question is unchanged.
NPS and CSAT tell you a fire started; they never tell you which room.
If your CX team vanished and nobody's Monday broke, it was an initiative, not a function.
CX survives by being load bearing inside supply chain, pricing and finance, not beside them.
Solve deeply in one market, then export the design principles rather than the solution.
CHAPTERS
00:00 Introduction
00:30 Why AI doesn't change the CX equation
02:52 NPS tells you there's a fire, not which room 06:35 The shadow IT risk in democratised AI
11:15 Why CX teams resist AI out of fear
12:30 Load bearing CX versus CX as a department
16:48 The Monday morning litmus test
19:52 What enterprises can learn from government digital services
30:39 Why data foundations don't change how people work
35:38 Incentives versus more systems thinkers
40:16 The KPIs that are in the now
43:26 Getting analysts and CX teams in the same room
46:06 Sponsorship, agency and regional execution
50:53 Solve in one market, scale with design principles
54:25 Why change and adoption decides whether it sticks
LINKEDIN
🎙️ Guest: Rania Brand — https://www.linkedin.com/in/raniabrand/
🎙️ Host: Jochem van der Veer — https://www.linkedin.com/in/jochemvanderveer/
THEYDO
Learn more about Journey Management with TheyDo: https://www.theydo.com
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