"CX isn't owned by one team. It lives across every touchpoint—each moment shapes the brand experience. "
CX-WISE Podcast
Micro Moments of Magic: Christina Garnett on The CX Insights You’re Missing
Summary
From math teacher to CX extraordinaire, how can brands balance AI efficiency with authentic human connection to create genuine customer love?
Join fractional Chief Customer and Communications Officer Christina Garnett as she explores:
- Why her teaching background shaped her CX philosophy—understanding that people consume content differently and building relationships through micro-moments rather than big gestures
- How to strategically use AI and automation while preserving human connection, knowing when customers need efficiency versus empathy
- The game theory approach to customer experience and why silos are "the killer of CX"
- Her trilogy method for building advocacy programs: combining community, gamification, and fandom to create authentic brand love
- Why brands like Chewy excel by showing up with grace during vulnerable customer moments—and how micro-moments build lasting relationships
Tune in to discover Christina's "Lion King" definition of customer experience, learn why she asks customers "when did we last make you feel loved?", and hear why the only thing you can't teach employees is genuine empathy.
Episode Highlights
CX Tips from the Author of ‘Transforming Customer-Brand Relationships’ You Can’t Afford to Miss
Episode Insights
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