Brittany Hodak
Freelance Contributor at Freelance
My new book, Creating Superfans, is in stores now! 📚 https://t.co/8TFtoVaDec
Articles
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2 weeks ago |
cmswire.com | Brittany Hodak
Blending story and science is the modern CMO’s CX advantage. New CMO role. Modern CMOs must blend data and storytelling to meet customer expectations. Emotion meets data. Data-driven personalization works best when paired with emotional intelligence. AI and stories. AI can help scale personalized storytelling, but human insight remains essential.
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4 weeks ago |
cmswire.com | Brittany Hodak
Forget points and perks—CX leaders must focus on personal, values-driven experiences to win loyalty. Story shapes identity. A clear, values-driven brand story gives customers a reason to care beyond the product. Empathy builds trust. Loyalty grows when brands understand customer needs through real conversation and insight. Consistency creates advocates. Reliable, thoughtful experiences repeated over time turn satisfaction into lasting loyalty.
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1 month ago |
cmswire.com | Brittany Hodak
The brands winning real loyalty are those blending modular tech with emotional connection—without customers even noticing the tech at work. Composable digital ecosystems. Composable systems allow brands to build flexible, modular environments that personalize customer experiences in real time. Human-centered strategy. The best digital experiences prioritize real human needs and make sure that technology enhances emotional connections seamlessly. Invisible tech magic.
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Feb 27, 2025 |
vktr.com | Brittany Hodak
Blending AI efficiency with human empathy is the key to modern contact centers and customer satisfaction. The Gist AI enhances efficiency. AI makes customer service faster and smarter. Automating routine tasks frees human agents to focus on complex customer needs. Humans build trust. People still want a human connection. While AI enhances service, human agents bring empathy, problem-solving and trust. Hybrid service wins. The future of call centers is hybrid.
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Feb 7, 2025 |
cmswire.com | Brittany Hodak
Without teams who know how to use AI in smart, meaningful ways, it’s just another shiny tool gathering dust. Soft skills matter. AI requires soft skills like adaptability, collaboration and critical thinking to make an impact in customer experience and marketing. Experiment and innovate. Safe spaces for experimentation help teams master AI tools and reimagine customer journeys. Role-specific toolkits.
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The best marketing isn’t a clever tagline. It’s the stories customers tell about you when you’re not in the room.
Shoutout to your team for being SUPER, @planview!! ❤️
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Dear @SouthwestAir, to thank you for UNFAILINGLY having direct flights to every city I need to get to (including tricky 3- and 4-stop trips everywhere), I wrote you this haiku: Southwest for the win Every stop I need, direct— Lifetime superfan! Thank you!! 😘❤️💙💛 ✈️ https://t.co/Rla3RNI3Rs
