#698: Staying customer-centric in the race to adopt agentic AI with Stephanie Liu, Forrester

We are here at Forrester CX in Nashville, TN and hearing all about the latest insights and ideas for brands to create better experiences for their customers.

If your AI roadmap doesn’t include your customer, is it really a roadmap—or just a bridge to nowhere?

Agility requires remembering who pays the bills: the customer. When shiny new tech shows up, it’s tempting to sprint after it—often leaving the actual human in our dust.

Today we’re talking about staying customer-first in the race to adopt agentic AI. To help me dig in, please welcome Stephanie Liu, Senior Analyst at Forrester. Stephanie—welcome to the show!

About Stephanie Liu

Steph focuses on the intersection of marketing and privacy. She guides clients on how to strike a delicate balance between privacy, trust, and consumer expectations, all while navigating a rapidly shifting data deprecation landscape that spans consumers’ privacy-protecting behaviors, regulation, tech limitations, and walled gardens. She examines topics like zero-party data, preference centers, data clean rooms, the customer data ecosystem, and how to deliver experiences that are personalized without being creepy.

Steph has been quoted in publications such as the New York Times, CNBC, The Markup, Marketplace, and AdWeek; her work has featured in AdExchanger, Forbes, and elsewhere.

Resources

Forrester: https://www.forrester.com https://www.forrester.com

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