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Chris
Hood
CMO
PolyAPI
Chris Hood is a strategist, author, and keynote speaker and has become a pivotal thought leader in integrating customer success with digital strategy. With over 35 years of experience in business and technology development, Chris has built a reputation for fostering customer-centric cultures. He is the author of Infailible and Customer Transformation, which offers profound insights into aligning businesses with technologies like AI and evolving consumer behaviors. Global Gurus recognized Chris in 2024 and 2025 as one of the Top 30 Customer Experience voices. His expertise is rooted in his tenure at Google, leading digital strategy initiatives, and his pioneering work in storytelling technologies at major companies like Fox, Disney, Universal, and Electronic Arts. Chris advises companies in AI, marketing, and customer success. Additionally, he teaches at Southern New Hampshire University, emphasizing the intersection of business strategies and technology.
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10 September 2025 12:00 - 12:30
Panel | AI knows your customer, do you?: The CMO playbook to insight, authenticity and scale
According to Salesforce's most recent report, creating a cohesive customer journey is listed as one of the top five challenges for marketers today. In this session, you'll hear from marketing leaders tackling that challenge head-on—showing how AI can do more than just predict behavior; it can help brands truly understand their customers. Join us for a lively discussion on what happens when automation goes too far, why emotional intelligence is the missing link in most AI strategies, and how messy data could be holding your personalization efforts back. Key takeaways: - How to use AI to uncover meaningful customer insights beyond the obvious - Practical strategies for delivering hyper-personalization at scale - The role of emotional intelligence in building trust and deeper engagement with AI - How to balance automation with customer choice to avoid over-engineering the journey - Why clean, well-managed data is essential to maximizing AI performance - Actionable tips to ensure AI supports—not overrides—the customer experience