Episode
From CRMC: Phaedon's Jaclyn Wands on humanizing loyalty in an AI-driven world
- Published
- Jun 10, 2026
- Duration seconds
- 1273
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Summary
As brands invest billions in AI to personalize the customer experience, are they inadvertently creating a more transactional, less human relationship with their most valuable customers? Agility requires not just the rapid adoption of AI-based solutions, but the wisdom to know when and how to apply them to enhance—without replacing—the human element of the customer relationship. Today, we're going to talk about: - The growing disconnect between what AI-powered loyalty programs deliver and what discerning consumers actually value. - Practical strategies for using AI to understand non-transactional signals and create more meaningful customer interactions. - How to evolve measurement beyond simple engagement metrics to quantify the strength of genuine brand affinity. To help me discuss this topic, I'd like to welcome, Jaclyn Wands, VP of Product & AI at Phaedon. About Jaclyn Wands Jaclyn Wands is an AI Practicalist and VP of Product & AI at Phaedon, a loyalty enterprise SaaS and strategic services company. A product leader at the intersection of human-centered AI and customer experience, Jaclyn brings technical fluency in machine learning, NLP, and data operations to a discipline that's fundamentally about people. She has built and launched products across large enterprise SaaS platforms and founded her own human-centered AI application. All experience that shapes her belief that the most powerful technology disappears and make room for the human moment. At Phaedon, Jaclyn leads the product and AI strategy behind loyalty programs that go beyond points and discounts to build genuine emotional connection between brands and their customers. Her work bridges the gap between what AI can do and what customers actually want. A balance she explores through Phaedon's Humani…