How beauty and fashion brands are reimagining CX with customer-centered AI

Jodi Cerretani, vp of marketing, Gladly

Customer experience leaders are under mounting pressure — costs are climbing, loyalty is slipping and churn is accelerating after years of impersonal, disconnected service.

In response, many beauty and fashion brands have turned to AI. But in the rush to cut costs and speed up results, most are simply layering AI onto legacy systems without rethinking the broader strategy. As a result, the gap between what customers expect and what these brands can deliver is growing.

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