Creating Customer Loyalty Through Brand Consistency and Innovation

In this special edition of CX Decoded, recorded live at the JW
Marriott in Austin, Texas this week during the CMSWire
CONNECT Conference, CX Decoded hosted Karna Crawford, a
distinguished marketing and digital strategy leader with a proven
track record of innovation and tangible results.


Throughout this episode, Karna, former head of US marketing at
the Ford Motor Company, shares her invaluable insights on
customer experience and its evolving landscape. She brings a
wealth of experience from working with iconic brands and
leveraging data-driven insights to shape customer
experiences.


Karna's unique perspective as a trailblazer in the industry sheds
light on the best strategies and practices for CX professionals,
whether seasoned veterans or those just starting their journey.
One of the key takeaways from our conversation with Karna is the
importance of strategic alignment between brand innovation and
customer loyalty. She emphasizes the need for organizations to
prioritize their innovation efforts and ensure they align with
the overall brand strategy.