Christine Lane, Head of Innovation and Experience, DDB North America was featured in a recent Campaign US article on how to connect CX metrics to financial goals for 2024. As generative AI and economic uncertainty will continue to pose an issue for brands and marketers in the new year, customer service holds the influence and the power for brands that are striving for measurable growth.

Christine says: “the question is, at what point will the effectiveness of personalization flatline due to ubiquity and overexposure? What will consumers actually engage with when every experience is tailored precisely to their needs?”

Read more here.