Jaclyn Wands — VP of Product and AI, Phaedon
Published:
As a leader in marketing, you need to have at least a conceptual understanding of just how frequently these models can be wrong. And I quote my favorite statistician, E.P. Box, ‘All models are wrong, but some are useful.’ And when you approach your AI technologies and you approach your AI strategy with this fundamental understanding, you are more likely going to implement fail-safes and the ability to do human in the loop checking that allows for a more powerful integration of AI, keeping it safely implemented within the parameters that it’s made to be used.
What does Jaclyn Wands say on The Agile Brand with Greg Kihlström?
Jaclyn Wands, VP of Product and AI, Phaedon, says: In this interview Jaclyn Wands, VP of Product and AI at Phaedon, argues that AI must be used with human oversight and strategic intent to build emotional customer loyalty. She critiques the tendency to treat AI as infallible, recommends shifting loyalty programs beyond transactional rewards to empathetic, context-aware experiences, and urges marketers to measure relationship resilience (how customers reengage after errors) while fostering a culture of curiosity about model outputs and customer experience.
From: The Agile Brand with Greg Kihlström
Cite as: Jaclyn Wands. (2026). On The Agile Brand with Greg Kihlström. Retrieved from https://research.agilebrandguide.com/insights/jaclyn-wands-as-a-leader-in-marketing-you-need-to-have-at-least-a-concep