Jaclyn Wands — VP of Product and AI, Phaedon
Published:
Maintain a high "curiosity lever"—encourage teams to step outside their roles as marketers, critically observe their own experiences as consumers, question the output of the black box, and constantly seek to understand the "why" behind the data.
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-maintain-a-high-curiosity-leverencourage-teams-to-step-ou