Jaclyn Wands — VP of Product and AI, Phaedon
Published:
What about how quickly did your loyalty member reengage with you after a documented error? So now you’re able to determine whether or not they’re a habitual transactional loyalist or an emotional transactional loyalist, ’cause now you’re talking about what was that distance of time for them to reengage you and trust you again. And this is the way measuring around error and around product, like product issue or a service issue, this is how you start to paint a picture of how loyal your customers are, are to you on an emotional level versus transactional level.
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-what-about-how-quickly-did-your-loyalty-member-reengage-with