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In today’s digital world, brands seek to forge a more human connection with customers at the very moment those customers want their products and services. In the past, companies were hierarchical, didn’t admit mistakes, and stood behind policy or fine print. But big companies no longer command respect simply because they’re big. Today, brands succeed by focusing on empathy, stories, and conversations. This summary shares the insights of over 90 practitioners who met at the Annual Brand Conference to talk about how to forge a stronger connection with customers across platforms and channels.