MaryLeigh Bliss, Chief Content Officer at YPulse, has been tracking what young consumers find cool and what keeps them loyal to brands. The two things turn out to be driven by different forces, and understanding the gap between them can change how brand investment decisions should be made. Bliss brings data from YPulse's brand tracker, which covers affinity for over a thousand brands among 13-to-39-year-olds, alongside a separate brand loyalty study. The findings on loyalty, in particular, point to a shift in consumer behavior that happened fast and has a specific cause.

Rick DeLisi, Lead Research Analyst at Glia and co-author of The Effortless Experience, discusses research showing that less than 30% of organizations achieve full value from customer support AI investments. The conversation covers the "AI maturity gap" where adoption does not equal adaptation, why focusing solely on cost reduction limits AI potential, and barriers, including organizational readiness gaps and measurement challenges. DeLisi explains how high-performing organizations approach AI differently through operational changes beyond technology deployment, why low-effort experiences drive loyalty more than delight, and how contact centers can transform from cost centers into strategic growth engines.

Finola Kerrigan, professor of marketing at Birmingham Business School, spent ten years with colleagues studying James Bond fan communities online. Their findings, published in the International Journal of Research in Marketing, upend a basic assumption in brand management: that loyal, vocal fans are always an asset. The research identifies a pattern called regressive nostalgia, where a subset of fans resists a brand's cultural evolution and pulls it toward an idealized past. The conversation covers how brand stewards can distinguish between constructive loyalty and regressive attachment, why listening to the loudest voices can backfire, and what the Bond franchise reveals about managing heritage brands through social change.