Samantha Gagliardi is the Senior Customer Experience Manager at Rhoback, a performance activewear brand that designs high-quality apparel. With experience in CX strategy and leadership, she shapes Rhoback’s customer interactions and retention practices. Before Rhoback, Samantha was a Customer Experience Manager at Business and Pleasure Co. and JAXXON.

Customer experience can make or break a brand’s perception. From marketing to product delivery, every interaction shapes loyalty and trust. How can you ensure every touchpoint reflects the same consistent brand voice?

According to customer experience driver Samantha Gagliardi, consistency starts with defining a clear brand “law”: a framework that guides how teams interact with customers across channels. She emphasizes the importance of leveraging customer data, reviews, and sentiment analysis to identify gaps between brand identity and customer perception. Beyond data, Samantha recommends leveraging tools like customer advisory panels and surveys to deepen engagement and uncover authentic insights. These approaches align marketing, operations, and customer service while building long-term loyalty.

In this episode of Chief Advertiser, Samir Balwani talks with Samantha Gagliardi, Senior Customer Experience Manager, about the intersection between brand voice and the customer experience. Samantha explains why data and reviews are essential for alignment, the role of surveys and advisory panels in refining brand strategy, and the importance of cross-team collaboration to deliver on customer expectations.