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.

Ankur Goyal is the SVP of Growth at Coterie, a modern premium baby care brand. He has held multiple positions at Coterie, including VP of Growth and Head of Growth. Ankur is also a Strategic Advisor at GrapevineAI, which raises money to provide brands with on-demand creator content. Before Coterie, he co-founded TableTip Analytics, a data-science startup for the restaurant industry.

How can you take a brand in a crowded consumer market and scale it profitably without relying on constant discounts? Many companies chase short-term wins with flashy offers, only to erode brand value and stall long-term growth. What does it take to build a brand that persuades customers and keeps them coming back?

According to growth leader Ankur Goyal, brands must build persuasive messaging rooted in customer feedback. Studying reviews and customer experience data can uncover messaging pillars, which drive customer acquisition. Ankur maintains that avoiding discount-based advertising forces brands to create compelling, performance-driven campaigns and that structured yet flexible creative testing cycles keep campaigns fresh. By focusing on practical insights, you can grow profitably while strengthening relationships with customers.

In this episode of Chief Advertiser, Samir Balwani sits down with Ankur Goyal, SVP of Growth at Coterie, to talk about scaling consumer brands with smart messaging and creative testing. Ankur discusses why persuasive messaging beats ad structure tweaks, how customer feedback uncovers alternative messaging, and what it takes to run effective creative experiments at scale.

Tyler Milakis is the Head of Brand Marketing at Charlotte's Web, a leading producer of hemp-derived wellness products. In his role, he spearheaded a full rebrand, go-to-market launches, and performance campaigns for flagship wellness products. With over a decade of experience in DTC marketing, Tyler has helped brands sharpen their voice, expand their presence, and own their markets.

Brands with rich origin stories may struggle to evolve without alienating their loyal customer base. As consumer expectations shift and competition intensifies, companies must modernize their brand while remaining true to their core values. How can brands grow, innovate, and stay relevant without losing the essence that built their trust?

According to brand marketing leader Tyler Milakis, brand evolution starts with intention and internal alignment. He advises embedding your values across every touchpoint — from packaging to messaging — and aligning your team by hosting brand days, creating guides, and maintaining consistent communication. Rather than chasing novelty or trends, innovation should solve consumer problems and remain rooted in your brand’s purpose.

In this episode of Chief Advertiser, Samir Balwani hosts Tyler Milakis, Head of Brand Marketing at Charlotte's Web, to talk about guiding a legacy brand through evolution and innovation. Tyler explains how to convey an authentic brand story, remain culturally relevant, and maintain consistency in marketing efforts.