Empathy at Scale: AI, Data and the Human Side of Customer Engagement

David Savage sits down with Rachel Tilghman, Area Vice President at Braze, to explore how the world of customer engagement is evolving in the age of AI. Recorded at Web Summit Rio, Rachel shares insights on the company’s rapid growth in LATAM, the move from persona-based to empathy-based marketing, and the need for brands to go slow to go fast—especially when it comes to data and agentic AI. With a career that blends marketing strategy and tech leadership, Rachel explains why trust, community, and vulnerability are competitive advantages.

Tech Talks is powered by Nash Squared, the leading global provider of technology and talent solutions. Find out more about our solutions at ⁠⁠www.nashsquared.com⁠⁠

The music on Tech Talks is created by London artist Lemzi: ⁠⁠www.lemzi.com⁠