Customers don’t want more messages — they want relevance, timing, and trust. As AI becomes embedded across product experiences, many teams are using it to move faster… but not necessarily to connect better. The result? Over-automated comms, generic “personalization,” and customer journeys that feel efficient — yet impersonal. In this talk, a design leader and a product leader come together to explore how AI can be used differently: as a tool for nurturing relationships, not just optimizing funnels. We’ll share: - How to design AI-powered touchpoints that adapt to customer intent, context, and readiness - Where product strategy and experience design must align to avoid “creepy” or spammy personalization - Real examples of AI-driven communications that build trust across the lifecycle - Practical frameworks for deciding when AI should speak, what it should say, and when humans still matter most Whether you’re designing flows, defining product strategy, or owning growth outcomes, this session will help you move from AI-powered messaging to AI-enabled relationships.