Create Emotional Connection at Scale: Fireside Chat with Christina Garnett

Join us at HULT Business School for a compelling fireside chat and book event with author and customer experience expert Christina Garnett as she explores the evolving dynamics of emotional connection in marketing. Drawing from her new book, Transforming Customer-Brand Relationships, this session is a must-attend for mid-career marketers who want to move beyond transactional tactics and build authentic, lasting relationships with their audiences.

As the landscape of customer experience marketing shifts, brands must prioritize emotional resonance over acquisition metrics. Garnett offers practical strategies for creating memorable customer journeys that turn casual buyers into lifelong brand advocates.

Whether you're building community, elevating your customer support experience, or refining your brand voice, this session will show you how to design a customer experience brand that earns attention—and keeps it.

What You’ll Learn:

● Create Emotional Connection at Scale
How to foster real emotional affinity in a crowded digital landscape.
● Rethink Success Metrics
Why Net Promoter Score, customer sentiment, and brand love matter more than ever.
● Harness the Customer Voice
Use social listening and user feedback to design a brand experience that resonates.
● Transform Customer Service into a Brand Advantage
Make every support interaction a moment that builds loyalty and drives advocacy.
● Craft a Cohesive Customer Experience Brand
Practical frameworks for aligning marketing, support, and community into a unified, emotionally engaging experience.

About the Author

Christina Garnett is an award-winning Fractional Chief Customer Officer, customer experience strategist, and the author of Transforming Customer–Brand Relationships (Kogan Page, 2025). Her work focuses on helping brands build emotional connection, customer advocacy, and long-term loyalty through intentional customer experience, community engagement, and brand storytelling.

Christina has worked with small businesses, startups, and Fortune 500 companies through her roles at neuemotion, HubSpot, the Small Business Development Center (SBDC), and ICUC. Her insights have been featured in Adweek, Campaign US, Forbes, and HubSpot Academy, and she has spoken at global industry events including INBOUND, CNX, and Digital Summit.

With a background in CX strategy, social listening, and community-building, Christina helps organizations design customer experiences that are felt, not just measured.

About the Moderator

Dr. Matt Johnson, Professor, HULT International Business School

Matt is a professor, researcher, and writer specializing in the application of psychology and neuroscience to the business world. He received his PhD in Cognitive Psychology from Princeton University in 2013, where his dissertation work focused on the neural basis of language and communication. Now as a full-time professor at Hult International Business School, his current research aims to better understand the science of storytelling - particularly as it pertains to empathy and the consumer experience. Prior to joining Hult in 2015 as an Undergraduate Associate Dean, he worked as a consultant in Shanghai, China for 18 months.

Date: November 18, 6pm - 8pm

Location: HULT International Business School

Platinum Sponsor:

We extend our sincere gratitude to our Platinum Sponsor, Brick Marketing, for their generous sponsorship. Your partnership is truly appreciated and instrumental to our success.

For more information, click here.

About the American Marketing Association (AMA) Boston:

The American Marketing Association (AMA) Boston is the networking and educational hub for New England marketers. Our mission is to build a community of marketers who can share experiences, learn about the latest marketing trends, and build a powerful professional network. AMA Boston empowers its members with the knowledge and

resources they need to be leaders in their careers and organizations. Learn more at https://www.amaboston.org.-----

Any questions? Please reach out to us at theoffice@amaboston.org!