California Pizza Kitchen Co-Founder Rick Rosenfield on building a brand from the inside out

The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX · Jul 13, 2026 · 25m

With brands being defined by every customer interaction, who is really in charge of your customer experience: your C-suite, or your frontline employees?

Agility requires more than just the right technology; it demands a culture where empowered teams can make decisions and respond to customer needs in the moment.

Today, we're going to talk about building a brand from the inside out, focusing on the powerful connection between internal culture and external customer experience. We'll explore:

- How a "reverse pyramid" leadership model can directly impact customer experience and brand perception…