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 Podcast 

Tech Talks is a podcast that probes the minds of tech leaders, hosted by Technology Evangelist David Savage. Each week, the show releases three episodes with new guests, covering the latest tech news, exploring new products and cultural transformations that drive the tech industry.

Founded in 2015 Tech Talks has published over 650 episodes and attracts over 18,500 streams a month from a global audience. The podcast offers insights and ideas from leading technologists on culture, innovation, finance, growth, sustainability, and more, providing a platform for the c-suite, founders, and senior figures to hear from others facing similar challenges and tap into a wider community.

Find out more about Tech Talks here.