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    Amazon CEO Andy Jassy: 'We happen to believe that virtually every customer experience will be reinvented using AI.' AI assistants answer largely from experience data - reviews, social, forums, editorial and earned media - which makes what people actually experience an input to search, not just an outcome of it.

    QuoteBrand & Creativity

    “'We happen to believe that virtually every customer experience will be reinvented using AI.' AI assistants answer largely from experience data - reviews, social, forums, editorial and earned media - which makes what people actually experience an input to search, not just an outcome of it.”

    — Amazon CEO Andy Jassy

    Source

    Be Distinctive Everywhere: The Experience Edition 2026 - Jones Knowles Ritchie x Kantar (2026)

    Jones Knowles Ritchie (JKR) x Kantar

    p. 9; Andy Jassy, Amazon CEO, cited in Kantar Blueprint for Brand Growth: Intelligence for Brands in the AI Era, 2026 Edition

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    StatWhere brand equity is actually builtStatImproving customer experience makes a brand 2.5x more likely to significantly grow market shareStatDistinctiveness, experience and product factors drive 62% of what makes a brand different - communication only 20%StatMeaningful Difference accounts for 94% of a brand's pricing powerStatA shared belief gives brands 9x higher volume share, 2x higher price paid, and 4x greater odds of growing value shareStatAffinity nearly doubles repeat purchaseStatConsistency compounds into growthStatThe most distinctive brands more than doubled the growthStatOwn product experience and word of mouth score highest on brand impact; print ads, OOH, online ads and sponsorship score lowestPrincipleBrand experience is the moment a brand's promise comes true - in every interaction, from a phone call to an unboxingPrincipleThe distinctiveness test for any brand experience: could a competitor have offered this same experience?PrincipleThe Distinctive Experience Cycle: a shared belief drives Expression, Participation, Experience and Validation in a loop
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