What if the biggest obstacle to delivering a world-class customer experience isn't your technology or your strategy, but the very way your teams are structured and enabled to work? Agility requires creating an internal environment that can fluidly adapt to—and even anticipate—the needs of the external customer. Today, we're going to talk about: the often-overlooked foundation of successful business transformation: the human experience. We’ll explore: Why the employee experience isn't just an HR initiative but a direct driver of customer outcomes How designing systems around the way people actually think—not just how we’re organized on a chart—is critical. The practical application of a human-centered lens to business processes Why so many large-scale changes fail when they don't properly connect the dots between people, processes, and technology. To help me discuss this topic, I'd like to welcome, Jennifer Jones, Chief Strategy & Experience Officer at RGP. About Jennifer Jones Jennifer Jones is Chief Strategy & Experience Officer at RGP, a global professional services firm, where she leads enterprise strategy and experience end-to-end—aligning go-to-market, customer and employee experience, and operating models to accelerate growth and retention. She is responsible for translating strategy into execution across the business, partnering across sales, delivery, finance, technology, HR, and talent to remove friction, strengthen adoption, and drive measurable outcomes. Jennifer also leads global marketing and communications, shaping RGP’s market voice, positioning, and demand generation engine. Previously, she served as Chief Marketing Officer, where she unified the company’s brand, go-to-market strategy, and growth programs to support its evolution into a differentiated, execution-focused consulting firm. With more than 28 years of experience, Jennifer is known for closing the gap between vision and execution. She has led large-scale transformations across brand, customer and employee experience, service design, and AI-enabled operating models—helping Fortune 500 organizations modernize in ways that drive adoption, unlock value, and deliver sustained impact. Her work is grounded in human-centered design, ensuring transformation is not only strategic, but people-focused, actionable and enduring. Jennifer Jones on LinkedIn: https://www.linkedin.com/in/jennifergardnerjones/ --------Resources-------- RGP: https://rgp.com/ The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703 Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 We’re proud to be a media partner for #MAICON26 - Oct. 13-15! Learn how AI can power your marketing and business and help you grow smarter. Use code AGILE150 to save! https://aglbrnd.co/r/7fe458ced0f04658 Reach your customers with Reddit. Spend $500 in ad spend, get $500 back in ad credit! Learn more: https://advertalize.com/r/491818c79fb1873f Don't miss We Make Future - the International Festival of Innovation in AI, Tech, and Digital Marketing, June 24-26 in Bologna. Learn more: https://aglbrnd.co/r/c80991afff416bb2 The most influential minds in software, AI, and engineering leadership will be at WeAreDevelopers World Congress North America, September 23-25 in San Jose. Learn more: https://aglbrnd.co/r/60a7299222a7bcf1 Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company