At CES 2026, Lainie Fertick shares her hot take on why human connection remains more important than ever, even as AI becomes more deeply embedded in everyday experiences. She discusses how brands can redesign customer journeys for an AI-assisted world, what consumers are likely to be looking for in 2026, and how expectations around personalization, trust, and value are continuing to evolve. Lainie also offers a bold prediction on how relationships between consumers and brands will change in the year ahead. A thoughtful perspective on balancing technology with authenticity as brands navigate the next chapter of customer experience.