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Emplifi and P.F. Chang's Join Forces for Marketing Insights

In an exciting announcement for the marketing world, Emplifi, a leading Autonomous CX platform, recently revealed that its Chief Marketing Officer, Susan Ganeshan, will be speaking at the North American Marketing Leadership Summit (NAMLS). This significant event is set to take place on September 29, 2026, at the elegant Arizona Biltmore in Phoenix, Arizona. Ganeshan will share the stage with Patrick Benson, the Director of Marketing Communications at P.F. Chang's, highlighting their collaborative efforts in redefining marketing strategies.

The session, titled "Social That Scales: How P.F. Chang's and Emplifi Built a Team That Moves at the Speed of Culture," promises to delve into how brands can effectively respond to the rapid changes in consumer behavior and culture. In today's fast-paced market, leveraging AI-powered tools is essential for achieving true scalability, as Ganeshan notes.

"AI-driven social media management enables brands to adapt quickly and efficiently, but this requires innovation and a comprehensive understanding of customer behaviors," stated Ganeshan. Emplifi, with its robust platform, supports brands like P.F. Chang's in fostering loyalty by facilitating seamless communication across teams and employing technologies that transform customer engagement into actionable insights.

The NAMLS stands as a premier gathering for marketing executives and thought leaders, offering a unique opportunity to engage with pressing industry challenges and emerging trends. Over the course of their 35-minute session, Ganeshan and Benson will draw from P.F. Chang's real-life experiences to illustrate what it takes to construct an organizational foundation capable of meeting the demands of modern consumers in real-time.

What Attendees Can Expect

Audience members can look forward to an insightful discussion that addresses the common disparities brands encounter between their aspirations and actual execution in community and social media management. Key topics include:

1. The Hidden Costs of a Disjointed Customer Journey: Analyzing where marketing, operations, and customer care often fail to maintain a unified perspective on customers.

2. P.F. Chang's Community Management Framework: Discovering how Emplifi's capabilities allow a small team to effectively oversee numerous locations and respond to customer inquiries swiftly while influencing overall marketing strategies.

3. The Role of AI in Efficiency: Exploring how AI enhances the transition from gaining community insights to implementing content, customer care, and decisions quickly and effectively at a large scale.

4. Key Diagnostic Questions for Leaders: Identifying essential questions that marketing leaders should discuss regarding visibility, accountability, and the strategic value of social media data.

Attendees will gain practical insights to help them create a resilient social media and customer service framework that adapts to the evolving expectations of consumers.

As Patrick Benson highlights, "Social media has transformed from a basic publishing tool into a vital source for real-time customer sentiment and cultural insights. Partnering with Emplifi enables our team to listen, react, and implement strategies quickly across all our restaurant branches."

This transformative approach to community management transcends simple interactions; it focuses on turning customer feedback into strategic business initiatives that foster growth and strengthen brand identity.

About Emplifi

Emplifi stands out as the only Autonomous CX platform that seamlessly integrates AI-powered social media management with commerce and customer care for over 22,000 brands globally. Leveraging Fuel AI and an extensive dataset exceeding 5 trillion entries, Emplifi empowers enterprises to craft coherent customer journeys and deliver tailor-made experiences at scale, effectively transforming each customer touchpoint into a competitive advantage.

About P.F. Chang's

Established in 1993 by Philip Chiang and Paul Fleming, P.F. Chang's has emerged as the first recognized international multi-unit Asian brand dedicated to celebrating the rich tradition of wok cooking. Drawing inspiration from a variety of Asian cuisines, the restaurant's menu invites guests to experience unique flavors and culinary gems. With over 300 locations worldwide, P.F. Chang’s continues to deliver affordable elevated dining through shared and personalized dining options, making it a favorite among patrons everywhere.

For additional updates, visit pfchangs.com and follow @pfchangs on social media channels.