Internally, brands may create silos between marketing and customer service, but for the customer, it's all one brand experience—which means understanding and delivering on a customer's preferences needs to be a cross-functional priority. Jebbit's Pam Erlichman joins Elizabeth Fettes of Karisma Hotels & Resorts to share how their marketing team is taking a page from customer service and giving travel buyers an opportunity to share their likes, dislikes, motivations, and aspirations even before they're ready to buy. The end result? A highly relevant, personalized experience across all brand touch points, before, during, and after their vacation.