The document discusses how brands need to focus on creating excellent customer experiences in today's digital world where customers are more empowered and demand more from brands. It proposes that brands start with defining their core brand idea and then map out the customer experience they want to create by using branded content across channels to set expectations and guide customers. This holistic brand-customer experience approach is meant to build trust, loyalty, engagement and brand equity through both digital and traditional marketing that is rooted in the brand and measured by data.