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Greg is a best-selling author, speaker, and entrepreneur, currently an advisor and consultant to top companies on customer experience, employee experience, and digital transformation initiatives as Principal and Chief Strategist at GK5A. He is also the host of The Agile Brand with Greg Kihlström podcast. He is a two-time CEO and Co-Founder, growing both companies organically and through acquisitions, and ultimately leading both to be acquired (one in 2017, and the other in 2021). As a strategist, digital transformation, and customer experience advisor, he has worked with some of the world’s top brands, including Adidas, Choice Hotels, Coca-Cola, Dell, FedEx, HP, Marriott, MTV, Starbucks, Toyota, and VMware.
He is a member of the School of Marketing Faculty at the Association of National Advertisers, currently serves on the University of Richmond’s Customer Experience Advisory Board, was the founding Chair of the American Advertising Federation’s National Innovation Committee, and served on the Virginia Tech Pamplin College of Business Marketing Mentorship Advisory Board. Greg is Lean Six Sigma Black Belt certified, is an Agile Certified Coach (ICP-ACC) and holds a certification in Business Agility (ICP-BAF).
Meaningful Measurement of the Customer Experience (2022), Greg’s eighth and latest book provides guidance on how to create a customer-centric culture that prioritizes customer needs while aligning internal teams around a common goal. His previous book, The Agile Workforce (2021) explores the current and future state of the workforce and envisions a world where individuals thrive in a new world of work opportunities enabled by technology, decentralization, and a shift in the power dynamics between employers and employees. Greg’s book, The Center of Experience (2020) talks about how customer and employee experience can be operationalized into a cohesive brand experience. The Agile Brand (2018), follows the evolution of branding from its beginnings to the authentic relationship with brands that modern consumers want, and gives practical examples of what you can do to create a more modern, agile brand while staying true to your core values. His podcast, The Agile Brand with Greg Kihlström, launched in early 2019 and discusses brand strategy, marketing, and customer experience with some of the world’s leading experts and leaders.
Greg is a regular contributing writer to Forbes and CMSWire, and has been featured in publications such as Advertising Age, SmartCEO, Website Magazine, and The Washington Post. Greg was named one of ICMI’s Top 25 CX Thought Leaders of 2022, and a DC Inno 2018 50 on Fire winner as a DC trendsetter in Marketing. He’s participated as a keynote speaker and panelist at industry events around the world including Internet Week New York, Internet Summit, EventTech, SMX Social Media, Social Media Week, Mid-Atlantic Marketing Summit, ABA Bank Marketing Summit, and VMworld. He has guest lectured at several schools including VCU Brandcenter, Georgetown University, Duke University, American University, University of Maryland, Howard University, and Virginia Tech.
Available For: Advising, Authoring, Consulting, Influencing, Speaking Travels From: Washington, DC Speaking Topics: Customer Experience, Marketing Technology, Digital Transformation
Customer experience has become the primary method of competitive differentiation between most brands today. While most companies claim that customers and their needs drive decisions and priority within their organizations, when it comes time to prioritize customer needs, it can often be more difficult and less clear exactly how and what to do. There are several reasons for this, and these reasons form the foundation of Meaningful Measurement of the Customer Experience. The talk provides guidance on how to create a customer-centric culture that prioritizes customer needs while aligning internal teams around a common goal.
First Party Marketing: Staying Agile in an Experience-First, Privacy-Conscious, Customer-Centric World
Customers expect personalized experiences from brands, yet are increasingly concerned about how their data is being used. As consumer preferences shift, and data regulations increase, brands are caught in the middle. The solution to these challenges is to create a first party data strategy that enables the type of personalization that customers want, yet protects customer data in a way that anticipates future trends.
Agile Digital Transformation
Great customer experience (CX) is more than something that is nice to have. It is now one of the chief points of competitive advantage for many brands across a growing number of industries. One of the biggest roadblocks to providing a more seamless experience to customers is the need to digital transformation within the organization. Whether the transformation helps the direct interactions customers have with your brand, the operational aspects behind the scenes, the measurement of CX, or all of the above, it sometimes takes large-scale organizational change to enable a better customer experience.
Digital transformation enables benefits beyond CX, including smoother operations, a better employee experience, as well as a more streamlined method to collect, analyze and improve organizational KPIs. All of these combined with a customer-centric mindset, and an agile approach to implementation and improvement can help companies succeed in their digital transformation efforts.
The Metrics of Customer Experience, Part 1
Thinkers360
August 06, 2022
The first part in a 7-part series on customer experience measurement, based on ideas and insights from Greg Kihlström’s recent book, Meaningful Measurement of the Customer Experience.
Founding Chair, National Innovation Committee, American Advertising Federation
American Advertising Federation
June 01, 2018
Greg was Founding Chair of the AAF's National Innovation Committee, bringing together advertisers, agencies, and martech platforms to talk about opportunities and challenges in the industry.
Virginia Tech Pamplin College of Business Marketing Industry Mentoring Board Member
Virginia Tech Pamplin College of Business
April 03, 2017
Greg was a member of the Virginia Tech Pamplin College of Business Marketing Industry Mentoring Board, consisting of industry experts that advised on both curriculum as well as other issues related to the Marketing Program at Virginia Tech
Trust for the National Mall National Advisory Council
Trust for the National Mall
January 04, 2010
Was a member of the marketing committee for the Trust for the National Mall's National Advisory Council. The Trust for the National Mall is a partner of The National Park Service.
Fast Company: Aligning marketing operations with your marketing strategy
The Agile Brand
May 09, 2023
When MOps is used effectively, it can provide the structure and governance to ensure you are starting, executing, and analyzing your marketing initiatives in the best possible manner.
Tags: Customer Experience, Digital Transformation, Marketing
Investing in Employees for Improved Customer Experience
The Agile Brand
April 22, 2023
The customer experience (CX) is the grand sum of all interactions between a company and its customers. It’s the lasting impression that a business leaves on its patrons, and it’s one of the most important elements when it comes to creating long-term relationships with customers. If companies want to make sure their CX is up to par, they need to invest in their employees. Let’s take a look at why employee investment is so important and how companies can go about it.
Are we really ready for an AI-driven Customer Experience? Part 3
LinkedIn
April 14, 2023
In the first part of this three-part series, we explored some of the opportunities that artificial intelligence-based solutions offer to an organization’s customer experience program. In the second part, we explored some of the challenges of doing this. In this final part of the series, we’re going to look at how to best integrate AI and #CX in a meaningful way.
Are we really ready for an AI-driven Customer Experience? Part 2
The Agile Brand
April 13, 2023
By Matthew Egol and Greg Kihlstrom . Artificial intelligence is not without its challenges. Now let’s discuss some things to watch out for when introducing AI into your CX strategy.
Tags: AI, Customer Experience, Digital Transformation
A win-win situation
Indian Management
April 04, 2023
By focusing on both the needs of your customers, as well as those of your employees, you can ensure that everyone’s best interests are taken into consideration when making decisions or driving forward key initiatives within your organisation.
Tags: Change Management, Customer Experience, Future of Work
Data, Data Everywhere, But Do You Know What to Do with It?
TDWI
April 03, 2023
Disorganized data is one of the main barriers standing between today’s brands and success. When data is properly organized and accessible, companies can get ahead of their customer needs and drive them toward loyalty programs, which increase retention and customer lifetime value. Today’s brands, from retailers and restaurants to financial services and football teams, have more data than ever to work with, but they’re still failing to bridge the data gap between them and what their customers want. In fact, 77% of decision makers think they underutilize customer data.
Tags: Big Data, Customer Experience, Digital Transformation
Are we really ready for an AI-driven Customer Experience? Part 1
The Agile Brand
March 31, 2023
By Matthew Egol and Greg Kihlstrom .With customer experience a primary point of competition for many brands today, and the current stream of new products and features utilizing artificial intelligence (AI) based tools, a marriage of AI and customer experience (CX) seems like a perfect pairing
Using AI and journey orchestration to boost your marketing automation
MarTech
March 31, 2023
AI and customer journey orchestration can take your existing marketing automation approaches to the next level.
Marketing automation is a foundational component of marketing technology stacks. However, using it alone isn’t enough to stay ahead, as customers expect a seamless experience with your brand, regardless of the channel.
There are ways to use additional solutions, notably artificial intelligence and journey orchestration, to take your existing marketing automation approaches to the next level.
CustomerThink: Conversational Marketing and the Customer Experience
The Agile Brand
March 27, 2023
Conversational marketing can have a positive impact on the customer experience by using real-time conversations to build stronger relationships with customers and prospects, providing a natural interface for consumers to ask questions and get answers in real-time. It leverages the power of tools like chatbots, live chat, social media, and messaging apps to provide personalized and engaging interactions across the customer journey.
Tags: Customer Experience, Digital Transformation, Marketing
Combining Technology and Creativity for Standout Customer Engagement with Mariam Asmar, Braze
The Agile Brand
March 19, 2023
Recently WARC and Braze released a report entitled: The invisible enabler: Unlocking the Creative Potential of Technology. We’re going to talk about a few of the ideas in that white paper that covers why brands should audit their available tech and data, how they should prioritize creative investment in key areas of the omnichannel journey, and why it is advisable to put in place a first-party data strategy.
Tags: Customer Experience, Digital Transformation, Marketing
Fast Company: Meaningful uses of artificial intelligence for marketers
The Agile Brand
March 18, 2023
Written by Greg Kihlström for Fast Company. You’ve undoubtedly heard the continuous influx of news about OpenAI’s ChatGTP and now Google’s Bard, as they introduce expanded ways of utilizing artificial intelligence (AI) in business and beyond.
Tags: Customer Experience, Digital Transformation, Marketing
The Enterprisers Project: ChatGPT and beyond: AI and the customer experience
The Agile Brand
March 08, 2023
ChatGPT is one such generative AI tool. It leverages a combination of deep neural networks and natural language processing algorithms to create engaging content quickly and efficiently. But ChatGPT and generative AI tools comprise only a small subset of the many opportunities that AI can provide. Here are some real-world examples.
MarTech: North Star goals for category leaders: Agile, customer-centric culture
The Agile Brand
March 05, 2023
It takes a fully-functioning team across multiple disciplines to create successful marketing results. While an individual or two may stand out, the collective strategic work is what achieves winning and sustainable ROI. Long-term success depends on supportive leadership and nimble teams that keep up with changing times while building valuable lifetime customers.
Tags: Customer Experience, Digital Transformation, Marketing
CMSWire: The AI Adoption Mindset: Augmentation and Collaboration
The Agile Brand
March 04, 2023
Working in the marketing technology space for over a couple decades now, I’ve heard a lot of buzzwords over the years. Some of them were warranted, some not so much. Some of them too far ahead of their time, and some of them hitting at just the perfect time.
Tags: Customer Experience, Digital Transformation, Marketing
Forbes: Strategic Evaluation Of Your MarTech Stack
The Agile Brand
March 02, 2023
Your marketing technology, or martech, platforms and infrastructure have a profound impact on your team’s ability to drive new customer acquisition, keep customers engaged and stay one step ahead of the competition.
Tags: Customer Experience, Digital Transformation, Marketing
Quality Digest: Balancing Customer Insights With the Bottom Line
The Agile Brand
February 28, 2023
Customer loyalty and lifetime value are highly prized in today’s competitive environment. Smart businesses know that a major point of competitive advantage (or failure) can be the type of customer experience they provide.
YFS: Here’s How World-Class Brands Deliver Lasting CX Results
The Agile Brand
February 22, 2023
Greg Kihlstrom, Principal & Chief Strategist at GK5A, reveals how to build long-term brand success by building frameworks that deliver on fundamentals.
Tags: Customer Experience, Digital Transformation, Marketing
Martechvibe: Achieving Maximum ROI From Personalised Customer Experiences
The Agile Brand
February 21, 2023
By taking this approach, marketers can more effectively target their messages and create more meaningful customer experiences that drive purchasing decisions while strengthening loyalty over time—which are both vital goals in today’s highly competitive landscape.
Tags: Customer Experience, Digital Transformation, Marketing
Know Your Buyer: Crafting a Robust, Personalized, Omnichannel Customer Experience
The Agile Brand
February 19, 2023
A fantastic customer experience is the key to a customer-first, employee-driven business transformation. When you call to check on a refund and the customer service representative immediately recognizes you and the purpose of your call, can tell you when the refund is going to hit your bank account, and can solve any sizing or selection issues that may have led you to seek a return, demands a new way of thinking about customer service. Rather than seeking to close tickets as quickly as possible, brands must focus on delivering the best possible experience across the board.
Tags: Customer Experience, Digital Transformation, Marketing
Fast Company: What leaders need to know about the health of their marketing technology stack
The Agile Brand
February 11, 2023
As a marketing leader, you need to understand the health of your marketing technology stack. Your marketing technology stack is made up of all the tools, platforms, and systems you use to support your marketing efforts, and it plays a critical role in the success of your campaigns. With the constantly evolving landscape of marketing technology, however, it can be challenging to keep track of all the moving parts and ensure that your stack is functioning optimally.
Tags: Customer Experience, Digital Transformation, Marketing
North Star goals for category leaders: Customer lifetime value model
MARTECH
February 02, 2023
Sales and marketing professionals understand the continual pressure to reach and convert new customers to a product or service and how easier it is to keep a happy customer than win new ones.
MarTech: North Star goals for category leaders: First-party customer view
The Agile Brand
February 02, 2023
Today’s customers have two, sometimes opposing needs. They want to receive highly personalized content, offers and experiences while maintaining a high level of data privacy. Enhancing the customer experience and acting as good stewards of customers’ private information is a win-win for brands.
Tags: Customer Experience, Digital Transformation, Marketing
Sales & Marketing Management: Creating Success Through a Customer-First, Employee-Driven Approach
The Agile Brand
January 31, 2023
Today’s business leaders have to take into account many different yet equally important priorities, making for a complex professional landscape characterized by competing demands on their time. Business leaders engaged in sales and at the same time keeping employees involved and happy, face challenges daily.
Creating Success Through a Customer-First, Employee-Driven Approach
Sales & Marketing MAnagement
January 30, 2023
Today’s business leaders have to take into account many different yet equally important priorities, making for a complex professional landscape characterized by competing demands on their time. Business leaders engaged in sales and at the same time keeping employees involved and happy, face challenges daily. But there is an opportunity to create a win-win situation for both customers and employees. By taking a customer-first approach and building an employee-driven organization, companies can create lasting success. Let’s take a look at how this strategy works.
North Star goals for category leaders: First-party customer view
MarTech
January 30, 2023
This is the second of a four-part series on the North Star goals that set category leaders apart from their peers. The first part (one-to-one, omnichannel personalization) can be found here.
Today’s customers have two, sometimes opposing needs. They want to receive highly personalized content, offers and experiences while maintaining a high level of data privacy. Enhancing the customer experience and acting as good stewards of customers’ private information is a win-win for brands.
My latest book, “House of the Customer,” outlines four North Star goals that every brand should strive for, no matter how aspirational they may seem. In the previous article in this series, I discussed the first of these goals — providing a truly one-to-one, omnichannel personalized customer experience.
In this second article in a four-part series, I will discuss having a truly first-party customer view that protects customers’ data while allowing the brand to incorporate accurate insights to provide great experiences.
Tags: Customer Experience, Digital Transformation, Marketing
CustomerThink: Aiming for the Stars: Unlocking the Power of Personalization to Enhance Your Customer Experience
The Agile Brand
January 29, 2023
Delivering a great customer experience is essential for any business. In today’s competitive landscape, it’s not enough to simply offer a good product or service. It’s also essential to make sure that customers have an enjoyable and positive experience throughout their entire journey with your company. That’s where personalization comes in
Tags: Customer Experience, Digital Transformation, Marketing
CMSWire: Understand, Serve, Listen: Building Your House of the Customer
The Agile Brand
January 21, 2023
Written by Greg Kihlström for CMSWire. How are you building your house of the customer? It starts with recognizing your customers' preferences and habits and evolves as they evolve.
Tags: Customer Experience, Digital Transformation, Marketing
Forbes: Benefits Of Using Conversational Marketing Approaches With Your Customers
The Agile Brand
January 17, 2023
Conversational marketing approaches can take several forms—from automated chatbots that present a predetermined set of choices, to conversational AI that can adapt and respond to more free-form questions posed by customers and prospects, to live chat solutions that have humans answering questions via a chat interface in a similar manner that they might if a customer called via phone.
Tags: Customer Experience, Digital Transformation, Marketing
B2B E-commerce and the Customer Experience with Rupesh Agrawal, CEO of Amla Commerce
The Agile Brand
January 16, 2023
Based on a transcript of a recent podcast interview. We talk about the current state of B2B ecommerce and what lies ahead for brands. To help me discuss this topic, I’d like to welcome Rupesh Agrawal, CEO of Amla Commerce, makers of Znode, an enterprise B2B ecommerce platform and Artifi, an ecommerce product customization platform.
Tags: Customer Experience, Digital Transformation, Marketing
MarTech: North Star goals for category leaders: One-to-one, omnichannel personalization
The Agile Brand
January 15, 2023
While “one-to-one” and “omnichannel” are the goals, you can start incrementally and work your way toward them.
As marketers, we must constantly balance the ideal with the practical and achievable. This comes amid a flood of competing priorities, including:
Tags: Customer Experience, Digital Transformation, Marketing
North Star goals for category leaders: One-to-one, omnichannel personalization
MarTech
January 12, 2023
This is the first of a four-part series on the North Star goals that set category leaders apart from their peers.
As marketers, we must constantly balance the ideal with the practical and achievable. This comes amid a flood of competing priorities, including:
Demands for short-term financial results from shareholders.
Leaders needing to achieve business objectives.
Customers demanding the best possible experience.
The competition catching up or pulling ahead.
All the chatter from our own community about the latest and greatest technology and how quickly every brand has to adopt the newest three-letter marketing acronym.
Because of all this, it is easy to lose sight of the long-term goals that will help us achieve continued success and build loyal, lifetime customers.
Tags: Customer Experience, Digital Transformation, Marketing
House of the Customer: Book Now Available + the Importance of the Customer Lifetime Value Model
House of the Customer
January 11, 2023
Welcome to the House of the Customer newsletter where I share insights and ideas for marketers who are building the personalized customer experiences of tomorrow.
Tags: Customer Experience, Digital Transformation, Marketing
Fast Company: Embracing the customer lifetime value model
The Agile Brand
January 10, 2023
Greg Kihlström wrote this article for Fast Company. Here are three key components that brands should put in place in order to successfully adopt a customer lifetime value model.
Tags: Customer Experience, Digital Transformation, Marketing
First-party data strategies: an introduction for marketers
The Agile Brand
January 08, 2023
As a marketer, you know that data is an essential component of any successful marketing campaign. By collecting and analyzing data, you can gain insights into your customers' preferences, behaviors, and demographics, which can help you tailor your marketing efforts to better meet their needs and interests
Tags: Customer Experience, Digital Transformation, Marketing
MarTech: The ROI of personalized experiences: Process measurements
The Agile Brand
December 28, 2022
This article was written by Greg Kihlström for MarTech. Looking at the methods used to personalize, how efficiently they are performed and how they are improved over time is part of measuring ROI.
Tags: Customer Experience, Digital Transformation, Marketing
The ROI of personalized experiences: Process measurements
MarTech
December 27, 2022
This is the third of a three-part series on the ROI of personalization. You can read the first part (audience measurements) here and the second part (content measurements) here.
After examining how audiences and content are measured in terms of personalized experiences, let’s discuss how brands should approach the process that drives personalization.
Process measurements require looking at the methods used to personalize, how efficiently they are performed and how they are improved over time.
Tags: Customer Experience, Digital Transformation, Marketing
Composable Customer Data Platforms with Florian Delval, ActionIQ Composable Customer Data Platforms with Florian Delval, ActionIQ
The Agile Brand
December 26, 2022
This article is based on a transcript from The Agile Brand with Greg Kihlström podcast. We’re going to talk about the future of CDPs, and how Composable Customer Data Platforms point a way to how brands can utilize their data in a flexible and sustainable manner. ActionIQ recently put out The Enterprise Guide to Composable CDPs, which helps shed some light on this topic. To help me discuss this in more depth, I’d like to welcome Florian Delval, Director, Technical Product Marketing Manager at ActionIQ.
Tags: Customer Experience, Digital Transformation, Marketing
Forbes: A North Star for Personalized Customer Experience
The Agile Brand
December 24, 2022
The following post was written by Greg Kihlström for Forbes. As a marketing leader, it is hard to avoid the continual barrage of statistics showing how consumers prefer and respond better to a more personalized experience before, during and after a sale. This leads to the question: What exactly makes a great experience, and what principles should guide our brand as we plan the customer experience of the future?
Tags: Customer Experience, Digital Transformation, Marketing
MarTech: The ROI of personalized experiences: Content measurements
The Agile Brand
December 22, 2022
The following was written by Greg Kihlström for MarTech. Read the full article here.
While doing personalization well poses challenges to even the most sophisticated brands, offering personalized customer experiences is increasingly becoming a distinguishing factor in high-performing companies.
Tags: Customer Experience, Digital Transformation, Marketing
A North Star For Personalized Customer Experience
Forbes
December 21, 2022
As a marketing leader, it is hard to avoid the continual barrage of statistics showing how consumers prefer and respond better to a more personalized experience before, during and after a sale. This leads to the question: What exactly makes a great experience, and what principles should guide our brand as we plan the customer experience of the future?
Tags: Customer Experience, Digital Transformation, Marketing
The ROI of personalized experiences: Content measurements
MarTech
December 20, 2022
This is the second of a three-part series on the ROI of personalization. The first part (audience measurements) can be found here.
While doing personalization well poses challenges to even the most sophisticated brands, offering personalized customer experiences is increasingly becoming a distinguishing factor in high-performing companies.
Companies excelling at personalization can generate up to 40% more revenue than those deemed average at it, according to McKinsey.
In the first article in this series, we looked at measuring the performance of personalized experience by how customers reacted, whether individually or within audience segments.
The next way to measure the ROI on personalized experience is by looking at the performance of content and its contribution as part of a specific experience and across the entire buyer’s journey.
Tags: Customer Experience, Digital Transformation, Marketing
The Customer Experience Paradox: A Prediction for 2023
The Agile Brand
December 19, 2022
For a while now, the marketing and advertising world has been grapping with two very important, yet opposing ideas.
The first set of ideas is the need for more personalized customer experiences that drive greater loyalty and purchase behavior, and which requires a greater amount of first-party data to be owned and understood by the brand. Those following the research are already aware that consumers are more likely to shop and purchase from brands that tailor their experience with content, offers and other details. Of course, this also means that in order for a brand to personalize and experience on a one-to-one basis, they need to know a lot about that customer. This means they need to collect relevant information about that individual.
Tags: Customer Experience, Digital Transformation, Marketing
MarTech: The ROI of personalized experiences: Audience measurements
The Agile Brand
December 13, 2022
Recent statistics support the need for brands to create more personalized customer experiences.
While all of the above may be true, it can be hard to determine the return on the investments needed to create truly one-to-one experiences. The path to doing so can take people many months, plus millions of dollars, to get right.
Tags: Customer Experience, Digital Transformation, Marketing
Meaningful Thanks for our Customers and Employees
The Agile Brand
November 23, 2022
This week, in addition to thanking everyone reading this for their partnership and support over the last year, I wanted to talk about what a true "thank you" can look like to both our customers and our employees. As leaders, we face mounting pressure to get returns for stakeholders, create happy and loyal customers, all while maintaining engaged teams that can focus on their work. This is a lot.
Tags: Customer Experience, Digital Transformation, Marketing, Agile
It’s Time To Think About Experience Operations
Forbes
November 03, 2022
Here’s how an experience operations approach can help your organization improve the experience your customers have, as well as the experience that your employees have while delivering it.
Tags: Customer Experience, Digital Transformation, Marketing
How Customer Journey Orchestration Changes Your Marketing Approach
Forbes
October 13, 2022
Customers increasingly appreciate personalized experiences and are growing to expect them across all of the online and offline channels they engage with brands on. Companies that understand and embrace this are increasingly approaching their marketing and customer experience from a fuller customer journey perspective, as opposed to interacting with their customers using a more traditional marketing campaign approach.
Tags: Customer Experience, Digital Transformation, Marketing
Defining Your Marketing Technology Philosophy
CMSWire
October 07, 2022
When it comes to martech, organizations that don’t have a strong philosophy find it hard to make strategic decisions.
The marketing technology landscape is not getting any smaller, or more narrowly defined, with this number increasing from about 1,867 in 2015 to nearly 10,000 as of mid-2022. With so much choice, it can become nearly impossible to make good decisions, or to even know where to start narrowing your choices.
One incredibly helpful thing to define before embarking on an effort to define your technology infrastructure is to define what I call a marketing technology philosophy. This will consist of your guiding principles that point you in the right direction as you make fundamental choices about the types of platforms you incorporate or reject as part of your marketing technology stack.
Organizations that don’t have a strong philosophy are at a disadvantage because it becomes harder to make strategic decisions. With so many platforms available with similar features, integrations, and promises made, not having a clear direction to go in makes the choice of investments even more difficult. What’s more, not having a strong philosophy also means that a course correction may be required in order to deprecate a system that significant time and resources have been invested in if it fails to fit in a longer term plan.
In this article, I’m going to discuss a few ways to define your marketing technology philosophy and why they may — or may not — be a good fit for your organization.
Tags: Digital Transformation, Emerging Technology, Marketing
How customer journey orchestration affects process: Getting started on CJO
MarTech
September 30, 2022
This is the second article in a three-part series.
If you are considering implementing customer journey orchestration (CJO), then you most likely already know some of its benefits.
These include providing more and better opportunities to coordinate how a customer sees offers across channels and guiding that customer toward a conversion opportunity. However, the multi-channel marketing approach CJO utilizes also means that things can get more complicated.
In this second part of this three-part series, we’ll explore three critical processes that organizations successful with customer journey orchestration excel at.
Tags: Customer Experience, Digital Transformation, Marketing
The Benefits Of Drawing And Illustrating Your Concepts
Forbes
September 19, 2022
I must confess that I write a lot: documents, articles and even books (I’m finishing up book number 10 as I write this article). While I’m thankful I’ve had a lot of readers over the years, I also know it’s hard to find time in the day to read long documents or other communications, particularly when days are spent in endless meetings—virtual or otherwise.
Yet, concepts and messages need to be communicated, and in order for projects and initiatives to proceed, there needs to be a good understanding of them. I would like to propose that you spend as much time drawing out your ideas in flow charts and other illustrations as you do describing them with prose and bullet points.
Tags: Digital Transformation, Marketing, Business Strategy
Don’t Give Up On Your Process Just Yet
Forbes
August 29, 2022
“Why do we keep following the process if it doesn’t work?”
You’ve probably heard something to the effect of this before or have even said it yourself. After all, what could be worse than following a set of rules that either isn’t logically consistent, doesn’t bring good results, is impossible to follow or all of the above?
As a consultant, I often work on aspects of marketing operations in the enterprise and am a rather process-oriented person myself. The first thing I often do when performing discovery on a new project or meeting a new client is to ask questions about the process of how things are done, how success is determined and other items related to how things are operationalized.
Failing at Agile? You're Doing It Wrong
CMSWire
August 26, 2022
Agile not for you? Here are things to consider if adopting agile approaches isn’t working as well as it could.
I wasn’t always so strong in my beliefs that agile methods provide the blueprint for successful initiatives, but time and time again, I’ve seen how its adoption can make positive impacts on teams and their results.
In my previous article, I stated that agility is no longer optional in business. Now I’m going to take things a step further and say that a past negative experience or lack of understanding of agile is no longer an excuse to delay getting started.
Tags: Digital Transformation, Agile, Project Management
CAPITOL COMMUNICATOR: FOREVER UNIFIED: CUSTOMER AND EMPLOYEE EXPERIENCE
The Agile Brand
August 24, 2022
With increasing expectations from both customers and employees, businesses are relying on experience as a differentiator for both audiences, and you’ve undoubtedly seen how experience is one of the primary points of competition among brands.
Forever Unified: Customer and Employee Experience
Capitol Communicator
August 22, 2022
With increasing expectations from both customers and employees, businesses are relying on experience as a differentiator for both audiences, and you’ve undoubtedly seen how experience is one of the primary points of competition among brands.
There are many good reasons for this focus on experience. Customers respond to brands that provide great experiences with greater loyalty, more purchases, and positive word of mouth.
Employees who are given a great experience reward their employees with greater productivity, more engagement with customers, all while staying employed longer, which reduces the cost of turnover.
Tags: Customer Experience, Leadership, Future of Work
Automation's Role in Customer-Centric Retail Operations
The Agile Brand Blog
August 08, 2022
Today we’re going to talk about automation, and how it is helping retailers stay customer-focused amidst a variety of challenges including supply chain disruptions and more.. To help me discuss this topic, I’d like to welcome Doug LaBahn, CMO at Cin7.
Tags: Customer Experience, Digital Transformation, Marketing
Improving CX with Conversational AI
The Agile Brand Blog
August 01, 2022
Today we’re going to talk about improving the customer experience with conversational AI. To help me discuss this topic, I’d like to welcome Bob Summers, CEO of Goodcall.
Improving CX with Conversational AI, with Bob Summers, Goodcall — Greg Kihlström Customer…
Import from medium.com
July 31, 2022
Improving CX with Conversational AI, with Bob Summers, Goodcall — Greg Kihlström Customer ExperienceThe following was transcribed from a recent interview on The Agile Brand with Greg Kihlström podcast.Today we’re going to talk about improving the customer experience with conversational AI.
Tags: Customer Experience, Digital Transformation, Marketing
Agility Is No Longer Optional in Business
CMSWIRE
July 14, 2022
Agility is no longer an option, and agile marketing and CX organizations and businesses are best set up to weather whatever storms may be on the horizon.
Understanding When To Use Automation, Orchestration And Next Best Action
Forbes
July 12, 2022
Customers increasingly want personalized content and experiences from the brands they buy from, and the race to deliver the most tailored experience is on among a sea of competitors. The range of methods to provide this personalization spans from more basic event-triggered automation to a more sophisticated “next best action” approach utilizing AI and machine learning, with other methods in between.
Tags: Customer Experience, Digital Transformation, Marketing
How To Take A Customer-First, Employee-Driven Approach To Business
Forbes
June 14, 2022
Business leaders today struggle with many competing priorities. The needs of customers who demand more personalized experiences must be balanced with the needs of employees who are demanding a better work experience.
The Employee-Customer Experience Connection
Select Software Reviews Blog
May 30, 2022
Who is responsible for creating a great customer experience (CX)?
While your organization might have a dedicated CX team, the true answer to this question is that every employee has at least some connection to delivering value to the customer relationship, regardless of their job title, seniority level, or the department they work within.
Because of this, it is important that employees have the right tools, supportive processes, and work methods in place, as well as a proper understanding of their role in delivering customer value. This understanding helps employees become more motivated to help customers, and anticipate new potential challenges for customers.
Tags: Customer Experience, Leadership, Future of Work
Delivering A Seamless Omnichannel Customer Experience
Forbes
May 18, 2022
If delivering a robust, personalized omnichannel customer experience was easy, all of your peers would already be doing it. Instead, many enterprises and smaller organizations are delivering multichannel experiences at best, and many are still very siloed in their approaches.
Building a Case for Centralized Content Management
CMSWIRE
April 25, 2022
Providing personalized content across all of your customer-facing channels requires several components in order to do it well.
Providing personalized content across all of your customer-facing channels requires several components in order to do it well. You need the processes in place to ensure consistency. You need the resources in order to ensure you are able to create the variations needed to target different audience segments. And you need the platforms in order to support creation, management and measurement.
Tags: Customer Experience, Digital Transformation, Marketing
How To Have Greater Success With Your Pilot Projects
Forbes
April 20, 2022
Initiatives that require large changes to people, processes and technology can be difficult to do well, but taking small steps can be a good way to get started for many reasons.
How to Use Business Value to Prioritize Company, Customer Initiatives
CMSWIRE
April 18, 2022
We provide a framework that any organization can use in order to define “business value” that can be applied to the important work of prioritizing initiatives.
Tags: Customer Experience, Digital Transformation, Marketing
The Importance Of Aligning People, Processes And Technology Amid Transformation Initiatives
Forbes
March 21, 2022
Transformation initiatives of many kinds are currently in progress across the business world, and they all have the intention to fix some or all of the challenges that currently plague the organization. In business, as in life, though, there is rarely a silver bullet that can fix a challenge all by itself. Instead, the solution is usually a combination of things working together. For instance, have you ever overheard someone saying something to the effect of, “Once we have [insert software product name] in place, everything will work better”? Or maybe, “Once we finish this project, things will go smoother”?
S4 | EPISODE 225: ITERATING TOWARDS GENIUS WITH MIKE ZELLER, AUTHOR OF THE GENIUS WITHIN
The Agile Brand
March 11, 2022
Today we’re going to talk about iterating towards genius, and how to take steps to determine what you can be truly great at doing. To help me discuss this topic, I’d like to welcome Mike Zeller, author of The Genius Within, Your Natural Pathway to Impact, Fulfillment & Wealth, and recently named one of the top 8 most influential speakers to follow in 2022 by USA Today.
Tags: Customer Experience, Digital Transformation, Marketing
Using An Agile Approach For Marketing Success
Forbes
February 15, 2022
Marketers face increasing pressure to provide relevant offers to customers, and the competition only seems to increase as consumers have more options to choose from and seemingly endless ways to get what they are looking for.
Understanding the Key Components of a Customer Data Platform
CMSWIRE
February 03, 2022
Choosing the right CDP involves many factors. In some cases you may license a product labeled as CDP only to find you need to augment it.
You have undoubtedly heard about the important role a customer data platform (CDP) plays in creating customer-centric marketing, sales and customer service within your organization. With the continued move away from using third-party cookies and data, these platforms are helping organizations implement a first-party data approach. While the term CDP is used frequently, there are many different definitions and combinations of features that these platforms use.
Tags: Customer Experience, Digital Transformation, Marketing
Getting Maximum ROI From Your Personalization Efforts
Forbes
January 18, 2022
You’ve most likely read the statistics on consumers being more likely to spend money (and more of it) with brands that offer personalized content and experiences. While this in itself sounds compelling, creating high-performing personalized content is easier said than done.
Key Considerations For Implementing Customer Journey Orchestration
Forbes
December 22, 2021
A common goal for marketers is to ensure that the right customers get what they need in order to move toward a purchase. While every organization’s customer journey is unique and every individual’s journey is a little bit different, the role of orchestration in ensuring there’s a seamlessness in going from awareness to a sale (and beyond) can make or break the success of your marketing efforts.
How The Great Resignation Is Affecting The Customer Experience
Forbes
November 15, 2021
You have most likely heard the term “The Great Resignation” to refer to the current workforce environment we find ourselves in. With record numbers of employees either quitting or considering quitting their jobs, and an equally record-breaking number of job openings that are going unfilled, this phenomenon is affecting the internal workings of a large percentage of organizations. Just as importantly, it is having an impact on end customers and the customer experience.
Your Company’s Biggest Investment In Customer Experience Is Your People
Forbes
October 12, 2021
Any leader knows that labor costs, including payroll and contractors, can be the largest expense a company has — as much (or sometimes more) as 70% of a company’s budget. Not only is this important from a purely financial perspective, but it is also important to remember from a customer experience (CX) one as well.
How Cognitive Biases Can Create A Negative Customer Experience
Forbes
September 10, 2021
Cognitive biases are errors that affect an individual’s judgment based on unconscious factors like recency, preconceived notions and other factors. So what do they have to do with customer experience?
What Digital Transformation Is, And What It Is Not
Forbes
August 16, 2021
There is a lot of talk these days about digital transformation in business, and many organizations have projects underway. As is the case with many buzzword-worthy trends, there are valuable aspects businesses can benefit from when undertaking digital transformation, as well as misconceptions that can waste time and money.
Tags: Customer Experience, Digital Transformation, Marketing
Real-Time Insights Are The Future Of Customer Experience Measurement
Forbes
July 22, 2021
Competition for customers is increasingly focused on providing the best possible experience. In order to improve and sustain a great customer experience (CX), the quicker you can get insights from your audiences, the better.
Why You Need Real-Time Insights to Improve Customer Experience
CMSWire
July 14, 2021
Customer experience (CX) is a major point of competition and differentiation between brands these days, so it's no surprise the ability to measure and improve CX has become a bigger priority for organizations trying to pull ahead.
Surveys are a common way to measure CX and customer satisfaction, providing us with metrics such as net promoter score (NPS), customer satisfaction (CSAT) and other, less common variants. Yet surveys and NPS aren’t always the best measures of certain aspects of CX, and definitely shouldn't be the only measures used.
The growth of real-time data collection and insight tools has made it possible to more robustly measure CX at multiple key points in the customer journey, instead of relying on a survey completed at the end of one experience. These real-time data collection tools capture quantifiable insights about when something happens, how long it took, what device it happened on and exactly when in the customer journey it took place. This article will explore some of the benefits of incorporating real-time insights into your customer experience measurement plan.
When A Great Customer Experience Requires Digital Transformation To Succeed
Forbes
June 15, 2021
With so many brands in a race to compete on customer experience, it can often take a lot to pull ahead of the pack. For organizations that have a disconnected experience for consumers, or that are unable to clearly see critical data points in order to improve the customer journey, it is often necessary to make some broad changes. This digital transformation can require changes to operations, data and technology infrastructure, customer touchpoints and other aspects. Quite often, changes that happen within a digital transformation initiative can have a positive impact on the customer experience.
Tags: Customer Experience, Digital Transformation, Marketing
Why NPS Should Not Be Your Only Customer Experience Metric
Forbes
May 17, 2021
It can be challenging to meaningfully measure customer experience (CX) in any organization. Several metrics have been touted as good ways to see the effects of CX and its impact on customer satisfaction, loyalty and recommendations.
Focusing On The Most Meaningful Metrics
Forbes
April 22, 2021
If you play some type of management role or have read a fair amount of business writing, you’ve most likely run across W. Edwards Deming’s famous quote in one form or another: “You can’t manage what you don’t measure.” This quote is actually not what Deming originally intended. The full quote is: “It is wrong to suppose that if you can’t measure it, you can’t manage it — a costly myth.” That is quite a difference if you ask me.
Embracing agile creativity, Part 3: how to use process to be more successful with creative projects
Import from medium.com
April 02, 2021
It would seem that process and creativity are at odds with one another. How, for instance, could a rigid set of rules help inspire great design, great experiences, or new approaches to challenges? In fact, the two can not only co-exist, but work together to create better results and enable teams to
Tags: Customer Experience, Digital Transformation, Marketing
Embracing agile creativity, Part 2: how process can enable greater creativity — Greg Kihlström
Import from medium.com
April 01, 2021
Embracing agile creativity, Part 2: how process can enable greater creativityIt would seem that process and creativity are at odds with one another. How, for instance, could a rigid set of rules help inspire great design, great experiences, or new approaches to challenges? In fact, the two can not o
Tags: Customer Experience, Digital Transformation, Marketing
Embracing agile creativity, Part 1 — Greg Kihlström
Import from medium.com
March 30, 2021
Embracing agile creativity, Part 1It would seem that process and creativity are at odds with one another. How, for instance, could a rigid set of rules help inspire great design, great experiences, or new approaches to challenges? In fact, the two can not only co-exist, but work together to create
Tags: Customer Experience, Digital Transformation, Marketing
How To Create A Great Remote Employee Experience
Forbes
March 23, 2021
Many workforce experts refer to a “hybrid workforce” as part of our future. This is made up of several types of workers, including independent consultants, full-time employees and it also incorporates both on-site and remote workers.
Upskilling Creates An Agile Workforce
Forbes
January 21, 2021
To meet the demands that the future of work will bring, we need to develop an agile workforce. This means that professionals will need to adapt and change with the growing and shifting needs of businesses that are being faced with continual pressure to increase profits. This needs to happen while also shifting to automation, more data-driven approaches and competitive pressure to innovate.
How Hybrid Teams Are Critical To Growth
Forbes
December 02, 2020
The workforce is in a continual shift as markets change, companies grow and refocus, and external factors shape how, when and even where we work. Because of these considerations, and countless others, companies need to be agile in their approach to the composition of their workforce. Hybrid workforces build on this idea, by creating teams that are a mixture of full-time, long-term employees and short-term contract and freelance workers.
How Do You Measure Company Culture?
Import from medium.com
February 03, 2020
The battle for talent is in full swing, and companies are trying harder than ever to create environments that encourage greater productivity and higher retention. The differentiator in this competition is organizational culture.Even though some companies may make it seem easy or natural, creating an
Tags: Customer Experience, Digital Transformation, Marketing
Company Culture and the Center of Experience
Import from medium.com
February 01, 2020
Culture also extends to external perceptions and customer behavior. For instance, 87% of customers’ positive sentiment about Starbucks has to do with the way they treat their employees[iii]. That’s pretty powerful, and a win-win if you ask me. Not only has the company committed to supporting the
Tags: Customer Experience, Digital Transformation, Marketing
Introducing the Center of Experience
Import from medium.com
January 03, 2020
A blueprint for the customer and employee experience-led enterpriseWe find ourselves at an inflection point in the relationship between brands and their audiences, where customers and employees are demanding better and more valuable experiences.Companies must keep up with this demand in order to rem
Tags: Customer Experience, Digital Transformation, Marketing
15 Essential Business Book Recommendations for 2020 — Greg Kihlström
Import from medium.com
December 27, 2019
15 Essential Business Book Recommendations for 2020 — Greg KihlströmI’ve never done this before, but I will say I’ve had a record year for the number of books I’ve consumed. As my gift to you, I wanted to share the very best of what I read. I was tempted to expand this list a little mor
Tags: Customer Experience, Digital Transformation, Marketing
Human-computer integration and the foundations of an agile future
Import from medium.com
October 12, 2019
This post is based on ideas from my latest book. To learn more or purchase the book, you can read more.Let’s continue our 3-part exploration of the next generation of consumers and the makings of our agile future.We are years away from the Terminator-style scenario where cyborgs, or human-machin
Tags: Customer Experience, Digital Transformation, Marketing
True augmented reality and the foundations of an agile future
Import from medium.com
October 01, 2019
This post is based on ideas from my latest book. To learn more or purchase the book, you can read more.Let’s continue our 3-part exploration of the next generation of consumers and the makings of our agile future.You are probably at least moderately familiar with the term “augmented reality”
Tags: Customer Experience, Digital Transformation, Marketing
Democracy of information and the foundations of an agile future
Import from medium.com
September 20, 2019
This post is based on ideas from my latest book. To learn more or purchase the book, you can read more.Let’s let’s begin a 3-part exploration of the next generation of consumers and the makings of our agile future.The agile future requires three fundamental principles to flourish. Let’s expl
Tags: Customer Experience, Digital Transformation, Marketing
The agile consumer is an empowered consumer
Import from medium.com
September 10, 2019
This post is based on ideas from my latest book. To learn more or purchase the book, you can read more.In my earlier book, The Agile Brand, I talked about how brands can create deeper connections with consumers by “letting go” of some control of their brands and involving their customers to hel
Tags: Customer Experience, Digital Transformation, Marketing
The Four Rules of Success with the Agile Consumer
Import from medium.com
August 26, 2019
This post is based on ideas from my latest book, The Agile Consumer. To learn more or purchase the book, you can read more on my website.As I was creating my latest book, The Agile Consumer, I’ve defined four rules that apply to the agile consumer. Understanding these will help you navigate and s
Tags: Customer Experience, Digital Transformation, Marketing
The Advent of the Agile Consumer
Import from medium.com
August 14, 2019
This post is based on ideas from my latest book, The Agile Consumer. To learn more or purchase the book, you can read more on my website.Continue reading on Medium »
Tags: Customer Experience, Digital Transformation, Marketing
Commentary: Our brave new world of communication
The Washington Post
September 07, 2014
Op-ed for The Washington Post.
More than any other skill in business, none may be more fundamental than the ability to blend, grow and seamlessly transform with our changing times. As a communications professional in the D.C. area, I know firsthand the impact change can have on an industry and a business.
We have come a long way already — some of us have seen the advertising industry grow from print and broadcast to digital, social, mobile and beyond.
The Agile Brand Guide to Agile Marketing Implementation
The Agile Brand
May 02, 2023
Marketing moves at a faster pace than ever. Many teams have implemented practices utilizing Agile principles, such as Scrum, Kanban, or similar methods, to varying success. While the principles of Agile approaches offer the prioritization, collaboration, and focus on continuous improvement that can provide great results, many teams struggle with implementation of these methods.
In this fifth book in the best selling Agile Brand Guide series, the successful adoption and improvement of Agile marketing practices within an organization is explored, and both challenges and opportunities are illustrated in practical ways that marketing teams can factor in as they implement Agile Marketing in their organizations.
The book explores common best practices and things to avoid as marketing leaders and their teams strive to be successful in their implementation of Agile Marketing. This includes recommendations on working with other teams (whether they utilize Scrum or other Agile practices or not), as well as special considerations to be made when large-scale initiatives such as digital transformations are currently in progress. The book also features a foreword by Anthony Coppedge, Business Agility Lead, Digital Sales at IBM.
Drawing on Kihlström’s experience working with top organizations, and his ongoing conversations with leaders in marketing and customer experience as part of his award-winning podcast, The Agile Brand with Greg Kihlström, this guide to Agile marketing implementation provides ideas and insights that both beginning and seasoned leaders can utilize to be successful.
The Agile Brand Guide to AI & Marketing
The Agile Brand
March 29, 2023
Artificial intelligence, while certainly not new to marketers, is having a moment. Whether through generative AI that creates original imagery or text, the automation of repetitive tasks, or determining the propensity of consumers to take action, artificial intelligence is becoming indispensable for leading brands and their marketing teams..
In this fourth book in the best-selling Agile Brand Guide series, the successful planning, adoption, and optimization of artificial intelligence tools to improve marketing results is explored.The Agile Brand Guide to AI & Marketing by Greg Kihlström is now available in print and digital formats.
The Agile Brand Guide to Agile Marketing Fundamentals
The Agile Brand
February 01, 2023
The work of a marketing team continues to expand to include more channels, quicker response times, and more variations of content, offers, and campaigns that personalization demands. Agile marketing can help brands be more nimble and adaptive to both internal and external pressures.
Doing this requires a combination of people and processes that utilize methods like Scrum and the related practices and roles associated with creating, managing, and completing work utilizing Agile principles.
In this third book in the best selling Agile Brand Guide series, Agile marketing, and concepts surrounding implementing Scrum as a marketing team are defined and demystified. The Agile Brand Guide to Agile Marketing, Part 1: Fundamentals by Greg Kihlström is now available in print and as an ebook.
House of the Customer: A blueprint for one-to-one, customer-first, employee-driven business transformation
The Agile Brand
December 12, 2022
Between consumer demands for more personalized and greater data privacy and competitive pressures to provide better omnichannel customer experiences, brands are faced with a dilemma: build a foundation for the future of customer relationships or lose relevancy in a crowded marketplace.
Doing this, however, is not without its challenges. While many enterprises a engaging in digital transformations in order to modernize and anticipate future changes, these efforts are often fraught with challenges, and many fail to deliver the results promised.
The way to do this forms the foundation of House of the Customer. In this new book from best-selling author Greg Kihlström, readers are guided through the elements of a 1:1, customer-first, employee-driven enterprise that includes seven key elements, why they are important, and how to implement them. These seven elements are explained in terms of building your brand as a “house” for your customers and aligning, people, processes, and platforms in a customer-centric manner driven by strategic key performance indicators (KPIs) and measured by tangible business outcomes.
Drawing on Kihlström’s experience working with top organizations, as well as dozens of interviews with Fortune 500 customer experience leaders and industry-leading platform marketing technology executives and thought leaders for this book and his podcast, The Agile Brand with Greg Kihlström, the blueprint to achieve a customer-centric, sustainable platform for growth is made tangible.
House of the Customer is Kihlström’s eleventh book, following Meaningful Measurement of the Customer Experience (2022), The Center of Experience (2020), and his Agile series, which includes The Agile Brand (2018), The Agile Consumer (2019), and The Agile Workforce (2021).
Tags: Customer Experience, Digital Transformation, Marketing
The Agile Brand Guide to Customer Data Platforms: Evaluating, buying, and implementing a CDP for marketers - audiobook
Audible
November 18, 2022
The current marketing technology landscape has thousands of platforms, with a continually growing set of feature sets, functionality, and potential. It is becoming increasingly difficult to determine how to approach marketing technology growth in the best and most relevant way. Agile Brand Guides are created to help marketers evaluate, buy, and implement critical pieces of marketing technology infrastructure most effectively.
Customer Data Platforms (CDPs) are increasingly important in a marketing landscape where one-to-one personalization based on a customers behaviors and preference is key to achieving long-term customers. This, balanced with an increased need for data privacy and transparency over how customer data is used, make CDPs a critical part of a brand’s marketing technology infrastructure.
In this first Agile Brand Guide, Customer Data Platforms are explored and demystified. The book explores marketers’ need for a Customer Data Platform, as well as the roles a CDP should play, the different types on the market, as well as how to evaluate and implement a platform once you have selected it.
Drawing on Kihlström’s experience working with top organizations, and his ongoing conversations with leaders in the marketing technology industry as part of his award-winning podcast, The Agile Brand with Greg Kihlström, this guide to CDPs provides insights, ideas, and guidance for marketers of all experience levels as they work to successfully implement Customer Data Platforms in their organizations
Tags: Customer Experience, Digital Transformation, Marketing
Digital Delight: Second Edition: Planning, measuring, and optimizing great digital customer and employee experiences - audiobook
Audible
November 17, 2022
We are living in the age of experience. With the proliferation of tools that allow better and more holistic design of customer experience and employee experience, comes an increased ability to measure, analyze, and optimize. This new age of increased integration means that successful CX and EX involves many teams and departments within an organization to become successful.
Best-selling author and advisor Greg Kihlström shares thoughts based on his work with Fortune 500 companies and countless conversations with leading experts on his podcast, The Agile Brand with Greg Kihlström.
In this expanded second edition, Digital Delight is explored in terms of both customer and employee experience, and both leaders and aspiring leaders can gain inspiration and ideas as they plan and implement important changes in their own organizations.
Tags: Customer Experience, Digital Transformation, Marketing
The Agile Brand Guide to Customer Journey Orchestration : Evaluating, buying, and implementing a CJO platform for marketers
The Agile Brand
November 15, 2022
Customer Journey Orchestration (CJO) enables marketers to create more engaging customer experiences that span online and offline channels, and generate greater customer loyalty and purchases over time. Consumers’ demands for more consistency in the way that brands communicate with them, combined with the increase in channel switching between devices and methods by customers means that brands need to provide a personalized, omnichannel experience in order to stay competitive.
Doing this requires a combination of people, process, and platforms that enables brands to meet their customers where they are, and to adapt and optimize this omnichannel approach over time.
In this second Agile Brand Guide, Customer Journey Orchestration Platforms are explored and demystified. The Agile Brand Guide to Customer Journey Orchestration Platforms: Evaluating, Buying, and Implementing a CJO for Marketers by Greg Kihlström is now available in print as an ebook.
The book explores marketers’ need for a customer journey orchestration, as well as the roles a CJO platform should play, the different types on the market, as well as how to evaluate and implement a platform once you have selected it. It also features a foreword by Mark Smith, SVP of Digital Experience at CSG and former President at CJO industry leader Kitewheel.
Drawing on Kihlström’s experience working with top organizations, and his ongoing conversations with leaders in the marketing technology industry as part of his award-winning podcast, The Agile Brand with Greg Kihlström, this guide to customer journey orchestration provides insights, ideas, and guidance for marketers of all experience levels as they work to successfully implement Customer Journey Orchestration Platforms in their organizations.
Tags: Customer Experience, Digital Transformation, Marketing
The Agile Brand Guide to Customer Data Platforms: Evaluating, buying, and implementing a CDP for marketers
The Agile World
September 15, 2022
The current marketing technology landscape has thousands of platforms, with a continually growing set of feature sets, functionality, and potential. It is becoming increasingly difficult to determine how to approach marketing technology growth in the best and most relevant way.
Agile Brand Guides are created to help marketers evaluate, buy, and implement critical pieces of marketing technology infrastructure most effectively.
Customer Data Platforms (CDPs) are increasingly important in a marketing landscape where one-to-one personalization based on a customers behaviors and preference is key to achieving long-term customers. This, balanced with an increased need for data privacy and transparency over how customer data is used, make CDPs a critical part of a brand’s marketing technology infrastructure.
In this first Agile Brand Guide, Customer Data Platforms are explored and demystified. The Agile Brand Guide to Customer Data Platforms: Evaluating, Buying, and Implementing a CDP for Marketers by Greg Kihlström is now available in print as an ebook.
The book explores marketers’ need for a Customer Data Platform, as well as the roles a CDP should play, the different types on the market, as well as how to evaluate and implement a platform once you have selected it.
Drawing on Kihlström’s experience working with top organizations, and his ongoing conversations with leaders in the marketing technology industry as part of his award-winning podcast, The Agile Brand with Greg Kihlström, this guide to CDPs provides insights, ideas, and guidance for marketers of all experience levels as they work to successfully implement Customer Data Platforms in their organizations.
Tags: Customer Experience, Digital Transformation, Marketing
The Agile Brand Guide to Customer Data Platforms: Evaluating, buying, and implementing a CDP for marketers
The Agile World
August 20, 2022
The current marketing technology landscape has thousands of platforms, with a continually growing set of feature sets, functionality, and potential. It is becoming increasingly difficult to determine how to approach marketing technology growth in the best and most relevant way.
Agile Brand Guides are created to help marketers evaluate, buy, and implement critical pieces of marketing technology infrastructure most effectively.
Customer Data Platforms (CDPs) are increasingly important in a marketing landscape where one-to-one personalization based on a customers behaviors and preference is key to achieving long-term customers. This, balanced with an increased need for data privacy and transparency over how customer data is used, make CDPs a critical part of a brand’s marketing technology infrastructure.
In this first Agile Brand Guide, Customer Data Platforms are explored and demystified. The Agile Brand Guide to Customer Data Platforms: Evaluating, Buying, and Implementing a CDP for Marketers by Greg Kihlström is now available in print as an ebook.
The book explores marketers’ need for a Customer Data Platform, as well as the roles a CDP should play, the different types on the market, as well as how to evaluate and implement a platform once you have selected it.
Drawing on Kihlström’s experience working with top organizations, and his ongoing conversations with leaders in the marketing technology industry as part of his award-winning podcast, The Agile Brand with Greg Kihlström, this guide to CDPs provides insights, ideas, and guidance for marketers of all experience levels as they work to successfully implement Customer Data Platforms in their organizations.
Tags: Customer Experience, Digital Transformation, Marketing
The Agile Workforce: Automation, Decentralization, and Their Role in the Future Workforce
The Agile World
March 25, 2021
We live in an agile world. Incremental growth and continuous improvement have brought about change in just about every field imaginable. The workforce and work as we know it has been changing for a while, and it's about to undergo a major shift.
With continued globalization, an increase in the use of artificial intelligence to perform both routine and complex tasks, and the rise of outsourcing and contracting in new industries, the Agile Workforce is here.
The book discusses the future of work, and how humans and AI-driven machines will work together to create our future. It also describes the rise of the freelance economy, and how remote work, gig workers, and a global mindset will transform the traditional workplace into a hybrid model where the best of all worlds can be combined for the benefit of individuals and companies alike.
The Agile Workforce is the fourth book in Kihlström's Agile series, which started with 2016's The Agile Web, exploring how the agile methodology applied properly website design, can create dramatic improvements in their efforts. 2018's The Agile Brand explored how brands that embrace consumer feedback and create a "living" brand that evolves over time while staying true to its values. In 2019, Kihlström released The Agile Consumer, which gives practical examples of how agile thinking and approaches, as well as a shift in consumer behavior are changing the brand-consumer relationship with the opportunity for better outcomes for both.
Tags: Customer Experience, Digital Transformation, Future of Work
Meaningful Measurement of the Customer Experience
The Agile World
January 11, 2021
Customer experience has become the primary method of competitive differentiation between most brands today. While most companies claim that customers and their needs drive decisions and priority within their organizations, when it comes time to prioritize customer needs, it can often be more difficult and less clear exactly how and what to do.
There are several reasons for this, and these reasons form the foundation of Meaningful Measurement of the Customer Experience. The book provides guidance on how to create a customer-centric culture that prioritizes customer needs while aligning internal teams around a common goal. It also provides a framework to create a system of meaningful measurement that can not only improve the customer experience by holistically looking at the customer journey, but provide a sustainable method for analysis and optimization with a more agile approach to continuous improvement. This provides internal teams with the metrics and justification they need to continue improving the customer experience, creates a collaborative, customer-centric culture aligned around common goals, and ultimately benefits the customers, who buy, buy more, buy more often, and tell others about their experiences.
Drawing on Kihlström's experience working with top organizations, as well as dozens of interviews with Fortune 1000 customer experience leaders for this book and his podcast, The Agile Brand with Greg Kihlström, the secrets of planning, implementing, analyzing, and improving great customer experience in a sustainable way are demystified and made practical.
The Center of Experience: A blueprint for creating the experience-led enterprise
The Agile World
January 28, 2020
We find ourselves at an inflection point in the relationship between brands and their audiences, where customers and employees are demanding better and more valuable experiences. Companies must keep up with this demand in order to remain competitive. This includes competition for both customers as well as employees. More importantly, while many organizations have traditionally focused on external-facing initiatives first, it is the ones which start internally that have the greatest potential to provide long-term positive benefits.
"With honest expression and stimulating, provocative thinking, Greg comes from a place of passion and understanding of what it takes to achieve value. You'll be reading words from someone who has been there and done that. Who has a vision and a plan for the "how to" rather than just theory," says Diane Magers, CEO of Experience Catalysts.
The book provides a blueprint for organizations to implement a center of excellence incorporating brand experience, or the combination of customer and employee experience. Each property of experience is articulated and explained in detail, including brand, governance, culture, platform, measurement, and environment. The book also provides recommendations on how an organization can begin to implement a Center of Experience of their own, and how success is measured. The Center of Experience features a foreword from Diane Magers, Former Interim CEO for the Customer Experience Professionals Association (CXPA) and Founder and CEO of Experience Catalysts, and pioneer in the discipline of experience.
Tags: Change Management, Customer Experience, Digital Transformation
The Agile Consumer: Navigating the Empowered Economy and the Future of Customer Experience
The Agile World
August 04, 2019
We are living in an agile world. What started with technologists and marketers has spread across entire organizations, and didn't stop there. Consumers are thinking agile as well. They are more willing to be part of product development and the process of building brands than ever before, due to a number of social, technological, and economic factors. Also, as employees, they are also more interested in sharing values with the companies they work for, and are looking for new types of management and work environments. All of this adds up to the makings of an Agile World led by newly-empowered consumers in an evolving economy.The book gives practical examples of how agile thinking and approaches, as well as a shift in consumer behavior, are changing the brand-consumer relationship with the opportunity for better outcomes for both. As brands become more sophisticated and consumers have an increasing amount of choices, the power dynamic in the brand-consumer relationship has shifted to giving consumers more control than ever before. While this is a shift from the early days of branding and marketing, it is one that provides new opportunities for consumers and positions brands as facilitators of an evolving creative economy. It provides examples of how companies like Procter & Gamble, ING, Google, Betabrand, LEGO, and others are shaping this new dynamic while achieving innovative and profitable outcomes.The book features a foreword from Lisa Nirell, Chief Energy Officer of EnergizeGrowth and author of EnergizeGrowth NOW: The Marketing Guide to a Wealthy Company and The Mindful Marketer: How to Stay Present and Profitable in a Data-Driven World.The Agile Consumer is the third book in Kihlström's Agile series, which started with 2016's The Agile Web, exploring how the agile methodology applied properly website design, can create dramatic improvements in their efforts. 2018's The Agile Brand explored how brands that embrace consumer feedback and create a "living" brand that evolves over time while staying true to their values.
Digital Delight: Planning, measuring, and optimizing great digital customer experiences
The Agile World
April 16, 2019
We are truly living in the age of customer experience. With the proliferation of tools that allow better and more holistic design of customer experience and consumer journeys, comes an increased ability to measure, analyze, and optimize. This new age of increased integration means that successful customer experience involves many teams and departments within an organization to become successful.
Marketing, Customer Service, Technology, Operations, and HR are now all on the front lines in an effort to provide the absolute best experience that draws new customers in, and keeps existing customers coming back.
Digital Delight uncovers the methods, approaches, and measurements needed in order to compete in a customer-centric world. The book gives practical examples of how to plan, build, measure, and optimize a successful customer experience platform, as well as how to prepare an organization for such an effort.
Digital Delight is Kihlström’s latest Ebook, following Ever Seeking: A History and Future of Search. These have been completed in addition to his Agile series of books, which started with 2016’s The Agile Web, exploring how the agile methodology applied properly website design, can create dramatic improvements in their efforts. 2018’s The Agile Brand explored how brands that embrace consumer feedback and create a “living” brand that evolves over time while staying true to its values.
Tags: Customer Experience, Digital Transformation, Marketing
Ever Seeking: The History and Future of Search
The Agile World
October 17, 2018
Starting from the origins of the classification of information, to early Web-based search engines, and finishing with predictions about the future, this book discusses search and its impact on marketers and society.
The Agile Brand: Creating Authentic Relationships Between Companies and Consumers
The Agile World
June 17, 2018
Brands have evolved over several centuries from simple tools for recognition to something much more nuanced and sophisticated in the modern age. Being an agile brand means taking part in a relationship with consumers. While this means giving up some control over your brand, it rewards you with loyal long-term customers. The Agile Brand follows the story of branding from its beginnings to the authentic relationship with brands that modern consumers want, and gives practical examples of what you can do to modernize your brand in meaningful ways.
Tags: Business Strategy, Customer Experience, Marketing
The Agile Web: A Challenge to Re-Examine the Methods and Processes Used to Plan, Enhance, and Optimize Websites
The Agile World
October 02, 2016
By tracing the history of software development back to its beginning, this book forces a re-examination of the website design, development and optimization approach that many organizations take for granted.
Building upon agile software development and agile marketing practices that are still evolving, author and agency founder Greg Kihlström walks the reader through new ways to look at the way we treat websites, and plan for their redesign and optimization. The life of a website becomes a marathon with incremental improvements over time, instead of a sprint that ends when a new website is created to replace the previous one.
Kihlström builds on his experience designing and marketing interactive experiences for top brands, and running an agency since the early 2000s and provides a unique vision for how marketers can create websites that continue to grow in sophistication and effectiveness over time without the need for a continual process of redesigns.
This book is aimed at the marketer who wants to create the most effective website possible, and is willing to take a fresh look at how they approach their organization’s online presence.
Utilizing Agile to Improve Marketing & Digital Transformation
Association of National Advertisers
October 03, 2022
With a foundation of Agile principles and an Agile marketing approach, organizations can move more quickly and achieve greater transformation with a stronger focus on customer experiences. Adaptive approaches with continuous feedback loops and iterative methods allow advanced types of marketing to be more effective and efficient. These include increased personalization, customer journey orchestration, and increased use of machine learning and next best action approaches.
The approach outlined in this course was created to help marketers take advanced steps towards omnichannel, 1:1 personalization, and next best action approaches to the customer experience. Led by an industry expert, best-selling author, and keynote speaker with 20+ years in the marketing technology and customer experience profession for Fortune 500 companies, this course will walk you through how to be successful in utilizing Agile approaches in your marketing campaigns and initiatives.
Introduction to Customer Data Platforms
The Agile Brand Academy
September 28, 2022
Customers continue to demand a more personalized experience with the brands they trust and support, going so far as to switch brands when they don’t receive the level of service they expect. While the expectations from consumers are increasing, the data privacy demands that eschew third party data harvesting and identity stitching are also growing more complex.
All of this adds up to a need for brands to create a first-party data strategy that allows these companies to collect information directly from consumers and provide world-class customer experiences in return.
And this need for a first-party data strategy means the brands need a Customer Data Platform (CDP) to help them enable this.
Tags: Customer Experience, Digital Transformation, Marketing
Agile Marketing in Collaborative Environments
Association of National Advertisers
August 01, 2022
Why are some organizations better able to adapt to changing consumer and external market conditions than others? The ability to be Agile in approaches from marketing to customer experience and beyond allows brands to anticipate and adapt to rapidly shifting internal and external needs. Agile organizations set themselves up to learn quickly and evolve as needed, in a climate of continuous change and improvement and allow teams that frequently work together, such as marketing, technology, and others to collaborate and achieve greater success. While the goals of customer growth and increased revenue remain constant, the methods and approaches to reaching those goals adapt as conditions demand.
The approach outlined in this course was created to help marketers enable their organizations to become more Agile and encourage cross-team collaboration using Agile principles and approaches. Led by an industry expert, best-selling author, and keynote speaker with 20+ years in the marketing technology and customer experience profession for Fortune 500 companies, this course will walk you through how to be successful in utilizing Agile approaches in your marketing campaigns and initiatives.
Practicing Agile Marketing
Association of National Advertisers
July 01, 2022
While many organizations may embrace the philosophy of a more iterative, agile approach, they struggle to implement the methods, processes, and roles that unlock its true benefits. Using frameworks such as Scrum, which is built upon agile principles, can enable marketing teams to be more efficient, effective, and provide opportunities to learn and improve more quickly.
The approach outlined in this course was created to help marketers take agile principles and the related Scrum framework to create better ways of approaching marketing. Led by an industry expert, best-selling author, and keynote speaker with 20+ years in the marketing technology and customer experience profession for Fortune 500 companies, this course will walk you through how to use agile roles and methods within your marketing campaigns and initiatives.
Introducing Agile Marketing
Association of National Advertisers
May 01, 2022
Most organizations struggle to keep up with the pace of change, whether that is consumer behaviors, the rate of technological advancement, or other movement in the market. An approach based on Agile principles helps marketers within an organization maintain the ability to adapt to changes, learn from continual testing, yet still maintain a focus on their overall goals. This course will provide marketers with essential knowledge and tools that they can use to begin implementing Agile marketing within their organizations.
The approach outlined in this course was created to help marketers better and more quickly realize value from their personalization efforts. Led by an industry expert, best-selling author, and keynote speaker with 20+ years in the marketing technology and customer experience profession for Fortune 500 companies, this course will walk you through Agile fundamentals and how they can be directly applied to your marketing efforts and the team implementing them.
On Demand Course: Measuring and Improving the Customer Experience
Association of National Advertisers
October 13, 2021
Customer experience (CX) is quickly becoming a key competitive differentiator for brands, yet many marketers and CX practitioners do not have a clear understanding of how measurement (establishing the right KPIs, methods, and processes necessary to make meaningful improvements) can bridge the gap between ‘good’ CX and one that consistently drives sales, brand affinity, and lifetime value.
Enabling great experiences for customers supported by people, processes, and technology within an organization is a game-changer for those companies that succeed. The speed at which these practices are applied could mean the difference between steady growth and losing out to the competition. A critical step to success is the ability for an organization to understand what, where, when, and how to measure customer experience.
The framework outlined in this course was created to help marketers with the tools, methods, and processes needed to measure customer experience with the goal of continuous improvement. Led by an industry expert, best-selling author, and keynote speaker with 20+ years in the marketing and customer experience profession for Fortune 1000 companies, this workshop will walk you step-by-step through the processes and methods needed to successfully measure and optimize customer experience efforts.
Tags: Customer Experience, Digital Transformation, Marketing
2 eBooks
Forever Unified: Customer and Employee Experience
Medallia
August 22, 2022
More engaged employees create more engaged customers, benefiting everyone, including the business. Leading companies understand customer and employee experience as a unified element, and benefit from a lift that occurs when both are done well and in coordination with one another.
Download our latest guide and learn how to achieve growth in ways that other companies can’t replicate by connecting employee and customer experiences.
What’s inside:
How a unified view of customer and employee experience contributes to revenue growth
Tips for continually gathering and measuring feedback
Best practices for ongoing experience improvements
How to turn experience measurements into action
Tags: Business Strategy, Customer Experience, Future of Work
Ektron to Drupal Website Migrations: A Guide
Acquia
August 03, 2016
In January of 2015, Accell-KKR, a private equity firm, combined Ektron and the Swedish company Episerver into a single company and CMS platform.
Between the high cost of an Episerver license upgrade and the fact that the open source landscape had evolved significantly over the prior decade to the point where many enterprise organizations (from private and public corporations to government entities) had embraced Drupal and the open source community, this has caused many organizations to choose to migrate off of the Ektron platform and onto a CMS like Drupal.
As one of the top three most-used Content Management Systems across the Web, Drupal is a natural choice for many organizations based on its popularity alone.
But there are several other reasons that Drupal earns top consideration. Since you are reading this eBook, we assume you are either considering a switch from Ektron to Drupal or are perhaps already decided and looking for some further advice. Let’s briefly discuss some of the benefits of Drupal versus Ektron, or in choosing a different licensed Content Management System.
Tags: Customer Experience, Digital Transformation, Marketing
3 Founders
Digics
Digics, Inc.
July 01, 2020
Co-founded in 2020; acquired in December of 2021 by Alef Edge Inc.
SaaS-based freelance hiring platform utilizing AIML that we built and grew to an audience of over 850,000 freelancers.
We graduated through the Newchip Accelerator Program in late 2020. In January 2021, we acquired Moonlighting, a complementary SaaS platform that enabled strategic growth for the platform.
Founder and Principal, The Agile World, LLC
The Agile World, LLC
January 01, 2018
Founder of The Agile World, LLC which runs both The Agile Brand with Greg Kihlström podcast as well as GK5A, a strategic consulting company that helps organizations with digital transformation, marketing technology, and customer experience strategy.
Tags: Business Strategy, Change Management, Project Management
ICP-BAF Business Agility Foundations Certification
ICAgile
January 04, 2019
Achieving the ICAgile Certified Professional in Business Agility Foundations (ICP-BAF) demonstrates an ability to articulate the values, principles, and dimensions of business agility. Business agilists can formulate an action plan for applying agility in their workplaces and can appraise and use a variety of frameworks, tools, and techniques to jumpstart the organizational and individual transformation towards a more responsive, value-driven reality.
Credential ID 17-11869-6bfd45e1-d913-47d9-90e1-5083aa28e4d5
25 Best Marketing Technology Podcasts
Feedspot
August 01, 2022
The Agile Brand with Greg Kihlstrom featured on Feedspot's 25 Best Marketing Technology podcasts.
The best Marketing Technology podcast list curated from thousands of podcasts on the web and ranked by traffic, social media followers, domain authority & freshness.
ICMI Top 25 Thought Leader of 2022
ICMI
January 13, 2022
Greg Kihlström was named a Top 25 Thought Leader in Customer Experience by ICMI
Those who make a good career in the contact center industry are often happy to share their knowledge to help others grow. That’s one of the great things about this field.
Each year, ICMI puts out a call for nominations for the Top 25 Thought Leaders in the spheres of contact center management and CX; those nominated share their wisdom on social media so others might benefit from what they’ve learned.
From the many nominations we’ve received, we’ve hand-picked this final list of thought leaders. Click on their names to find a link to their Twitter or LinkedIn account, and be sure to thank them for collectively offering professional development for the contact center professionals.
DSF 23 - CX Governance Workshop
Document Strategy Forum
May 23, 2023
206 POWER SESSION: PART 1 - Initiating Change: How to Create Greater Customer Experience Success
The ever-changing business landscape has forced companies to find new ways of engaging customers, providing superior experiences and staying ahead of their competition. Consumers have become increasingly sophisticated, expecting a level of service that meets their individual needs and wants. This means that businesses must be prepared to adapt and evolve in order to remain successful. In this interactive group discussion, we’ll share how to overcome internal and external obstacles, how to prioritize efforts and how to create agile, iterative approaches to reach a goal. Attendees will learn from their peers and from real-world industry changemakers on how to propose and implement change initiatives that lead to better customer experiences (CX) within an organization.
Tags: Customer Experience, Digital Transformation, Change Management
Master Class: The ROI of Personalized Digital Experiences
DigicMarCon
May 02, 2022
DigiMarCon is the premier digital marketing, media and advertising conference and exhibition in the Mid-Atlantic. I presented a Master Class on the ROI of Personalization on May 2, 2022
Tags: Customer Experience, Digital Transformation, Marketing
AGILE CREATIVITY - HOW TO USE PROCESS TO BE MORE SUCCESSFUL WITH CREATIVE PROJECTS
American Advertising Federation Baltimore
January 12, 2022
How to use process to be more successful with creative projects
It would seem that process and creativity are at odds with one another. How, for instance, could a rigid set of rules help inspire great design, great experiences, or new approaches to challenges? In fact, the two can not only co-exist, but work together to create better results and enable teams to be more creative and productive. The secret is in how project process is designed and connected to the creative process.
what is discussed
The “healthy tension” between process and creativity
How repeatable processes free up mental real estate so that more creative work can be done
The value of continuous improvement to the creative process
what you’ll learn
How a carefully designed process can bolster new ideas and creativity while saving time and effort
How to design a process that enhances creativity while boosting productivity
How to sell your internal team and stakeholders on creating a process that is sustainable and achieves long-lasting success
The Agile Brand: Creating authentic relationships between companies and their customers
American Marketing Association Madison Wisconsin
September 30, 2021
Greg Kihlström spoke at the AMA Madison Annual Conference on the topic of The Agile Brand, his book by the same name.
Tags: Customer Experience, Digital Transformation, Marketing
Spotlight Speaker Series: The Agile Brand with Greg Kihlström
American Advertising Federation Buffalo, NY
November 17, 2020
Join our Spotlight Series session with Greg Kihlstrom, CEO & Co-Founder of CareerGig, to discuss the impact of the evolution of the brand-consumer relationship and what it means for the future of marketing and advertising.
Greg is a customer and employee experience & digital transformation expert, as well as best-selling author of the Agile series of books and host of The Agile World podcast. His presentation will cover a few examples of what to do and what not to do in order to stay agile, along with discussions about customer-centric, agile brands withstanding change while staying true to their values.
Tags: Customer Experience, Digital Transformation, Marketing
Fusion92 Presents: The Agile Brand with Greg Kihlström
Fusion92
November 05, 2020
Chicago, Nov. 5,2019 – Today, Fusion92 hosted guest speaker Greg Kihlström at its River North office to discuss the theme of his new book, “The Agile Brand.” The talk, titled “The Agile Brand: Creating Authentic Relationships Between Companies and Consumers,” centered around the future of brands and how an agile, collaborative approach to branding and marketing creates strong brand-consumer relationships that yield lasting results. Kihlström’s visit is part of the Chicago-based marketing innovation company’s Bits & Bites series that it launched in spring of 2018. Fusion92 created the series as a perk dedicated to educating employees on relevant topics in the world of digital marketing and innovation.
Tags: Customer Experience, Digital Transformation, Marketing
Rochester Advertising Week: The Agile Brand
Rochester Advertising Week
November 04, 2018
Greg Kihlström will deliver the opening keynote address at the 2018 Rochester Advertising Week. He will then moderate a panel comprised of industry experts from Xerox, Constellation Brands, and Partners & Napier. The keynote and panel discussion will be based on thoughts and ideas from Kihlström's 2018 book, The Agile Brand.
Tags: Customer Experience, Digital Transformation, Marketing
October Speaker Series with Greg Kihlström
American Advertising Federation, Charlotte, NC
October 25, 2018
An award-winning creative director and digital strategist who's worked with brands like AOL, MTV, Starbucks and Toyota, Greg will be speaking on how to apply agile marketing principles to a brand with examples drawn from his new book, The Agile Brand. Learn how companies can remain relevant beyond a logo and how to embrace customer feedback without compromising core values.
After a hugely successful inaugural event last month, we're expecting an even better turn out on October 25th. Get your ticket today before we sell out!
And thanks to a generous donation from Robert Half, The Creative Group, the first 10 people to purchase tickets will receive a free copy of The Agile Brand.
Tags: Customer Experience, Digital Transformation, Marketing
Return on Creativity: The Agile Brand Book Release Keynote
Arlington Economic Development, BizLaunch
August 16, 2018
Telling the story of how business and branding work gets a novel look when creatives become published authors.
In the third seminar in the Return on Creativity Series, Arlington Economic Development partners with Arlington Public Library, the Rosslyn BID and the American Advertising Federation in Rosslyn’s brand new pop-up retail space at The Alcove.
Keynote speaker Greg Kihlström is Senior Vice President, Digital, at Yes& and Chair of the American Advertising Federation National Technology Advisory Committee. His new book, “The Agile Brand,” traces the evolution of branding, from its beginnings to its authentic relationship with brands that modern consumers want.
The book gives practical examples of how companies can create a more modern, agile brand while staying true to their core values.
According to Kihlström, being an agile brand means taking part in a relationship with consumers. While this means giving up some control, the reward is loyal, long-term customers.
Immediately following Kihlström’s presentation, a distinguished panel led by moderator Genelle Schuler of Arlington Public Library will continue the conversation and discuss the place that books play in today’s society and their approach to writing.
Tags: Customer Experience, Digital Transformation, Marketing
Digital Day Forum Keynote
Direct Marketing Association Digital Day Forum
October 16, 2013
The Direct Marketing Association (DMAW) is providing a “Digital Day Forum” in McLean, Virginia on Wednesday, October 16, 2013, to help uncover new revenue opportunities emerging from online media.
Web-based media is the fastest growing medium out there as more organizations integrate it into their marketing mix. The “Digital Day Forum” will provide ‘non-profit’ and ‘for profit’ organizations ways to capitalize on the latest tools and technology to help grow their business.
Tags: Customer Experience, Digital Transformation, Emerging Technology, Marketing
The Convergence of Customer Service, PR and Marketing on Social Media
Virginia Tech Pamplin College of Business 2011 Conference on Social Media and Tourism
October 11, 2011
Web 2.0 communication platforms such as blogs and other forms of social networking are altering the playing field for many hospitality and tourism providers. Therefore, the purpose of the 2011 Conference on Social Media in Hospitality and Tourism is to explore opportunities associated with this revised business environment.
Tags: Customer Experience, Business Strategy, Customer Loyalty
Market Impact Insights: House of the Customer - Greg Kihlstrom
Market Impact Insights
April 04, 2023
Best-selling author and GK5A Principal, Chief Strategist Greg Kihlstrom shares how putting customer experience first is key in maintaining competitiveness in today's dynamic marketplace. Knowing your customer and proactively making their journey better really pays off when you also deliver positive employee experiences every day.
Tags: Customer Experience, Digital Transformation, Marketing
Episode 162: Demystifying CDP with Greg Kihlström
Salesforce Developers Podcast
February 06, 2023
Greg Kihlström is the Principal and Chief Strategist at GK5A, a marketing consultant agency in Arlington, VA. He’s a consultant to many C-level types and an expert in marketing. He also hosts The Agile Brand podcast and is the author of 11 books.
Tags: Customer Experience, Digital Transformation, Customer Loyalty
14 tips companies need to consider before going fully remote
Forbes
December 09, 2022
As hybrid-remote work options continue to rise, some employers may be thinking that now is the time to transition to a permanent remote business. Whether it’s to save on unnecessary real estate spending, continued health safety, or ability to expand your talent acquisition and client base globally, you’ll need to be strategic about how your company plans to move ahead without missing a beat.
Below, 14 Fast Company Executive Board members discuss essential details that every leader should take into account when transitioning from a traditional on-site company to an entire remote establishment.
Tags: Marketing, Future of Work, Business Strategy
15 Potential Game Changers For Underperforming Campaigns
Forbes
August 09, 2022
14. Focus On More Personalized Offers And Multichannel Experiences
If you aren’t doing so already, start focusing on more personalized offers and on personalizing experiences across more of your channels and touch points. Work to create a more consistent experience and messaging for an individual everywhere that they interact with your brand, and increase your ability to understand which offers work best with which individuals and segments. - Greg Kihlstrom, GK5A
Tags: Customer Experience, Digital Transformation, Marketing
Connecting CX to your bottom line with Greg Kihlstrom, GK5A
Zoomin Software
June 09, 2022
The most valuable brands out there are able to draw a direct line between customer experience and their bottom lines. In this episode, Greg Kihlstrom, best-selling author, speaker, advisor and Principal and Chief Strategist for GK5A, breaks down how to measure important aspects of CX so you can put the right metrics in front of a CEO. As you listen, you’ll learn how to tie customer experience to revenue enabling CX to become an investment priority for your organization.
Tags: Business Strategy, Customer Experience, Marketing
Creating Your Personal Brand with Greg Kihlström
Entrepreneurs Circle
June 06, 2022
The goal of this show is to bring my experience (both successes and failures) to the table and to share some of my insights to building businesses and relationships. I’ll also interview fellow entrepreneurs to inspire and give you some tools you may need on your journey to freedom, legacy, and spiritual growth!
“More 2 Media” is a show made for people in the world of marketing and media who want to grow their media knowledge. Interviewing experts around the country, “More 2 Media” is the place to go for tips, tricks and entertaining quips to take your business to the next level.
This week our host interviews Greg Kihlstrom from GK5A.
Tags: Analytics, Digital Transformation, Marketing
Greg Kihlström: King of Agile
Tech 2025
July 01, 2021
On this episode, Charlie crowns Greg Kihlström “King of Agile” and with good reason! Greg (founder of The Agile World where he consults, writes and hosts a podcast) has spent the past several years helping companies to incorporate agility into their digital transformation strategies and also advising on customer and employee experience.
He has written several books on how companies can become more agile including: The Agile Workforce (2021), Center of Experience (2020), The Agile Consumer (2019), Digital Delight, 2nd edition (2019), The Agile Brand (2018), Ever Seeking (2018), The Agile Web (2016).
Greg and Charlie discuss what it means to be agile during and post-pandemic, how companies should navigate bringing employees back to the office in a way that optimizes employee experience, and how the pandemic is forcing companies to innovate in ways they never imagined before the pandemic (and why that’s great but also challenging).
Tags: Agile, Customer Experience, Digital Transformation
The New P&L Business Book Review Club speaks to Greg Kihlström, author of The Agile Workforce
The New P&L
May 26, 2021
We believe in a New 'P&L' for business: one focused as much on Principles & Leadership as Profit & Loss, because we know that if your principles are right and aligned with your purpose, and your leadership has clarity of vision and is strong and empathetic, then your business will be in profit and not in loss in many ways. Each week we interview entrepreneurs and business people to understand their views on the importance of Principles and Leadership, and how to work together to build more productive, collaborative, creative and ultimately successful businesses. www.principlesandleadership.com
Tags: Customer Experience, Future of Work, Leadership
THINK Business Podcast: Jon Dwoskin Talks with Greg Kihlström
THINK Business Podcast
April 06, 2021
Greg was interviewed by Jon Dwoskin on the THINK Business Podcast.
Greg is a best selling author, keynote speaker, and entrepreneur. He is currently CEO and Co-Founder at CareerGig, after his digital experience agency, Carousel30, was acquired in 2017. He has worked with some of the world’s top brands, including Coca-Cola, Dell, FedEx, GEICO, Marriott International, MTV, Starbucks, Toyota and VMware. He currently serves on the University of Richmond’s CX Advisory Board.
Greg’s newest book, The Center of Experience (2020) talks about how customer and employee experience can be operationalized into a cohesive brand experience. Greg’s previous book, The Agile Consumer (2019) explores the most recent shifts in the brand-consumer relationship and how companies must become more agile across their entire operation to remain successful. Greg is a regular contributing writer to Forbes, and has been featured in Advertising Age, SmartCEO, Website Magazine, and The Washington Post.
Tags: Customer Experience, Future of Work, Startups
Navigating the Customer Experience: Episode 122 : The Advantages Of Mastering Agility While Navigating Your Customer’s Experience
Navigating the Customer Experience with Yanique Grant
March 17, 2021
Greg was interviewed by Yanique Grant for her Navigating the Customer Experience podcast.
Greg shared that he has played a few different roles over his career and depending on how you look at it, he has been a freelancer and employee, entrepreneur, executive, so on and so forth.
Also, he has played roles in creative marketing technology and what he has tried to do throughout his career, some of that is he likes to learn new things and so he constantly tries to challenge himself to learn them. But some of it also is he thrive when he’s able to find connections between whether it’s different disciplines or industries or things like that.
And so, he has always just tried, at first it wasn’t so intentional, he’ll confess but towards getting a few years down in his career, it started to become more intentional that he always wanted to kind of push himself and be a little bit uncomfortable. If he was too comfortable, it meant that he wasn’t learning enough, and he wasn’t pushing himself to do more than he was currently doing.
Tags: Customer Experience, Digital Transformation, Marketing
Idea to Exit to SaaS Founder - What it takes to build an Enterprise B2B brand with Greg Kihlström
LeadGen Podcast
December 07, 2020
Greg is a digital transformation expert with a very interesting resume. He is in the online industry since the early days of the New Economy and Dotcom boom.
He spent 3,5 years working at a SaaS-based tech start-up in Virginia (US), before he made the jump to start his own digital agency, Carousel30 back in 2002.
Greg has come a long way, building up the brand into a leading digital experience agency, working with brands like NASA, Toyota, Volkswagen, Porsche and the United Nations.
We are speaking with Greg to hear about his journey building up an agency from the ground up, from humble beginnings to working with the most renowned enterprises in the world.
NBC4 Washington DC: Virginia Company Connects Freelancers with Projects and Offers Benefits
NBC 4 Washington DC
September 24, 2020
Greg Kihlström was interviewed by NBC4 in Washington DC about his role in an Arlington VA-based startup.
Whether you’ve lost your job during the pandemic or simply need a more flexible schedule because the kids are stuck at home, a new local company may be able to connect you with your next career.
Digics is based in Arlington, Virginia. It’s free to sign up, and you’ll only pay if you land a project through the site. The fees range from 3.5% to 10% of what you earn, and the more you work, the lower your percentage.
Tags: Customer Experience, Future of Work, Startups
CareerGig: The Ultimate Gig Marketplace | Greg Kihlström
Radio Free Enterprise with Frank Felker
August 05, 2020
Greg Kihlström, CEO of CareerGig was interviewed via live stream on Radio Free Enterprise Wednesday, August 5, 2020 at 10:00 a.m. EDT.
If you’re a gig worker looking for contract jobs that include benefits, or an employer trying to rapidly locate and onboard verified skill workers, you need to tune in.
The Agile Brand logo New Book House of the Customer by Greg Kihlström Discusses How Brands Can Create the Personalized Customer Experience of the Future
MarketingDive
January 11, 2023
Between consumer demands for more personalized and greater data privacy and competitive pressures to provide better omnichannel customer experiences, brands are faced with a dilemma: build a foundation for the future of customer relationships or lose relevancy in a crowded marketplace.
Doing this, however, is not without its challenges. While many enterprises undertake digital transformations in order to modernize and anticipate future changes, these efforts are often fraught with roadblocks, and many fail to deliver the results promised.
Tags: Customer Experience, Digital Transformation, Marketing
3 Panels
Digital Experience Summit: How AI is Evolving the Customer Experience
CMSWire
August 17, 2022
AI promises to provide us with information that can transform the interactions we have with our customers. At every touch point, brands now have the opportunity to gain valuable insights on the individual needs and pain points of their consumers. In this panel, we’ll learn how to provide intuitive and personalized connections using AI.
Topics may include:
How to build a more human AI interface
What Does the AI-Powered Journey look like
How to increase customer satisfaction metrics at each touch point
Live with CXPA: Exploring CX Metrics and Measurement
CXPA - Customer Experience Professionals Association
April 26, 2022
Greg Kihlström will be part of a panel with Jeb Dasteel, Founder of Customer Strategy Alliance and Muneer Mubashir, Co-Founder & CEO of Xmata. The panel is produced by CXPA and will feature a discussion of CX metrics and measurement.
The Marketing Skills Needed in an Age of Disruption
MAC Summit 2020: Marketing, Advertising & Communications
November 10, 2020
2020 has been a year of massive disruption in almost all areas of marketing — not to mention day-to-day life. What skills for marketers are even more necessary now after the disrputions of the past year? What skills are becoming less important? How can marketers position themselves by learning and acquiring the new skills that will be demanded the coming years.
Tags: Customer Experience, Digital Transformation, Marketing, Future of Work
84 Podcasts
S5 | 367: Professional Services and the Customer Experience Part 1, with Ryan Suydam, ClientSavvy
The Agile Brand
May 15, 2023
I am here in Durham North Carolina at the 2023 CXPS - that’s Client Experience for Professional Services - Conference. Today we’re going to talk about CX and professional services and some of the unique challenges and opportunities. To help me discuss this topic, I’d like to welcome Ryan Suydam, Chief Experience Officer, Client Savvy.
Tags: Customer Experience, Digital Transformation, Marketing
S5 | 357: Customer Engagement as Competitive Advantage with Glenn Weinstein, Chief Customer Officer, Twilio
The Agile Brand
April 21, 2023
Anyone that listens to this show knows that category leaders are using data driven customer engagement to create better customer experiences, more loyal customers, and a competitive advantage for the years ahead. Twilio recently published its annual State of Customer Engagement Report, exposing the significant challenges businesses face in activating customer data and what’s at stake when it’s done wrong. Today we’re going to talk about customer engagement as competitive advantage, and how engaged consumers that trust the brands they support become loyal lifetime customers. To help me...
Tags: Customer Experience, Digital Transformation, Marketing
S5 | 346: Winning in the subscription economy with Matthew Holman, Head of Growth and Cofounder, Qpilot.cloud
The Agile Brand
March 27, 2023
The subscription economy is growing, with the market size as of 2020 estimated to have been about $650Billion according to Statista, and projected to be over $1.5 Trillion by 2025. That’s a lot of subscriptions! For those listening, you’ve undoubtedly seen this as a consumer, and as a marketer, if your brand hasn’t already converted some of its resources towards embracing the subscription economy, many of you may either be growing a subscription program, or your brand may be considering a foray into subscriptions. Today we’re going to talk about launching, scaling,
Tags: Customer Experience, Digital Transformation, Marketing
S5 | 342: User experience as employee experience with Caroline Roche, VP and Senior Partner, IBM
The Agile Brand
March 17, 2023
Today we’re going to talk about the user experience as employee experience, and how Agile approaches can help teams have more successful platform and process implementations. To help me discuss this topic, I’d like to welcome Caroline Roche, VP and Senior Partner at IBM.
S5 | 341: Improving CX with Remote Video Support, with Rama Sreenivasan, CEO of Blitzz
The Agile Brand
March 15, 2023
Today we’re going to talk about improving the customer experience with remote video support. To help me discuss this topic, I’d like to welcome Rama Sreenivasan, CEO and Co-Founder at Blitzz.
Tags: Customer Experience, Digital Transformation, Marketing
S5 | 330: Improving processes to get better marketing results with Shafqat Islam, Chief Marketing Officer, Optimizely
The Agile Brand
February 17, 2023
Today we’re going to talk about how focusing on the processes and methods behind the work of marketing can help marketers be more effective and get better results.
Tags: Customer Experience, Digital Transformation, Marketing
S5 | 329: Maximizing Your Digital Experience Platform, with Jaina Baumgartner, RDA
The Agile Brand
February 15, 2023
As any marketer knows, it’s not enough to just have a good looking website. You need one that performs. It needs to provide relevant content, have the flexibility to adapt to both the brand and the customers’ needs, and it needs the speed and performance that consumers expect.
Tags: Customer Experience, Digital Transformation, Marketing
S5 | 328: Composable platforms and the ecommerce customer experience with Filippo Conforti, Founder & CEO of Commerce Layer
The Agile Brand
February 13, 2023
Today we’re going to talk about modern ecommerce, and how composable platforms offer brands the ability to deliver a more unified customer experience.
Tags: Customer Experience, Digital Transformation, Marketing
S5 | 327: Public art and the future of work with Angela Anderson Adams, Arlington Economic Development
The Agile Brand
February 10, 2023
Welcome to a special episode of the show brought to you in partnership with Arlington Economic Development, where we discuss issues related to the workforce, the role of place in the future of work, and the role of the creative sector in a larger business context. We call this Return on Creativity.
Tags: Customer Experience, Digital Transformation, Marketing
S5 | 326: The shared goal of customer centricity, with Amanda Ono, CHRO at Kroll
The Agile Brand
February 08, 2023
Amanda Ono has spent her career learning to maximize a company's most valuable investment — its people. Boasting over 20 years of international experience in organizational development, HR consulting, and change management, she’s implemented successful talent and leadership initiatives in six countries across four continents. You can currently find her at Resolver, a Kroll business and worldwide leader in defining risk intelligence, making her mark as both VP Customer Experience and VP People & Culture.
Tags: Customer Experience, Digital Transformation, Marketing
S5 | 325: Employee Experience in Tough Economic Times with Anne Jacoby, Spring Street Solutions
The Agile Brand
February 06, 2023
Today we’re going to talk about maintaining a great employee experience during tough economic times, and maintaining morale when teams are stretched thin, and often with higher expectations.
Tags: Customer Experience, Digital Transformation, Marketing
S5 | 324: Personalized content delivery and customer lifetime value with John Thomas, Chief Strategy Officer, Relay Network
The Agile Brand
February 03, 2023
Today we’re going to talk about personalized content delivery and how it helps brands create more valuable and longer lasting customer relationships.
Tags: Customer Experience, Digital Transformation, Marketing
S5 | 323: Automation in the workplace with Shawn Herring, CMO, airSlate
The Agile Brand
February 01, 2023
Today we’re going to talk about the role of automation in the workplace, and how a hybrid work environment can provide both challenges and opportunities to a more productive and streamlined workplace.
Tags: Customer Experience, Digital Transformation, Marketing
S5 | 322: Life beyond third party cookies with Jascha Kaykas-Wolff, President at Lytics
The Agile Brand
January 30, 2023
Leading customer data platform company Lytics recently released a white paper called “Life After the Third-Party Cookie” which discusses what a world post-third party cookies looks like for both marketers and their customers.
Tags: Customer Experience, Digital Transformation, Marketing
S5 | 321: Successful design processes with Amrita Mathur, VP of Marketing at Superside
The Agile Brand
January 27, 2023
Today we’re going to talk about successful design and the process used to get great design results. To help me discuss this topic, I’d like to welcome Amrita Mathur, VP of Marketing at Superside.
Tags: Customer Experience, Digital Transformation, Marketing
S5 | 320: Using prediction to improve CX, with Andy Rossmeissl, Faraday
The Agile Brand
January 25, 2023
Today we’re going to talk about using prediction to improve the customer experience. To help me discuss this topic, I’d like to welcome Andy Rossmeissl, CEO and Co-Founder of Faraday.
Tags: Customer Experience, Digital Transformation, Marketing
S5 | 319: CDPs and a First-Party Data Strategy with Jaina Baumgartner, RDA
The Agile Brand
January 23, 2023
Customer Data Platforms, or CDPs, provide companies with the ability to tie their customer information from a multitude of sources and types of behaviors into a single profile that can power personalization, enhanced data governance, and enable better tracking and reporting across the customer journey. In a special episode brought to you by RDA and Sitecore, we’re going to talk about how companies can use CDPs to successfully implement a first-party data strategy and better serve their customers and the business. To help me discuss this topic, I’d like to welcome Jaina Baumgartner, Director of Digital Strategy at RDA.
Tags: Customer Experience, Digital Transformation, Marketing
S5 | 318: Personalizing the Customer Experience While Optimizing Data Privacy, with Lisa Routel, Verizon
The Agile Brand
January 20, 2023
Today we’re going to talk about personalizing the customer experience to increase loyalty in a world increasingly mindful of consumer data privacy. To help me discuss this topic, I’d like to welcome Lisa Routel, Marketing Strategy Lead, Verizon Up.
Tags: Customer Experience, Digital Transformation, Marketing
S5 | 317: Creating tomorrow’s digital customer experience with Adeline Ashley from Sitecore
The Agile Brand
January 18, 2023
Today we’re going to talk about how to create and deliver tomorrow’s digital customer experience using first-party data, personalized experiences, and multichannel communications. To help me discuss this topic, I’d like to welcome Adeline Ashley, Director of Customer Engagement at Sitecore.
Tags: Customer Experience, Digital Transformation, Marketing
S5 | 316: How People, Process, and Platforms Affect the Employee Experience, with Joe Berger, WWT
The Agile Brand
January 16, 2023
Today we’re going to talk about how the people, process, and platforms of a great Employee Experience translate into a great Customer Experience. To help me discuss this topic, I’d like to welcome Joe Berger, Area Vice President, Digital Experiences at World Wide Technology.
Tags: Customer Experience, Digital Transformation, Marketing
S5 | 315: Consumer Data Privacy and the Customer Experience with Fiona Campbell-Webster, Chief Privacy Officer at MediaMath
The Agile Brand
January 13, 2023
Today we’re going to talk about the importance of consumer privacy in fostering stronger relations between platforms and customers. To help me discuss this topic, I’d like to welcome Fiona Campbell-Webster, Chief Privacy Officer at MediaMath.
Tags: Customer Experience, Digital Transformation, Marketing
S5 | 314: Design Thinking and the Customer Experience with Laurence Gonzalez, Commercial Bank at JPMorgan Chase
The Agile Brand
January 11, 2023
Today we’re going to talk about applying design thinking to the customer experience in order to improve processes and delivery, and provide more customer-centric products & services. To help me discuss this topic, I’d like to welcome Laurence Gonzalez, Vice President of Product Insights on the Global Client Experience team within the Commercial Bank (CB) at JPMorgan Chase (JPMC).
S5 | 313: Aligning CX Strategy with Challenges, Opportunities, and Leadership with Karen Mangia, Salesforce
The Agile Brand
January 09, 2023
Today we’re going to talk about listening to customers, aligning leadership around a customer experience strategy, and connecting your CX strategy to real challenges and opportunities. To help me discuss this topic, I’d like to welcome Karen Mangia, Best Selling Author and Vice President, Customer & Market Insights at Salesforce.
Tags: Customer Experience, Digital Transformation, Marketing
S4 | 312: Storytelling and its role in the customer relationship, with Mark Nardone, Chief Marketing Officer at PAN Communications
The Agile Brand
January 06, 2023
Today we’re going to talk about the shifting agency-client landscape and how storytelling is still key in how brands reach their customers. To help me discuss this topic, I’d like to welcome Mark Nardone, Chief Marketing Officer at PAN Communications.
Tags: Customer Experience, Digital Transformation, Marketing
S4 | 311: B2B Ecommerce and the Customer Experience with Rupesh Agrawal, CEO of Amla Commerce
The Agile Brand
January 04, 2023
Today we’re going to talk about the current state of B2B ecommerce and what lies ahead for brands. To help me discuss this topic, I’d like to welcome Rupesh Agrawal, CEO of Amla Commerce, makers of Znode, an enterprise B2B ecommerce platform and Artifi, an ecommerce product customization platform.
Tags: Customer Experience, Digital Transformation, Marketing
S4 | 310: Growing and Scaling a Marketing Agency with Erik Huberman, CEO of Hawke Media
The Agile Brand
January 02, 2023
Today we’re going to talk about growing and scaling a marketing agency, and how to find the best clients in order to continue to innovate and achieve great results. To help me discuss this topic, I’d like to welcome Erik Huberman, Founder & CEO of Hawke Media.
Tags: Customer Experience, Digital Transformation, Marketing
S4 | 309: Agile Approaches to AI & ML with Luke Arrigoni, Arricor AI
The Agile Brand
December 30, 2022
Today we’re going to talk about taking agile approaches to AI and Machine Learning initiatives in order to gain the most business value. To help me discuss this topic, I’d like to welcome Luke Arrigoni, CEO & Principal Data Scientist at Arricor AI.
S4 | #308: Combining technology and design psychology to drive business success with Thomas Watkins, 3Leaf
The Agile Brand
December 27, 2022
Today we’re going to talk about combining technology and design psychology to drive business success.
To help me discuss this topic, I’d like to welcome Thomas Watkins, Principal and Founder of 3Leaf, a design collective using applied psychology and data to enhance the design of products.
Tags: Customer Experience, Digital Transformation, Marketing, Agile
S4 | 307: Direct Mail in a Digital Age with Dave Fink, CEO and Co-Founder, Postie
The Agile Brand
December 23, 2022
Today we’re going to talk about the power of direct mail in a digital age. To help me discuss this topic, I’d like to welcome Dave Fink, CEO and Co-Founder of Postie.
Tags: Customer Experience, Digital Transformation, Marketing, Agile
S4 | 306: Defining Success with Sheevaun Moran, Energetic Solutions
The Agile Brand
December 20, 2022
Today we’re going to talk about defining success. To help me discuss this topic, I’d like to welcome Sheevaun Moran, President & Founder of Energetic Solutions, speaker coach, and author of multiple books.
Tags: Customer Experience, Digital Transformation, Marketing, Agile
S4 | 305: Starting and Growing a Business Without Outside Capital with Bryan Clayton of GreenPal
The Agile Brand
December 16, 2022
Today we’re going to talk about starting and growing a business without outside capital, and how being customer-driven can help with this approach. To help me discuss this topic, I’d like to welcome Bryan Clayton, CEO and cofounder of GreenPal an online marketplace that connects homeowners with Local lawn care professionals.
Tags: Customer Experience, Digital Transformation, Marketing, Agile
S4 | 304: Employee wellbeing and expectations with Julius Geis, MUA
The Agile Brand
December 16, 2022
Today we’re going to talk about how brands manage expectations and the wellbeing of their audience and employees. To help me discuss this topic, I’d like to welcome Julius Geis, Founder and CEO of MUA.
Tags: Customer Experience, Digital Transformation, Marketing, Agile
S4 | 303: Scaling startups with Paul Ruppert, Global Point View
The Agile Brand
December 09, 2022
Today we’re going to talk about scaling startups and the importance that sales has in that process. To help me discuss this topic, I’d like to welcome Paul Ruppert, CEO, Global Point View, who is the holder of 2 tech patents, and has experience scaling startups from $0 to valuations in the $Billions.
S4 | Episode 302: Authentic personal brands with Jen Dalton, BrandMirror
The Agile Brand
December 06, 2022
Today we’re going to talk about creating an authentic personal brand that breaks through and reaches audiences. To help me discuss this topic, I’d like to welcome Jen Dalton, Founder and CEO of BrandMirror
Tags: Customer Experience, Digital Transformation, Marketing
S4 | Episode 301: Composable Customer Data Platforms with Florian Delval, ActionIQ
The Agile Brand
December 02, 2022
Today we’re going to talk about the future of CDPs, and how Composable Customer Data Platforms point a way to how brands can utilize their data in a flexible and sustainable manner. ActionIQ recently put out The Enterprise Guide to Composable CDPs, which helps shed some light on this topic. To help me discuss this in more depth, I’d like to welcome Florian Delval, Director, Technical Product Marketing Manager at ActionIQ.
Tags: Customer Experience, Digital Transformation, Marketing
S4 | Episode 300: Fostering innovation inside and outside your company, with Kurt Schaubach, Federated Wireless
The Agile Brand
November 29, 2022
Today we’re going to talk about fostering innovation and growth in rapidly changing times. I have with me a representative from one of the winners of the Inaugural Arlington REV Awards, which honors fast-growing innovative companies in Arlington County Virginia. Federated Wireless is a market leader in shared spectrum, making, deploying, and managing new 5G private wireless networks for a range of customers. I’d like to welcome Kurt Schaubach, Chief Technology Officer at Federated Wireless to the show.
Tags: Customer Experience, Digital Transformation, Future of Work
S4 | Episode 300: Black Friday Special: Warehouse and inventory strategy and the customer experience with Tina Williams, Ware2Go, a UPS Company
The Agile Brand
November 25, 2022
On this show, we talk a lot about branding, marketing, and customer experience, and those are all aspects that are vital to retailers and brands of all kinds. Today, however, we’re going to talk about how warehouse and inventory strategy can make or break peak season shopping for brands and retailers. After all, today is what’s known as Black Friday which is still a critical point in the calendar for brands and retailers of all kinds. To help me discuss this topic, I’d like to welcome Tina Williams, Vice President of Client Success at Ware2Go, a UPS Company.
Tags: Customer Experience, Digital Transformation, Marketing
S4 | Episode 298: Harnessing the Power of Data to Improve the Customer Experience with Kaz Ohta, CEO of Treasure Data
The Agile Brand
November 22, 2022
Today we’re going to talk about Harnessing the Power of Data to Improve the Customer Experience. To help me discuss this topic, I’d like to welcome Kaz Ohta, CEO and Co-Founder at Treasure Data, one of the leading customer data platforms.
Tags: Customer Experience, Digital Transformation, Marketing, Agile
Part 2: Achieving Business Agility: How to Build a Digitally Resilient Enterprise
The Agile Brand
August 26, 2022
To create and maintain a competitive advantage in a postpandemic world, businesses must modernize by building digital resilience and embracing transformation. TEKsystems leaders share how building agility and shaping mindsets offer the key to successfully modernizing the business.
S4 | EPISODE 272: FOREVER UNIFIED: CUSTOMER AND EMPLOYEE EXPERIENCE, WITH DAVID OSTBERG, MEDALLIA
The Agile Brand
August 23, 2022
Today we’re going to talk about Customer Experience and Employee Experience and how these are forever unified. For the show today, to help me discuss this topic, I’d like to welcome David Ostberg, Solutions Principal, Employee Experience at Medallia.
S4 | EPISODE 267: SUCCESS WITH INFLUENCER MARKETING, WITH MAGDA HOUALLA, ASPIRE
The Agile Brand
August 05, 2022
Today we’re going to talk about how to be successful with an authentic influencer marketing campaign. To help me discuss this topic, I’d like to welcome Magda Houalla, Director of Marketing Strategy at Aspire.
Tags: Customer Experience, Digital Transformation, Marketing
S4 | EPISODE 266: THE BUSINESS VALUE OF PARTNER PROGRAMS WITH BERNIE KASSAR, XACTLY
The Agile Brand
August 02, 2022
Today we’re going to talk about the business value of partner programs to both the sales pipeline as well as to the Customer Experience. To help me discuss this topic, I’d like to welcome Bernie Kassar, Chief Customer Officer at Xactly.
Tags: Customer Experience, Digital Transformation, Management
S4 | EPISODE 265: PRODUCT MANAGEMENT & CX WITH NICHOLE MACE, VP PRODUCT GROWTH AT PENDO
The Agile Brand
July 29, 2022
Today we’re going to talk about the evolution of product management, and its importance to the customer experience. To help me discuss this topic, I’d like to welcome Nichole Mace, who has spent a career in product management at companies like LastPass, BevSpot, Quilt and Zipcar, and is now VP of Product Growth at Pendo.
Tags: Customer Experience, Digital Transformation, Management
S4 | EPISODE 264: THE POWER OF CUSTOMER COMMUNITIES WITH JAKE RANDALL OF COMMON ROOM
The Agile Brand
July 26, 2022
Today we’re going to talk about the power of customer communities to drive great CX for everyone. To help me discuss this topic, I’d like to welcome Jake Randall, COO of Common Room.
Tags: Customer Experience, Digital Transformation, Management
S4 | EPISODE 263: CONVERSATIONAL AI WITH BOB SUMMERS, GOODCALL
The Agile Brand
July 22, 2022
Today we’re going to talk about improving the customer experience with conversational AI. To help me discuss this topic, I’d like to welcome Bob Summers, CEO of Goodcall.
Tags: Customer Experience, Digital Transformation, Leadership
S4 | EPISODE 254: HYPER-PERSONALIZED CUSTOMER COMMUNICATIONS WITH ERIC FRANKEL, ADGREETZ
The Agile Brand
July 21, 2022
Today we’re going to talk about hyper-personalized communications and why it is so important to tailor the customer experience you provide. To help me discuss this topic, I’d like to welcome Eric Frankel, CEO and Co-Founder of AdGreetz.
Tags: Customer Experience, Digital Transformation, Marketing
S4 | EPISODE 262: SUSTAINABLE STRATEGIC GROWTH FOR THE ENTERPRISE LEADER WITH STUART LEO, WAYMAKER.IO
The Agile Brand
July 19, 2022
Today we’re going to talk about how enterprise leaders can achieve sustainable, strategic growth and how to avoid pitfalls along the way. To help me discuss this topic, I’d like to welcome Stuart Leo, CEO of Waymaker.io.
Tags: Customer Experience, Digital Transformation, Sustainability
S4 | EPISODE 261: INTRINSICALLY MOTIVATED TEAMS WITH PATRICK TOUHEY, AUTHOR OF FOREVER TEAMMATES
The Agile Brand
July 15, 2022
Today we’re going to talk about creating healthy work cultures that are intrinsically motivated to contribute and be great teammates. To help me discuss this topic, I’d like to welcome Patrick Touhey, President at Elite Performance Too-E, and Author of Forever Teammates.
Tags: Customer Experience, Digital Transformation, Leadership
S4 | EPISODE 260: THE VALUE OF A STRONG BRAND STRATEGY WITH STEPHEN HOURAGHAN, BRAND MASTER ACADEMY
The Agile Brand
July 12, 2022
Today we’re going to talk about the value of branding and a strong brand strategy. To help me discuss this topic, I’d like to welcome Stephen Houraghan, freelancer turned brand strategist and the founder of Brand Master Academy, Brand Building Master.
Tags: Customer Experience, Digital Transformation, Entrepreneurship
S4 | EPISODE 259: CITIZEN DATA SCIENTISTS, WITH TIM KRASKA, PROFESSOR, MIT AND CO-FOUNDER AT EINBLICK
The Agile Brand
July 08, 2022
Today we’re going to talk about the power of citizen data scientists, and making data science and machine learning more accessible to non-technical users with the goal of increasing the ability for greater collaboration. To help me discuss this topic, I’d like to welcome Tim Kraska, Professor at MIT and Co-Founder at Einblick.
Tags: AI, Customer Experience, Digital Transformation
S4 | EPISODE 258: HEALTHY ORGANIZATIONAL CULTURES WITH GARY DAVID, BENTLEY UNIVERSITY
The Agile Brand
July 05, 2022
Today we’re going to talk about experience design from a systems perspective and what creates a healthy organizational culture. To help me discuss this topic, I’d like to welcome Gary David, Professor of Sociology, Information Design, and Corporate Communication at Bentley University.
Tags: Customer Experience, Digital Transformation, Culture
S4 | EPISODE 257: MAKING BETTER MARKETING DECISIONS WITH BRAND TRACKING, WITH ANGELEY MULLINS, CMO, LATANA
The Agile Brand
July 01, 2022
Today we’re going to talk about the importance of brand tracking in order to make better marketing decisions. To help me discuss this topic, I’d like to welcome Angeley Mullins, CMO & CGO at Latana.
Tags: Customer Experience, Digital Transformation, Marketing
S4 | EPISODE 256: AUTOMATION'S ROLE IN CUSTOMER-CENTRIC RETAIL OPERATIONS WITH DOUG LABAHN, CIN7
The Agile Brand
June 28, 2022
Today we’re going to talk about automation, and how it is helping retailers stay customer-focused amidst a variety of challenges including supply chain disruptions and more.. To help me discuss this topic, I’d like to welcome Doug LaBahn, CMO at Cin7.
S4 | EPISODE 255: CREATING AN UNBEATABLE B2B BRAND WITH DREW NEISSER, RENEGADE
The Agile Brand
June 24, 2022
Today we’re going to talk about creating an unbeatable B2B brand that is able to adapt and grow in an increasingly competitive marketplace. To help me discuss this topic, I’d like to welcome Drew Neisser, founder of Renegade and CMO Huddles and author of The CMO’s Periodic Table, and Renegade Marketing: 12 Steps to Build Unbeatable B2B Brands.
Tags: Customer Experience, Digital Transformation, Marketing
S4 | EPISODE 253: THE FUTURE OF NONPROFITS WITH SINDY YEH AND STEVE BLAIR
The Agile Brand
June 17, 2022
Welcome to a special episode of the show brought to you in partnership with Arlington Economic Development, where we discuss issues related to the workforce, the role of place in the future of work, and the role of the creative sector in a larger business context. We call this Return on Creativity.
Tags: Customer Experience, Digital Transformation, Entrepreneurship
#252: Automation in the workforce with Aaron Kwittken, PRophet
The Agile Brand
June 14, 2022
Today we’re going to talk about the use of automation and machine learning in the workforce, and how it can be used as a force multiplier for organizations to be more agile and increase the quality of their work. To help me discuss this topic, I’d like to welcome Aaron Kwittken, Founder & CEO of PRophet.
Tags: Customer Experience, Digital Transformation, Entrepreneurship
#251: Creating a Consistently Great Customer Experience, with Wendy Pravda, Medallia
The Agile Brand
June 10, 2022
Today we’re going to talk about how to ensure your organization takes a structured approach to providing a consistently great customer experience through CX governance. To help me discuss this topic, I’d like to welcome Wendy Pravda, Principal Customer Experience Advisor at Medallia.
Tags: Customer Experience, Digital Transformation, Agile
#250: The Future of ESG with Chuck Amman, Semtech
The Agile Brand
June 07, 2022
Today we’re going to talk about the importance of ESG, or Environmental, Social and Governance initiatives as a part of corporate citizenship. To help me discuss this topic, I’d like to welcome Chuck Ammann, EVP, Chief Legal Officer and Chief ESG Officer at Semtech.
Tags: Customer Experience, Digital Transformation, Sustainability
S4 | EPISODE 249: DIFFERENTIATION IN A CROWDED MARKETPLACE WITH MATTHEW STIBBE, CEO ARTICULATE MARKETING
The Agile Brand
June 03, 2022
Today we’re going to talk about differentiation in crowded marketplaces. To help me discuss this topic, I’d like to welcome Matthew Stibbe, CEO of Articulate Marketing, entrepreneur, pilot, wine enthusiast, and more!
Tags: Customer Experience, Digital Transformation, Marketing
S4 | EPISODE 248: THE VISIONARY / MANAGER BINARY WITH DARBY VANNIER, AUTHOR OF THE INDISPENSABLE LEADER
The Agile Brand
May 31, 2022
Today we’re going to talk about successful leadership and breaking out of the visionary/manager binary To help me discuss this topic, I’d like to welcome Darby Vannier, Director of Operations & Technology and author of The Indispensable Leader.
Tags: Customer Experience, Digital Transformation, Leadership
S4 | EPISODE 247: ADVERTISERS AND DATA PRIVACY WITH CAMERON HORTON, ATTRIBUTION
The Agile Brand
May 27, 2022
Welcome to a special episode of the show brought to you Attribution, an advanced multi-touch attribution company that empowers every marketer with the data to convert more buyers and maximize ROI. You can learn more about Attribution at www.attributionapp.com
S4 | EPISODE 245: THE IMPORTANCE OF EMPLOYER BRANDING WITH ROY ABDO, DIGITAL REVAMP
The Agile Brand
May 20, 2022
Today we’re going to talk about the continued importance of employer branding, and why it is so important to be intentional about documenting and codifying culture, processes and the way internal communications are handled. To help me discuss this topic, I’d like to welcome Roy Abdo, CEO, Digital Revamp.
Tags: Customer Experience, Digital Transformation, Retail
S4 | EPISODE 244: IS YOUR BUSINESS READY TO RUN WITHOUT YOU? WITH JEFF FINNEY, AUTHOR AND ENTREPRENEUR
The Agile Brand
May 17, 2022
Is your business ready to run without you? Today we’re going to talk about learning to let go as a business owner and giving more control over to your team members. To help me discuss this topic, I’d like to welcome Jeff Finney, owner of Ultimate Cabinet Components, and Author of That’s It, I’m Fired.
Tags: Customer Experience, Digital Transformation, Entrepreneurship
S4 | EPISODE 243: PEOPLE, PROCESSES & PLATFORMS WORKING WELL WITH SONCIARY PEREZ, CO-FOUNDER, QUALA
The Agile Brand
May 13, 2022
Today we’re going to talk about building a smart, scalable customer success program that utilizes the best of people, processes, and software. To help me discuss this topic, I’d like to welcome Sonciary Pérez, Co-Founder of Quala, and Mentor with Techstars Boston.
S4 | EPISODE 242: SCALING YOUR BUSINESS WHILE MAINTAINING GREAT CX WITH TYLER "SULLY" SULLIVAN OF BOMBTECH GOLF
The Agile Brand
May 10, 2022
Today we’re going to talk about the importance of understanding your customers, as well as how to find ways to meaningfully scale your business while remaining successful. To help me discuss this topic, I’d like to welcome Tyler “Sully” Sullivan, entrepreneur and eCommerce Email Marketing Expert, and CEO of Bombtech Golf.
Tags: Customer Experience, Digital Transformation, Marketing
S4 | EPISODE 241: DELIVERING MEANINGFUL CUSTOMER AND BUSINESS VALUE WITH PREETHI MADHU, CEO, GREYAMP CONSULTING
The Agile Brand
May 06, 2022
Today we’re going to talk about going beyond the theory of agility and towards delivering meaningful customer and business value. To help me discuss this topic, I’d like to welcome Preethi Madhu, CEO, Greyamp Consulting.
S4 | EPISODE 240: UNITING PEOPLE, PROCESSES & PLATFORMS TOWARDS A COMMON GOAL WITH SUSAN ROTHWELL, CRO AT VERICAST
The Agile Brand
May 03, 2022
Today we’re going to talk about unifying sales teams and bringing people, processes, and platforms together to achieve a common goal. To help me discuss this topic, I’d like to welcome Susan Rothwell, CRO at Vericast.
S4 | EPISODE 239: CAREER AGILITY WITH ERIK CABRAL, ON AIR BRANDS
The Agile Brand
April 29, 2022
Today we’re going to talk about the importance of agility in your career and how to know when to make a big or even a little change. To help me discuss this topic, I’d like to welcome Erik Cabral, Founder & CEO of On Air Brands
Tags: Customer Experience, Digital Transformation, Agile
S4 | EPISODE 238: SUCCESS WITH GOOGLE ADS WITH SEAN MARSHALL, ATTRIBUTION
The Agile Brand
April 26, 2022
Today we’re going to talk about how both B2C and B2B marketers can utilize Google Ads for the greatest success, and how to overcome some of the challenges that recent changes have posed. To help me discuss this topic, I’d like to welcome Sean Marshall from Attribution.
S3 | Episode 237: Special Episode: The Power of Decision Intelligence with TEKsystems featuring Devang Pandya
The Agile Brand
April 22, 2022
For years, organizations have leveraged business intelligence dashboards to help users make data-driven decisions. Unfortunately, often the analytics platforms are chosen to fit the data rather than leading with what the company is trying to solve for. The sheer volume of data and lack of context provided can lead to poor decisions and less than ideal outcomes. That’s where decision intelligence comes in.
S4 | EPISODE 236: HOW PEOPLE AND PROCESSES RELATE TO TECHNOLOGY WITH SARA TAHERI, PRUDENTIAL FINANCIAL
The Agile Brand
April 19, 2022
Organizational change of any kind requires a mix of people, processes, and technology. While the technology component is an important aspect of this mix, it is often people and processes that have the most opportunity to allow an initiative to succeed… or fail. Today we’re going to talk about the importance of ensuring you are approaching the “people and processes” component of your change initiative in the right way. To help me discuss this topic, I’d like to welcome Sara Taheri, Chief Platform Owner for the Contact Center Transformation & Robotics at Prudential Financial.
S4 | EPISODE 235: STRENGTHENING YOUR BUSINESS, CUSTOMERS FIRST WITH PAULETTE CHAFE, ZENDESK
The Agile Brand
April 15, 2022
After nearly two years of continual adaptation and transformation, companies and their leadership need to start looking to the future in order to meet rising consumer expectations for service and overall experience. Today we’re going to talk about how leaders need to look to their customers in order to find ways to strengthen their business. Zendesk recently released its CX Trends 2022 report, which discusses key ways to improve your bottom line by putting customers first. To help me discuss this topic and the Zendesk CX Trends 2022 report, I’d like to welcome Paulette Chafe, Head of Consumer Insights & Research at Zendesk.
Tags: Customer Experience, Digital Transformation, Leadership
S4 | EPISODE 234: BUILDING PLACES FOR THE FUTURE OF WORK WITH MARIAN MARQUEZ, ARLINGTON ECONOMIC DEVELOPMENT
The Agile Brand
April 12, 2022
While hybrid and remote work are here to stay in many roles across most industries, there is an even greater need for the creation of spaces that can incorporate what the workforce needs to both live and work. Today we’re going to talk about what it takes to build a place for the future of work. To help me discuss this topic, I’d like to welcome Marian Marquez, Director, Business Investment Group at Arlington Economic Development.
S4 | EPISODE 233: VOICE OF THE CUSTOMER AND PRODUCT ROADMAPS WITH MATT YOUNG, USER VOICE
The Agile Brand
April 08, 2022
Today we’re going to talk about the role of the voice of the customer in driving product roadmaps. To help me discuss this topic, I’d like to welcome Matt Young, CEO of User Voice.
S4 | EPISODE 232: PREDICTIVE BRAND INTELLIGENCE WITH GRANT MCDOUGALL, CO-FOUNDER AND CEO, BLUEOCEAN
The Agile Brand
April 05, 2022
Today we’re going to talk about using AI and Machine learning to achieve predictive brand intelligence, and what this means for marketers in a shift to a world of first-party data strategies. To help me discuss this topic, I’d like to welcome Grant McDougall, Co-Founder & CEO of BlueOcean.
S4 | EPISODE 231: SUCCESS OUTSIDE YOUR COMFORT ZONE WITH DAVID WOOD, FOCUS.CEO
The Agile Brand
April 01, 2022
Today we’re going to talk about the value of experimentation and getting outside of your comfort zone, and how this can lead to results both personally and professionally. To help me discuss this topic, I’d like to welcome David Wood, High-Performance Coach and Founder of Focus.ceo
S4 | EPISODE 230: EXPERIENCE LEVEL AGREEMENTS WITH WESTON MORRIS, UNISYS
The Agile Brand
March 29, 2022
Today we’re going to talk about XLAs - experience level agreements, and how they have an opportunity to transform how IT products and services are delivered and measured. To help me discuss this topic, I’d like to welcome Weston Morris, Director of Global Strategy - Digital Workplace Services, Unisys .
S4 | EPISODE 229: BUSINESS GROWTH THROUGH CUSTOMER INSIGHTS WITH DARSHAN METHA, IRESEARCH.COM
The Agile Brand
March 25, 2022
Today we’re going to talk about the value of customer insights to business growth and how organizations can more easily understand their key audiences. To help me discuss this topic, I’d like to welcome Darshan Mehta, Founder of iResearch.com and ConnectQik.com, and author of the book, “Getting to Aha! Today’s Insights Are Tomorrow’s Facts”.
S4 | EPISODE 228: MEANINGFUL TWO-WAY CUSTOMER RELATIONSHIPS, WITH MATT GILLIN, CEO OF RELAY NETWORK
The Agile Brand
March 22, 2022
Today we’re going to talk about the current state of customer engagement, and what organizations can do to improve customer relationships by nurturing meaningful two-way relationships. To help me discuss this topic, I’d like to welcome Matt Gillin, CEO of customer engagement platform Relay Network.
S4 | EPISODE 227: TELLING THE STORY OF INNOVATION, WITH JON EBERT, JOHN DEERE
The Agile Brand
March 18, 2022
Today we’re going to talk about the value of storytelling for brands that continue to evolve as the role of technology continues to grow within even the most established of industries. To help me discuss this topic, I’d like to welcome Jon Ebert, Manager, North American Public & Industry Relations at John Deere, a company that was founded in 1837, and continues to evolve and innovate, as its image continues to shift from being an equipment company to the tech company it truly is at heart.
Tags: Customer Experience, Digital Transformation, Innovation
S4 | EPISODE 226: WINNING OVER CX SKEPTICS, WITH SAMI NUWAR, MEDALLIA
The Agile Brand
March 15, 2022
Today we’re going to talk about CX skeptics and how to win them over to adopting customer-centric thinking in a meaningful way. To help me discuss this topic, I’d like to welcome Sami Nuwar, Customer Experience Advisory at Medallia.
S4 | EPISODE 224: CX AND THE GREAT RESIGNATION WITH PATTY SOLTIS, KINETIC EDGE CONSULTANTS
The Agile Brand
March 08, 2022
Today we’re going to talk about the connection between employee experience and CX results, and how The Great Resignation is affecting the customer experience. To help me discuss this topic, I'd like to welcome Patty Soltis from Kinetic Edge Consultants.
S4 | EPISODE 223: PEOPLE, PROCESSES, TECHNOLOGY, & CX WITH STEVEN PETRUK, CGS
The Agile Brand
March 04, 2022
Today we’re going to talk about the continued evolution of customer experience, and how people, processes, and technology play critical roles. To help me discuss this topic, I’d like to welcome a guest with more than 20 years of experience in IT, infrastructure, and customer service including prior roles at Toshiba and IBM: Steven Petruk, President of Global Outsourcing at CGS.
The Agile Brand Guide to Customer Journey Orchestration by Greg Kihlström is the latest in the Agile Brand Guides series
Martech Series
November 15, 2022
In this second Agile Brand Guide, Customer Journey Orchestration Platforms are explored and demystified. The Agile Brand Guide to Customer Journey Orchestration Platforms: Evaluating, Buying, and Implementing a CJO for Marketers by Greg Kihlström is now available in print as an ebook.
Tags: Customer Experience, Digital Transformation, Marketing
CMSWire Profile on Greg Kihlstrom
CMSWire
August 03, 2021
Greg is a best-selling author, speaker, and entrepreneur. He has worked with some of the world’s leading organizations on customer experience, employee experience, and digital transformation initiatives, both before and after selling his award-winning digital experience agency in 2017.He has worked with some of the world’s top brands, including AOL, Choice Hotels, Coca-Cola, Dell, FedEx, GEICO, Marriott, MTV, Starbucks, Toyota and VMware. He currently serves on the University of Richmond’s Customer Experience Advisory Board, and is Lean Six Sigma Black Belt certified, and holds a certification in Business Agility from ICP-BAF.
He currently provides consulting, training, and speaking services at The Agile World, and writes for top publications while working on his latest book. His podcast, The Agile World with Greg Kihlström is available on all major outlets.
Tags: Customer Experience, Digital Transformation, Marketing
Greg Kihlström on Crunchbase
Crunchbase
August 01, 2021
Greg is a best selling author, speaker, and entrepreneur. He is currently President and Chief Experience Officer at Cravety, after selling his digital experience agency, Carousel30, in 2017. He has worked with some of the world’s top brands, including AOL, Choice Hotels, Coca-Cola, GEICO, Marriott International, MTV, Starbucks, Toyota and VMware.He currently serves on the University of Richmond’s Customer Experience Advisory Board, and was the founding Chair of the American Advertising Federation’s National Innovation Committee, and served on the Virginia Tech Pamplin College of Business Marketing Mentorship Advisory Board.
Greg’s newest book, The Center of Experience (2020) talks about how customer and employee experience can be operationalized into a cohesive brand experience. He wrote another book on customer and employee experience called Digital Delight (2019), that focuses on designing, implementing, and measuring CX and EX. Greg’s previous book, The Agile Consumer (2019) explores the most recent shifts in the brand-consumer relationship and how companies must become more agile across their entire operation to remain successful. The Agile Brand (2018), follows the evolution of branding from its beginnings to the authentic relationship with brands that modern consumers want, and gives practical examples of what you can do to create a more modern, agile brand while staying true to your core values. His first book, The Agile Web (2016), discusses the changing landscape of digital marketing and customer experience. His podcast, The Agile World, launched in early 2019 and discusses brand strategy, marketing, and customer experience.
Greg was named a 2018 50 on Fire winner from DC Inno as one of DC’s trendsetters in Marketing. He is a regular contributing writer to Forbes, and has been featured in publications such as Advertising Age, SmartCEO, Website Magazine, and The Washington Post. He’s participated as a keynote speaker, panelist and moderator at industry events around the world including Internet Week New York, Internet Summit, EventTech, SMX Social Media, Social Media Week, Mid-Atlantic Marketing Summit, ABA Bank Marketing Summit, and VMworld. He has guest lectured at several schools including VCU Brandcenter, Georgetown University, Duke University, American University, University of Maryland, Howard University and Virginia Tech.
Muck Rack Profile for Greg Kihlstrom
Muck Rack
June 02, 2020
Greg is a best selling author, speaker, and entrepreneur. He has worked with some of the world’s leading organizations on customer experience, employee experience, and digital transformation initiatives, both before and after selling his award-winning digital experience agency, Carousel30, in 2017. He has worked with some of the world’s top brands, including AOL, Choice Hotels, Coca-Cola, Dell, FedEx, GEICO, Marriott, MTV, Starbucks, Toyota and VMware. He currently serves on the University of Richmond’s Customer Experience Advisory Board, was the founding Chair of the American Advertising Federation’s National Innovation Committee, and served on the Virginia Tech Pamplin College of Business Marketing Mentorship Advisory Board. Greg is Lean Six Sigma Black Belt certified, and holds a certification in Business Agility from ICP-BAF.
Tags: Business Strategy, Customer Experience, Marketing
1 Visiting Lecturer
Lecture on Agile Branding
Virginia Tech Pamplin College of Business
October 17, 2018
Greg Kihlström was a visiting lecturer at Virginia Tech's Pamplin College of Business in Fall of 2018, speaking to a Marketing class at the Blacksburg, VA campus
Tags: Digital Transformation, Emerging Technology, Marketing
6 Webinars
Omnichannel Personalized Experiences: 3 Components of a Winning eCommerce Platform
CMSWire
July 27, 2022
While brands know that customers increasingly expect more personalized experiences across all channels and devices, delivering on that promise is not without its challenges.
This live, hour-long webinar will talk about three key components of an omnichannel personalized customer experience, based on real-world experience and best practices.
This webinar will cover three primary areas:
Understanding the importance of a first-party data strategy and how it impacts the buyer's journey
Understanding how personalized content, offers, and actions can increase critical metrics such as revenue per session and customer lifetime value
Understanding ways to measure and optimize your e-commerce efforts to continuously improve your results
Tags: Digital Transformation, Emerging Technology, Marketing
Boston CXPA: Agile CX Roundtable
CXPA Boston Chapter
May 17, 2022
A follow up discussion with the Boston chapter of the Customer Experience Professionals Association (CXPA) about using agile practices within CX.
This interactive session will continue our November 3, 2021 agile CX discussion, diving deeper into how to meaningfully implement agile methods and work in an agile method even if the rest of your organization isn’t agile. We’ll also explore how to build a cross-disciplinary agile workflow as well as how to build the business and ROI case to help engage, educate, and gain internal support from stakeholders and executive sponsors.
The Metrics of Customer Experience, Part 1
University of Richmond CX Advisory Board
Fast Company: Aligning marketing operations with your marketing strategy
Investing in Employees for Improved Customer Experience
Are we really ready for an AI-driven Customer Experience? Part 3
Are we really ready for an AI-driven Customer Experience? Part 3
Are we really ready for an AI-driven Customer Experience? Part 2
Data, Data Everywhere, But Do You Know What to Do with It?
Are we really ready for an AI-driven Customer Experience? Part 1
CustomerThink: Conversational Marketing and the Customer Experience
Combining Technology and Creativity for Standout Customer Engagement with Mariam Asmar, Braze
Fast Company: Meaningful uses of artificial intelligence for marketers
The Enterprisers Project: ChatGPT and beyond: AI and the customer experience
MarTech: North Star goals for category leaders: Agile, customer-centric culture
CMSWire: The AI Adoption Mindset: Augmentation and Collaboration
Forbes: Strategic Evaluation Of Your MarTech Stack
Quality Digest: Balancing Customer Insights With the Bottom Line
YFS: Here’s How World-Class Brands Deliver Lasting CX Results
Martechvibe: Achieving Maximum ROI From Personalised Customer Experiences
Know Your Buyer: Crafting a Robust, Personalized, Omnichannel Customer Experience
Fast Company: What leaders need to know about the health of their marketing technology stack
North Star goals for category leaders: Customer lifetime value model
MarTech: North Star goals for category leaders: First-party customer view
Sales & Marketing Management: Creating Success Through a Customer-First, Employee-Driven Approach
North Star goals for category leaders: First-party customer view
CustomerThink: Aiming for the Stars: Unlocking the Power of Personalization to Enhance Your Customer Experience
CMSWire: Understand, Serve, Listen: Building Your House of the Customer
Forbes: Benefits Of Using Conversational Marketing Approaches With Your Customers
B2B E-commerce and the Customer Experience with Rupesh Agrawal, CEO of Amla Commerce
MarTech: North Star goals for category leaders: One-to-one, omnichannel personalization
North Star goals for category leaders: One-to-one, omnichannel personalization
House of the Customer: Book Now Available + the Importance of the Customer Lifetime Value Model
Fast Company: Embracing the customer lifetime value model
First-party data strategies: an introduction for marketers
MarTech: The ROI of personalized experiences: Process measurements
The ROI of personalized experiences: Process measurements
Composable Customer Data Platforms with Florian Delval, ActionIQ Composable Customer Data Platforms with Florian Delval, ActionIQ
Forbes: A North Star for Personalized Customer Experience
MarTech: The ROI of personalized experiences: Content measurements
A North Star For Personalized Customer Experience
The ROI of personalized experiences: Content measurements
The Customer Experience Paradox: A Prediction for 2023
MarTech: The ROI of personalized experiences: Audience measurements
Meaningful Thanks for our Customers and Employees
It’s Time To Think About Experience Operations
How Customer Journey Orchestration Changes Your Marketing Approach
Defining Your Marketing Technology Philosophy
How customer journey orchestration affects process: Getting started on CJO
Preparing people for Customer Journey Orchestration: Getting started on CJO
The Benefits Of Drawing And Illustrating Your Concepts
Don’t Give Up On Your Process Just Yet
Failing at Agile? You're Doing It Wrong
CAPITOL COMMUNICATOR: FOREVER UNIFIED: CUSTOMER AND EMPLOYEE EXPERIENCE
Forever Unified: Customer and Employee Experience
Automation's Role in Customer-Centric Retail Operations
The Importance of an Initiative Prioritization Model — and Benefit for Customer Experience
Getting Ready For Customer Journey Orchestration
Improving CX with Conversational AI
Improving CX with Conversational AI, with Bob Summers, Goodcall — Greg Kihlström Customer…
Agility Is No Longer Optional in Business
Understanding When To Use Automation, Orchestration And Next Best Action
How To Take A Customer-First, Employee-Driven Approach To Business
The Employee-Customer Experience Connection
Delivering A Seamless Omnichannel Customer Experience
Building a Case for Centralized Content Management
How To Have Greater Success With Your Pilot Projects
How to Use Business Value to Prioritize Company, Customer Initiatives
The Importance Of Aligning People, Processes And Technology Amid Transformation Initiatives
S4 | EPISODE 225: ITERATING TOWARDS GENIUS WITH MIKE ZELLER, AUTHOR OF THE GENIUS WITHIN
The 3 Key Components of a First-Party Data Strategy
Using An Agile Approach For Marketing Success
Understanding the Key Components of a Customer Data Platform
Getting Maximum ROI From Your Personalization Efforts
Key Considerations For Implementing Customer Journey Orchestration
How The Great Resignation Is Affecting The Customer Experience
Your Company’s Biggest Investment In Customer Experience Is Your People
How Cognitive Biases Can Create A Negative Customer Experience
What Digital Transformation Is, And What It Is Not
Real-Time Insights Are The Future Of Customer Experience Measurement
Why You Need Real-Time Insights to Improve Customer Experience
When A Great Customer Experience Requires Digital Transformation To Succeed
Why NPS Should Not Be Your Only Customer Experience Metric
Focusing On The Most Meaningful Metrics
Embracing agile creativity, Part 3: how to use process to be more successful with creative projects
Embracing agile creativity, Part 2: how process can enable greater creativity — Greg Kihlström
Embracing agile creativity, Part 1 — Greg Kihlström
How To Create A Great Remote Employee Experience
Upskilling Creates An Agile Workforce
How Hybrid Teams Are Critical To Growth
How Do You Measure Company Culture?
Company Culture and the Center of Experience
Introducing the Center of Experience
15 Essential Business Book Recommendations for 2020 — Greg Kihlström
Human-computer integration and the foundations of an agile future
True augmented reality and the foundations of an agile future
Democracy of information and the foundations of an agile future
The agile consumer is an empowered consumer
The Four Rules of Success with the Agile Consumer
Commentary: Our brave new world of communication
The Agile Brand Guide to Agile Marketing Implementation
House of the Customer: A blueprint for one-to-one, customer-first, employee-driven business transformation
The Agile Brand Guide to Customer Data Platforms: Evaluating, buying, and implementing a CDP for marketers - audiobook
Digital Delight: Second Edition: Planning, measuring, and optimizing great digital customer and employee experiences - audiobook
The Agile Brand Guide to Customer Journey Orchestration : Evaluating, buying, and implementing a CJO platform for marketers
The Agile Brand Guide to Customer Data Platforms: Evaluating, buying, and implementing a CDP for marketers
The Agile Brand Guide to Customer Data Platforms: Evaluating, buying, and implementing a CDP for marketers
The Agile Workforce: Automation, Decentralization, and Their Role in the Future Workforce
Meaningful Measurement of the Customer Experience
The Center of Experience: A blueprint for creating the experience-led enterprise
The Agile Consumer: Navigating the Empowered Economy and the Future of Customer Experience
Digital Delight: Planning, measuring, and optimizing great digital customer experiences
Ever Seeking: The History and Future of Search
The Agile Web: A Challenge to Re-Examine the Methods and Processes Used to Plan, Enhance, and Optimize Websites
Utilizing Agile to Improve Marketing & Digital Transformation
Introduction to Customer Data Platforms
Forever Unified: Customer and Employee Experience
Founder and Principal, The Agile World, LLC
Signal Awards for Podcast Excellence
DSF 23 - CX Governance Workshop
The Agile Brand: Creating authentic relationships between companies and their customers
October Speaker Series with Greg Kihlström
Return on Creativity: The Agile Brand Book Release Keynote
Video Interview: Are we ready for an AI-driven customer experience?
Enterprise Podcast Network: If You Want to Lead in Business, the Customer Comes First
Market Impact Insights: House of the Customer - Greg Kihlstrom
Episode 162: Demystifying CDP with Greg Kihlström
CONTACT CENTER INDUSTRY PREDICTIONS FOR 2023
12 tips to strengthen cross-company communication
15 Potential Game Changers For Underperforming Campaigns
Greg Kihlström: King of Agile
The Agile Brand logo New Book House of the Customer by Greg Kihlström Discusses How Brands Can Create the Personalized Customer Experience of the Future
Digital Experience Summit: How AI is Evolving the Customer Experience
Live with CXPA: Exploring CX Metrics and Measurement
S5 | 367: Professional Services and the Customer Experience Part 1, with Ryan Suydam, ClientSavvy
S5 | 357: Customer Engagement as Competitive Advantage with Glenn Weinstein, Chief Customer Officer, Twilio
S5 | 346: Winning in the subscription economy with Matthew Holman, Head of Growth and Cofounder, Qpilot.cloud
S5 | 342: User experience as employee experience with Caroline Roche, VP and Senior Partner, IBM
S5 | 341: Improving CX with Remote Video Support, with Rama Sreenivasan, CEO of Blitzz
S5 | 331: Retail Media Networks and First Party Data Strategies with Mary Matyas, MediaMath
S5 | 330: Improving processes to get better marketing results with Shafqat Islam, Chief Marketing Officer, Optimizely
S5 | 329: Maximizing Your Digital Experience Platform, with Jaina Baumgartner, RDA
S5 | 328: Composable platforms and the ecommerce customer experience with Filippo Conforti, Founder & CEO of Commerce Layer
S5 | 327: Public art and the future of work with Angela Anderson Adams, Arlington Economic Development
S5 | 326: The shared goal of customer centricity, with Amanda Ono, CHRO at Kroll
S5 | 325: Employee Experience in Tough Economic Times with Anne Jacoby, Spring Street Solutions
S5 | 324: Personalized content delivery and customer lifetime value with John Thomas, Chief Strategy Officer, Relay Network
S5 | 323: Automation in the workplace with Shawn Herring, CMO, airSlate
S5 | 321: Successful design processes with Amrita Mathur, VP of Marketing at Superside
S5 | 320: Using prediction to improve CX, with Andy Rossmeissl, Faraday
S5 | 319: CDPs and a First-Party Data Strategy with Jaina Baumgartner, RDA
S5 | 318: Personalizing the Customer Experience While Optimizing Data Privacy, with Lisa Routel, Verizon
S5 | 317: Creating tomorrow’s digital customer experience with Adeline Ashley from Sitecore
S5 | 316: How People, Process, and Platforms Affect the Employee Experience, with Joe Berger, WWT
S5 | 315: Consumer Data Privacy and the Customer Experience with Fiona Campbell-Webster, Chief Privacy Officer at MediaMath
S5 | 314: Design Thinking and the Customer Experience with Laurence Gonzalez, Commercial Bank at JPMorgan Chase
S5 | 313: Aligning CX Strategy with Challenges, Opportunities, and Leadership with Karen Mangia, Salesforce
S4 | 312: Storytelling and its role in the customer relationship, with Mark Nardone, Chief Marketing Officer at PAN Communications
S4 | 311: B2B Ecommerce and the Customer Experience with Rupesh Agrawal, CEO of Amla Commerce
S4 | 310: Growing and Scaling a Marketing Agency with Erik Huberman, CEO of Hawke Media
S4 | 309: Agile Approaches to AI & ML with Luke Arrigoni, Arricor AI
S4 | #308: Combining technology and design psychology to drive business success with Thomas Watkins, 3Leaf
S4 | 307: Direct Mail in a Digital Age with Dave Fink, CEO and Co-Founder, Postie
S4 | 306: Defining Success with Sheevaun Moran, Energetic Solutions
S4 | 305: Starting and Growing a Business Without Outside Capital with Bryan Clayton of GreenPal
S4 | 304: Employee wellbeing and expectations with Julius Geis, MUA
S4 | 303: Scaling startups with Paul Ruppert, Global Point View
S4 | Episode 302: Authentic personal brands with Jen Dalton, BrandMirror
S4 | Episode 301: Composable Customer Data Platforms with Florian Delval, ActionIQ
S4 | Episode 300: Fostering innovation inside and outside your company, with Kurt Schaubach, Federated Wireless
S4 | Episode 300: Black Friday Special: Warehouse and inventory strategy and the customer experience with Tina Williams, Ware2Go, a UPS Company
S4 | Episode 298: Harnessing the Power of Data to Improve the Customer Experience with Kaz Ohta, CEO of Treasure Data
Part 2: Achieving Business Agility: How to Build a Digitally Resilient Enterprise
S4 | EPISODE 272: FOREVER UNIFIED: CUSTOMER AND EMPLOYEE EXPERIENCE, WITH DAVID OSTBERG, MEDALLIA
S4 | EPISODE 267: SUCCESS WITH INFLUENCER MARKETING, WITH MAGDA HOUALLA, ASPIRE
S4 | EPISODE 266: THE BUSINESS VALUE OF PARTNER PROGRAMS WITH BERNIE KASSAR, XACTLY
S4 | EPISODE 265: PRODUCT MANAGEMENT & CX WITH NICHOLE MACE, VP PRODUCT GROWTH AT PENDO
S4 | EPISODE 264: THE POWER OF CUSTOMER COMMUNITIES WITH JAKE RANDALL OF COMMON ROOM
S4 | EPISODE 263: CONVERSATIONAL AI WITH BOB SUMMERS, GOODCALL
S4 | EPISODE 254: HYPER-PERSONALIZED CUSTOMER COMMUNICATIONS WITH ERIC FRANKEL, ADGREETZ
S4 | EPISODE 262: SUSTAINABLE STRATEGIC GROWTH FOR THE ENTERPRISE LEADER WITH STUART LEO, WAYMAKER.IO
S4 | EPISODE 261: INTRINSICALLY MOTIVATED TEAMS WITH PATRICK TOUHEY, AUTHOR OF FOREVER TEAMMATES
S4 | EPISODE 260: THE VALUE OF A STRONG BRAND STRATEGY WITH STEPHEN HOURAGHAN, BRAND MASTER ACADEMY
S4 | EPISODE 259: CITIZEN DATA SCIENTISTS, WITH TIM KRASKA, PROFESSOR, MIT AND CO-FOUNDER AT EINBLICK
S4 | EPISODE 258: HEALTHY ORGANIZATIONAL CULTURES WITH GARY DAVID, BENTLEY UNIVERSITY
S4 | EPISODE 257: MAKING BETTER MARKETING DECISIONS WITH BRAND TRACKING, WITH ANGELEY MULLINS, CMO, LATANA
S4 | EPISODE 256: AUTOMATION'S ROLE IN CUSTOMER-CENTRIC RETAIL OPERATIONS WITH DOUG LABAHN, CIN7
S4 | EPISODE 255: CREATING AN UNBEATABLE B2B BRAND WITH DREW NEISSER, RENEGADE
S4 | EPISODE 253: THE FUTURE OF NONPROFITS WITH SINDY YEH AND STEVE BLAIR
#252: Automation in the workforce with Aaron Kwittken, PRophet
#251: Creating a Consistently Great Customer Experience, with Wendy Pravda, Medallia
#250: The Future of ESG with Chuck Amman, Semtech
S4 | EPISODE 249: DIFFERENTIATION IN A CROWDED MARKETPLACE WITH MATTHEW STIBBE, CEO ARTICULATE MARKETING
S4 | EPISODE 248: THE VISIONARY / MANAGER BINARY WITH DARBY VANNIER, AUTHOR OF THE INDISPENSABLE LEADER
S4 | EPISODE 247: ADVERTISERS AND DATA PRIVACY WITH CAMERON HORTON, ATTRIBUTION
S4 | EPISODE 245: THE IMPORTANCE OF EMPLOYER BRANDING WITH ROY ABDO, DIGITAL REVAMP
S4 | EPISODE 244: IS YOUR BUSINESS READY TO RUN WITHOUT YOU? WITH JEFF FINNEY, AUTHOR AND ENTREPRENEUR
S4 | EPISODE 243: PEOPLE, PROCESSES & PLATFORMS WORKING WELL WITH SONCIARY PEREZ, CO-FOUNDER, QUALA
S4 | EPISODE 242: SCALING YOUR BUSINESS WHILE MAINTAINING GREAT CX WITH TYLER "SULLY" SULLIVAN OF BOMBTECH GOLF
S4 | EPISODE 241: DELIVERING MEANINGFUL CUSTOMER AND BUSINESS VALUE WITH PREETHI MADHU, CEO, GREYAMP CONSULTING
S4 | EPISODE 240: UNITING PEOPLE, PROCESSES & PLATFORMS TOWARDS A COMMON GOAL WITH SUSAN ROTHWELL, CRO AT VERICAST
S4 | EPISODE 239: CAREER AGILITY WITH ERIK CABRAL, ON AIR BRANDS
S4 | EPISODE 238: SUCCESS WITH GOOGLE ADS WITH SEAN MARSHALL, ATTRIBUTION
S3 | Episode 237: Special Episode: The Power of Decision Intelligence with TEKsystems featuring Devang Pandya
S4 | EPISODE 236: HOW PEOPLE AND PROCESSES RELATE TO TECHNOLOGY WITH SARA TAHERI, PRUDENTIAL FINANCIAL
S4 | EPISODE 235: STRENGTHENING YOUR BUSINESS, CUSTOMERS FIRST WITH PAULETTE CHAFE, ZENDESK
S4 | EPISODE 234: BUILDING PLACES FOR THE FUTURE OF WORK WITH MARIAN MARQUEZ, ARLINGTON ECONOMIC DEVELOPMENT
S4 | EPISODE 233: VOICE OF THE CUSTOMER AND PRODUCT ROADMAPS WITH MATT YOUNG, USER VOICE
S4 | EPISODE 232: PREDICTIVE BRAND INTELLIGENCE WITH GRANT MCDOUGALL, CO-FOUNDER AND CEO, BLUEOCEAN
S4 | EPISODE 231: SUCCESS OUTSIDE YOUR COMFORT ZONE WITH DAVID WOOD, FOCUS.CEO
S4 | EPISODE 230: EXPERIENCE LEVEL AGREEMENTS WITH WESTON MORRIS, UNISYS
S4 | EPISODE 229: BUSINESS GROWTH THROUGH CUSTOMER INSIGHTS WITH DARSHAN METHA, IRESEARCH.COM
S4 | EPISODE 228: MEANINGFUL TWO-WAY CUSTOMER RELATIONSHIPS, WITH MATT GILLIN, CEO OF RELAY NETWORK
S4 | EPISODE 227: TELLING THE STORY OF INNOVATION, WITH JON EBERT, JOHN DEERE
S4 | EPISODE 226: WINNING OVER CX SKEPTICS, WITH SAMI NUWAR, MEDALLIA
S4 | EPISODE 224: CX AND THE GREAT RESIGNATION WITH PATTY SOLTIS, KINETIC EDGE CONSULTANTS
S4 | EPISODE 223: PEOPLE, PROCESSES, TECHNOLOGY, & CX WITH STEVEN PETRUK, CGS
Greg Kihlström Profile on Fast Company
Boston CXPA: Agile CX Roundtable
Exclusive Content
