Greg Kihlström, a speaker at DX Summit 2022, was featured in this article that recaps some of the highlights of the conference.

Here is the excerpt that features Kihlström:

Greg Kihlstrom, principal and chief strategist at GK5A, said companies are striving to provide personalized, multi-channel communication and “always on” communication.

“We’re not just marketers, we’re not just orchestrating what we think the customer should see and when they should see it,” Kihlstrom said. “We’re actually listening to and responding to that customer in the moment. Oddly enough, AI and technology are making things feel more personalized than something that is orchestrated by a human.”

Kihlstrom said that listening and understanding customers, combined with research and development, will help companies lay the foundation for keeping customers happy. Companies need to test, measure, optimize and improve their CX strategies to increase performance over time.

You can read the rest of the article on CMSWire.com here