This article was written by Greg Kihlström for CMSWire.com - you can read the rest of the article here. 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.

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.

In this article, I’m going to talk through three key things to keep in mind as you plan and execute a pilot project for your next large initiative.This article was written by Greg Kihlström for Forbes. You can read the rest of the article here.

This article was written by Greg Kihlström for CMSWire. Enterprises are met with many priorities vying for attention, ranging from external pressures to pull ahead of the competition, to internal pressures to innovate for greater efficiency and productivity. This can make it hard to prioritize what should get done first and how to make sense of what will drive the most return on investment.

Today we're going to talk about how to create better customer experiences through more effective search and content discovery. To help me discuss this topic, I talked with Jason McClellan, CMO at Algolia, a leading api platform for search and dynamic experiences.

The following was transcribed from a recent interview on The Agile Brand with Greg Kihlström podcast. Today we’re going to talk about the healthcare customer experience and how customers are shifting their preferences to want better digital experiences. This means that healthcare providers need to keep up with these demands while providing better and more personalized experiences across channels that include both online and offline ones.

It took me way too long in my career to understand this, but in case there is someone starting out that, much like me, took feedback or questions as some type of affront to my knowledge and expertise, I hope this helps.

The following was transcribed from a recent interview on The Agile Brand with Greg Kihlström podcast. 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.

Today we’re going to talk about the growing need for businesses to adapt to heightened customer experience expectations. Between a continually changing business environment, to increasingly sophisticated consumers, this presents a need for companies to tackle these challenges from multiple angles and perspectives.

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.

This is the second in a two-part series on what we call the experience trifecta: combining technology, employee experience, and customer experience to create a better communication and collaboration environment that translates to better business outcomes. We’ll begin by exploring technology’s role and impact on the employee experience.

In this article, Greg Kihlström explores measurement and the customer journey so we can better understand how to effectively measure customer experience. Based on ideas and insights from his recent book, Meaningful Measurement of the Customer Experience.

The final 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. This article discusses return on experience.

This article was written by Greg Kihlström for CMSWire.com. You can read the rest of the article here. Customers continue to demand more personalized experiences, even leaving brands that fail to provide the level of service they expect. But at the same time customer expectations are rising, the data privacy demands that eschew third-party data harvesting and identity stitching are also growing in complexity.

Greg Kihlström wrote and contributed this article, based on ideas from his latest book, Meaningful Measurement of the Customer Experience. Read the full article here. If you ask most business leaders what their primary measures of success are, they can probably tell you pretty easily. But when they are given reports with statistics on a regular basis, the information presented starts to cloud the judgment of those reading those reports.

The sixth 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. This article discusses process measurement of CX.

Greg Kihlström wrote the following article for Forbes: read the rest here. 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.

The fifth 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. This article discusses product measurement of CX.

Article by Greg Kihlström for CMSWire.com. 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. While the term CDP is used frequently, there are many different definitions and combinations of features that these platforms use.

The fourth 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. This article discusses qualitative measurement of CX.