Today we’re going to talk about the coming data privacy changes that will affect marketers, such as third-party cookie and mobile device ID changes. These important methods of tracking and understanding users and their behavior are being modified, which is going to affect your marketing, advertising, and attribution. We’re going to discuss what marketers can do to stay ahead of this.

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. This understanding helps employees become more motivated to help customers, and anticipate new potential challenges for customers.

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

This article was originally written for Forbes Agency Council. Read the original here. 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.

Today we're going to talk about high-performance teams, the business value they create, and how to create these teams. To help me discuss this topic, I’d like to welcome John Estafanous, Founder & CEO of RallyBright.

The following was transcribed from a recent interview on The Agile Brand with Greg Kihlström podcast. Today we're going to talk about technical debt and how companies can manage this as they continue to feel the effects of pressure to continually modernize and implement more features and services to serve customers effectively.. To help me discuss this topic, I’d like to welcome Imran MacMillan, Director of Application Modernization at NTT DATA Services.

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

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.

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.