Greg Kihlström wrote this ebook for Medallia. Visit the Medallia website to download

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.

When translated to a business context, time ranks up there with information or data as one of the most valuable non-tangible assets. Therefore, choosing what to do, and having reasonable certainty that it is the right thing to do, is increasingly important.

This is not for a lack of things to do, however. I would venture to say that no successful organization has the challenge of not having enough to do. Instead, there are likely many competing priorities that all have good reasons (depending on who you ask) for being moved to the top of the queue. One incredibly useful tool in order to help take a long list of potential initiatives or projects that all seem of prime importance and sort into an order of importance is a prioritization model. This is essentially a ranked list of items from most important to least.

Transcribed from a recent episode of The Agile Brand podcast. 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.

This article was originally published through Forbes Agency Council. Read the original here. Customer journey orchestration promises a seamless experience for your customers and greater revenue through timely and relevant offers and actions. These types of experiences create customers who buy, buy more often and bring their friends along as well. Getting to that point, however, takes careful planning, coordination across teams and choosing the right platforms and metrics to tie it all together.

This was taken from a transcript of The Agile Brand podcast. 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.

From a transcript of the podcast recorded earlier: 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.

Based on my podcast interview where we talk about experience design from a systems perspective and what creates a healthy organizational culture. To help me discuss this topic, I welcome Gary David, Professor of Sociology, Information Design, and Corporate Communication at Bentley University.

This article was written by Greg Kihlström for CMSWire. Read the rest of the article here. 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. Once relegated to software engineering teams, IT departments and other technology-centered practice areas, agile has made inroads to almost every area of business today. Yet many companies, and teams within companies, still are either reluctant to adopt more agile practices, or take steps to formalize the nascent agile practices they have already.

The latest article by Greg Kihlström for Forbes Agency Council. 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.

From a transcript of the recent podcast episode. 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 following was transcribed from a recent interview on The Agile Brand with Greg Kihlström podcast. 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 the Zendesk CX Trends 2022 report, I recently spoke with Paulette Chafe, Head of Consumer Insights & Research at Zendesk.

Multi-touch attribution is a marketing measurement method that accounts for every touchpoint on the buyer's journey and designates credit to each channel based on its effectiveness in driving conversion. With MTA, you can now allocate your marketing spend appropriately. Preparing for multi-touch attribution success involves answering a number of questions.

Today we’re going to talk about the relationship between customer experience, employee experience, and business experience. To help me discuss this topic, I’d like to welcome Leon Gilbert, Senior Vice President & General Manager at Unisys - Digital Workplace Services.

This article was originally written for Forbes Agency Council. You can find the original article here. 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.

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.