This article was originally written by Greg Kihlström and posted on Martech.org. In this three-part series, I will explore how marketers can measure performance and returns when creating personalized customer experiences. I will also cover several questions that any organization should ask before embarking on what could potentially be a large-scale initiative.  

Today we’re going to talk about the future of podcasting with someone who has been at the center of this movement since he founded his company in 2015. To help me discuss this topic, I’d like to welcome Josh Nielsen, Founder & CEO at Zencastr.

This article was written by Greg Kihlström for Forbes. The original article can be found here.

By now, you’ve probably heard the term “digital transformation” more times than you can count. But didn’t it sound kind of exciting the first time you heard it? It promises big changes that should improve the lives of customers and employees, all while making the company a lot more money.

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.

Transcribed from a podcast episode. Today we’re going to talk about creating a great post-purchase Customer Experience. To help me discuss this topic, I’d like to welcome Irina Poddubnaia, Founder of TrackMage.

This article was written by Greg Kihlström for Fast Company. Read the full article here.

Though it is beyond being a cliche at this point, I believe that people will stop talking about change being the only constant in business and life (aside from death and taxes) only when it stops being true. What does this mean for current and aspiring leaders?

In this article, I’m going to talk about the ways that 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.

This article is based on a transcript of our interview for The Agile Brand podcast. Today we’re going to talk about the use of 3D in retail and beyond. To help me discuss this topic, I’d like to welcome Beck Besecker, Co-Founder and CEO of 3D Cloud by Marxent.

There is much talk about customer data platforms (CDPs) amongst marketers these days. To make things more complex, the CDP category includes a lot of different types of platforms that have varying types of functionality and features.

In this article, I’m going to discuss three important criteria to consider before you buy a CDP, and there should be something of value whether you have or haven’t already made a decision to invest in a CDP.

Today's customer is on multiple devices and channels, and wants a seamless experience as they interact with brands whenever, wherever, and however they want. This can provide challenges for even the most customer-centric brands, which require solutions that allow the planning, creation, delivery, management, and testing of campaigns and content across multiple channels that deliver a great customer experience.

This article was originally written by Greg Kihlström for Forbes. View the original article here.

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.

Customer journey orchestration (CJO) is supported by many platforms in addition to a single CJO application. Orchestration requires that omnichannel content management, customer data, testing and personalization, as well as analytics and reporting platforms are aligned. Therefore, we need to keep all of these in mind as we plan for CJO implementation.

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.

Digital access has been more available than ever. A report by the Pew Research Center on mobile tech and home broadband notes that U.S. smartphone ownership and home broadband subscriptions have increased from 2019 to 85% and 77% respectively. However, despite a vast majority having access to these technologies, some people still face access difficulties.

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.

This article was originally posted at MarTech.org. You can read the original here.

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.

Based on a transcript of a recent podcast episode. Today we’re going to talk about the importance of executive leadership in branding and marketing of successful companies. To help me discuss this topic, I’d like to welcome Bonnie Habyan, CMO at X-Caliber Capital, and author of The World According to Bess which was just released.

This article was written by Greg Kihlström for MarTech. You can read the full article here.

Customer Journey Orchestration (CJO) offers brands the ability to create omnichannel personalized experiences for consumers, which increases the likelihood of both initial conversions and long-term loyalty. Doing this well requires a combination of people, process, and platforms working in harmony. This means that in order to understand how to be successful, we should look at it in terms of those three categories: people, processes, and platforms.

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.

Transcribed from a recent podcast episode. Greg talks about how to be successful with an authentic influencer marketing campaign with Magda Houalla, Director of Marketing Strategy at Aspire.