The following was written by Greg Kihlström for Quality Digest. Customer loyalty and lifetime value are highly prized in today’s competitive environment. Smart businesses know that a major point of competitive advantage (or failure) can be the type of customer experience they provide.

The following was written by Greg Kihlström for YFS Magazine. Read the article in its entirety here.

Greg Kihlstrom, Principal & Chief Strategist at GK5A, reveals how to build long-term brand success by building frameworks that deliver on fundamentals.

This article was originally written by Greg Kihlström for Martechvibe. You can view the original article here. Personalisation has become an increasingly important part of modern marketing strategies, especially when it comes to engaging customers online, where competition for attention can be fierce.

This article was originally written by Greg Kihlström for SmallBizClub. Read the original article here. A fantastic customer experience is the key to a customer-first, employee-driven business transformation. When you call to check on a refund and the customer service representative immediately recognizes you and the purpose of your call, can tell you when the refund is going to hit your bank account, and can solve any sizing or selection issues that may have led you to seek a return, demands a new way of thinking about customer service.

In this article for Fast Company Executive Board, Greg Kihlström discusses what marketing leaders need to know about the health of their marketing technology stack, including the importance of data management, the role of integration, and the need for continuous optimization.

Greg Kihlström wrote this article for MarTech as the third of a four-part series on the North Star goals that set category leaders apart from their peers.

Article written by Greg Kihlström for MarTech. Today’s customers have two, sometimes opposing needs. They want to receive highly personalized content, offers and experiences while maintaining a high level of data privacy. Enhancing the customer experience and acting as good stewards of customers’ private information is a win-win for brands.

Today’s business leaders have to take into account many different yet equally important priorities, making for a complex professional landscape characterized by competing demands on their time. Business leaders engaged in sales and at the same time keeping employees involved and happy, face challenges daily.

Delivering a great customer experience is essential for any business. In today’s competitive landscape, it’s not enough to simply offer a good product or service. It’s also essential to make sure that customers have an enjoyable and positive experience throughout their entire journey with your company. That’s where personalization comes in.

Written by Greg Kihlström for CMSWire. How are you building your house of the customer? It starts with recognizing your customers' preferences and habits and evolves as they evolve.

Conversational marketing approaches can take several forms—from automated chatbots that present a predetermined set of choices, to conversational AI that can adapt and respond to more free-form questions posed by customers and prospects, to live chat solutions that have humans answering questions via a chat interface in a similar manner that they might if a customer called via phone.

Based on a transcript of a recent podcast interview. We talk about the current state of B2B ecommerce and what lies ahead for brands. To help me discuss this topic, I’d like to welcome Rupesh Agrawal, CEO of Amla Commerce, makers of Znode, an enterprise B2B ecommerce platform and Artifi, an ecommerce product customization platform.

Greg Kihlström wrote this article for Fast Company. Here are three key components that brands should put in place in order to successfully adopt a customer lifetime value model. 

As a marketer, you know that data is an essential component of any successful marketing campaign. By collecting and analyzing data, you can gain insights into your customers' preferences, behaviors, and demographics, which can help you tailor your marketing efforts to better meet their needs and interests.

This article was written by Greg Kihlström for MarTech. Looking at the methods used to personalize, how efficiently they are performed and how they are improved over time is part of measuring ROI.

This article is based on a transcript from The Agile Brand with Greg Kihlström podcast. We’re going to talk about the future of CDPs, and how Composable Customer Data Platforms point a way to how brands can utilize their data in a flexible and sustainable manner. ActionIQ recently put out The Enterprise Guide to Composable CDPs, which helps shed some light on this topic. To help me discuss this in more depth, I’d like to welcome Florian Delval, Director, Technical Product Marketing Manager at ActionIQ.

The following post was written by Greg Kihlström for Forbes. As a marketing leader, it is hard to avoid the continual barrage of statistics showing how consumers prefer and respond better to a more personalized experience before, during and after a sale. This leads to the question: What exactly makes a great experience, and what principles should guide our brand as we plan the customer experience of the future?

The following was written by Greg Kihlström for MarTech. Read the full article here.

While doing personalization well poses challenges to even the most sophisticated brands, offering personalized customer experiences is increasingly becoming a distinguishing factor in high-performing companies. 

Companies excelling at personalization can generate up to 40% more revenue than those deemed average at it, according to McKinsey.

In 2023, we are going to see the clash of these two extremely important areas for brands and marketers. One one hand, they seem at odds with each other. How can a brand actively try to collect more data about an individual in order to personalize their experience, while also minimizing the amount of risk of falling out of compliance with consumer data privacy regulations?