This article is based on a recent interview on The Agile Brand with Greg Kihlström podcast. The state of customer experience is continually changing, as brands increasingly compete based on the experience they can deliver to their customers across channels, and across the customer journey.

The brand of today and tomorrow must be an Agile one, nimble enough to adapt to fast-changing environments, and rooted in continually improving the people, processes, and systems that comprise it.

This article was written by Greg Kihlström for Forbes Agency Council. Let’s face it: Your customers don’t want to wait when they are ready to make a purchase. With 82% of consumers rating an immediate response as important when they have a sales question, delivering on that is crucial.

This article was based on a recent interview on The Agile Brand with Greg Kihlström podcast. Today we’re going to talk about how sustainability is no longer an option for brands, and why this is a benefit for both customers and the bottom line.

This article was written by Greg Kihlström for MarTech. Read the full article here. In this four-part series, we’re exploring four categories of artificial intelligence (AI), how they can meaningfully impact marketers and their customers and what to potentially avoid. Part one (Generative AI) is here.

This article was written by Greg Kihlström for CMSWire. How introducing or augmenting your marketing approach with conversational marketing can cause you to rethink your approach.

Here are some ways in which leaders and managers can be realistic about their teams’ usage of AI tools to enhance their work and be more productive. 

This article was written by Greg Kihlström for Forbes Agency Council. In your role, you may have a firm understanding of your target audiences and the segments you use to create campaigns and personalize content. You most likely do plenty of testing on different content and offer variations within those segments as well.

This article was written by Greg Kihlström for MarTech. Here's what you need to know about generative AI in marketing and why it's worth paying attention to.

Today we’re going to talk about the business value of creating a great employee experience. To help me discuss this topic, I’d like to welcome Annette Franz, Founder & CEO of CX Journey, and best-selling author.

This is part 2 of a 3-part video series where Matthew Egol of JourneySpark Consulting and Greg Kihlstrom talk about an AI-driven Customer Experience.

This article was written by Greg Kihlström for Fast Company Executive Board. When MOps is used effectively, it can provide the structure and governance to ensure you are starting, executing, and analyzing your marketing initiatives in the best possible manner.

If one of your marketing colleagues has said something similar to, “We tried Agile, and it didn’t work,” I have a simple response. If it didn’t work, you weren’t doing it right.

This article was written by Greg Kihlström for Indian Management. You can view the article in full here. By focusing on both the needs of your customers, as well as those of your employees, you can ensure that everyone’s best interests are taken into consideration when making decisions or driving forward key initiatives within your organisation.

This article was originally written by Greg Kihlström for CMSWire. Read the article in its entirety here. While it would be nice if we could provide every customer with their own personal concierge during the buying and post-purchase journey, for all but a handful of brands that simply isn’t possible.

This article was based on a transcript of The Agile Brand with Greg Kihlström podcast. Today we’re going to talk about digital customer service, and how it’s now essential for companies in every industry to embrace it if they haven’t already started doing so. To help me discuss this topic, I’d like to welcome Ragy Thomas, Founder & CEO, Sprinklr, a provider of enterprise software for customer experience management.

The following article was written by Greg Kihlström for StrategyDriven. Measuring ROI from personalized content campaigns and customer experiences is not always easy, but it is possible if you use the right metrics and analyze them correctly.

The following was written by Greg Kihlström for Forbes Agency Council. Your marketing technology stack is a critical part of your infrastructure. It enables you to acquire and retain customers while providing your teams with the tools they need to be successful in creating, managing and measuring content, campaigns and customer journeys.

This article was originally published on CEOWorld Magazine. The customer experience (CX) is the grand sum of all interactions between a company and its customers. It’s the lasting impression that a business leaves on its patrons, and it’s one of the most important elements when it comes to creating long-term relationships with customers.

By Matthew Egol and Greg Kihlstrom . In this final part of the series, we’re going to look at how to best integrate AI and CX in a meaningful way.