Optimizing customer experience is table stakes these days, as we all know. Doing so consistently, and in a way that balance organizational strategy with competitive pressures, and customer expectations in a consistently improving way can be a challenge, however.

Customer journey analytics is a powerful tool that allows brands to optimize and personalize the customer experience.

This article was written by Greg Kihlström for CMSWire. Uncover the six critical elements of impactful customer journey management & operations to boost your customer experience and foster loyalty

This article was based on a recent podcast interview with Scott Love of Lovelytics. We talk about artificial intelligence and machine learning in the enterprise, where it is today and where it’s currently headed, as well as the role of place in building talented data and technology teams.

This article was written by Greg Kihlström for MarTech. 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.

Written by Greg Kihlström for Forbes Agency Council. There comes a time in a website’s life when it needs to be improved. You might start hearing anecdotes that your sales team stops sending anyone there because it is “out of date” or your SEO traffic is tanking because your code doesn’t take into account the latest best practices.

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.