Compliance by design is a concept that focuses on incorporating compliance measures into the design and development of systems and processes from the very beginning. In the context of healthcare organizations, compliance by design refers to building privacy and data protection into the core of their operations, rather than treating it as an afterthought or a checkbox exercise.

The book Priority is Action, while different from most of my previous books as it is not as focused on marketing technology or customer experience specifically, was written for multiple reasons. 

This article was written by Greg Kihlström for MarTech. Understanding customer needs allows us to improve our offerings and build lasting, mutually beneficial relationships. This results in customers getting more relevant content, offers and experiences while the brand enjoys increased customer lifetime value.

The old tagline goes, “you never get a second chance to make a first impression.” Well, it’s still true in many things, and first impressions certainly matter in customer service.

Who among us hasn’t heard this phrase, or even uttered ourselves from time to time: “but that’s the way we’ve always done it.” After all, there is comfort in familiarity, and as someone who spends a lot of time in the area of marketing operations, there is efficiency when processes are repeated.

Continuous improvement is crucial for organizations to stay competitive and thrive in today's fast-paced business environment.

This article was written by Greg Kihlström for CMSWire. To thrive as a business and rise to change management challenges, you need to dig out of experience debt, technical debt, operational debt and culture debt.

Preparing for a first-party data strategy is crucial for brands in today's evolving landscape of data privacy regulations and cookie deprecation. This article is going to discuss the importance of a first-party data strategy, the challenges brands face in preparing for it, and the steps they can take to be successful.

This article was written by Greg Kihlström for MarTech. Learn the essentials of feedback loops, experimentation and agility to deliver continuous improvement in customer journey operations.

AI, or artificial intelligence, is transforming marketing teams in significant ways. In this podcast episode, the topic of AI as a marketing team member was discussed. The guest, Daniel Maloney, CEO and co-founder of Tailwind, shed light on how AI is fundamentally shifting the way marketers work and think about their work.

There are a lot of technologies, trends, and customer expectations in the world of eCommerce today. Today we’re going to talk about what brands need to do to stand out in an eCommerce world.

This article was written by Greg Kihlström for CustomerThink. Preparing for a first-party data strategy is crucial for brands in today’s evolving landscape of data privacy regulations and cookie deprecation.

This article was written by Greg Kihlström for Forbes Agency Council. AI provides marketers with a great opportunity to manage complex tasks, analyze vast amounts of data, and personalize customer experiences that benefit both customers and the business itself.

Today we’re going to talk about Customer Journey Orchestration with a focus on SMS and messaging to help brands drive greater customer engagement and personalize the customer experience for consumers that quickly grow impatient by being saturated with impersonal messages from the brands they support. In fact, according to a recent report by Twilio, two-thirds of consumers say they’ll quit a brand if their experience isn’t personalized.

If you're in marketing or customer experience, 30% of your job could be automated by 2030. Shouldn't you want more rewarding work anyway?

This article was written by Greg Kihlström for MarTech. The right governance structure is critical to creating, managing, and improving the customer experience utilizing tools like customer journey orchestration.

Healthcare organizations are increasingly turning to marketing analytics and advertising as a means of reaching and engaging with their target audiences.

In this article, I’m going to talk about the factors to consider when adopting generative AI so that you and your teams can go beyond simply jumping on the bandwagon and instead become power users.

Today we’re going to talk about the value of qualitative customer data, and how to use it well. To help me discuss this topic, I’d like to welcome Daniel Erickson. Founder & CEO at Viable, an AI analytics tool that enables businesses to instantly access and act on valuable insights from customer feedback.

This article was written by Greg Kihlström for CMSWire. It's likely already too late to pause adoption, but you can still establish an enterprise-wide stance on adoption and best practices for AI in business.