While agile started in the world of software engineering and manufacturing, it has quickly become a driving force behind successful change and transformation initiatives in all aspects of business. This includes customer experience as a standalone practice, as well as how CX is incorporated into digital transformation initiatives.
This session will explore how to apply agile principles to customer experience initiatives, and why that can achieve better results in a shorter amount of time, with less costly mistakes and better learning. It will talk both at a high level of how to think about applying agile principles to your CX work, as well as offer insights from firsthand experience doing so at a leading organization.
Key Takeaways
This session will provide attendees with a better understanding of the following:
What is agile and how can it relate to customer experience?
Why do agile approaches give better results?
How can you get started adopting agile in your CX?
Lessons learned from first-hand experience
Featured Speaker
Greg Kihlstrom, The Agile World
Greg is a best-selling author, speaker, and entrepreneur, currently an advisor and consultant to top companies on customer experience, employee experience, and digital transformation initiatives. Previously he sold his award-winning digital experience agency, Carousel30, in 2017. Before, during, and after that, he has worked with some of the world’s top brands, including AOL, Choice Hotels, Coca-Cola, Dell, FedEx, GEICO, Marriott, MTV, Starbucks, Toyota, and VMware.
He is a member of the School of Marketing Faculty at the Association of National Advertisers, currently serves on the University of Richmond’s Customer Experience Advisory Board, was the founding Chair of the American Advertising Federation’s National Innovation Committee, and served on the Virginia Tech Pamplin College of Business Marketing Mentorship Advisory Board. Greg is Lean Six Sigma Black Belt certified, is an Agile Certified Coach (ICP-ACC) and holds a certification in Business Agility (ICP-BAF).
Greg’s newest book, The Agile Workforce (2021) explores the current and future state of the workforce and envisions a world where individuals thrive in a new world of work opportunities enabled by technology, decentralization, and a shift in the power dynamics between employers and employees. His previous book, The Center of Experience (2020) talks about how customer and employee experience can be operationalized into a cohesive brand experience. Greg’s previous book, The Agile Consumer (2019) explores the most recent shifts in the brand-consumer relationship and how companies must become more agile across their entire operation to remain successful. The Agile Brand (2018), follows the evolution of branding from its beginnings to the authentic relationship with brands that modern consumers want, and gives practical examples of what you can do to create a more modern, agile brand while staying true to your core values. His podcast, The Agile World with Greg Kihlström, launched in early 2019 and discusses brand strategy, marketing, and customer experience with some of the world’s leading experts and leaders.
Greg is a regular contributing writer to Forbes and CMSWire, and has been featured in publications such as Advertising Age, SmartCEO, Website Magazine, and The Washington Post. Greg was named a DC Inno 2018 50 on Fire winner as a DC trendsetter in Marketing. He’s participated as a keynote speaker and panelist at industry events around the world including Internet Week New York, Internet Summit, EventTech, SMX Social Media, Social Media Week, Mid-Atlantic Marketing Summit, ABA Bank Marketing Summit, and VMworld. He has guest lectured at several schools including VCU Brandcenter, Georgetown University, Duke University, American University, University of Maryland, Howard University, and Virginia Tech.