The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX

Today we’re going to talk about the value of showing vs. telling in order to improve the customer experience. To help me discuss this topic, I’d like to welcome Ken Babcock, Founder & CEO of Tango, a platform that allows users to create step-by-step tutorials of any process with an aim at increasing your company's CX. RESOURCES The Agile Brand podcast website:  https://www.gregkihlstrom.com/th...

Anyone that listens to this show knows that category leaders are using data driven customer engagement to create better customer experiences, more loyal customers, and a competitive advantage for the years ahead. Twilio recently published its annual State of Customer Engagement Report, exposing the significant challenges businesses face in activating customer data and what’s at stake when it’s don...

Today we’re going to talk about empowering great CX in organizations, and what it takes from leaders and employees to do so. To help me discuss this topic, I’d like to welcome Mark Slatin, Customer Experience Advisor and Consultant with EmpoweredCX and host of the Delighted Customers Podcast. RESOURCES EmpoweredCX website: https://www.empoweredcx.com/ The Agile Brand podcast website:  https://www....

Every business needs a website that performs for their business, but beyond a good Content Management System and regular content updates, it takes a lot to maximize your return on investments in this critical marketing platform. In a special episode brought to you by RDA and Sitecore, we’re going to talk about getting the most value from your Digital Experience Platform, or DXP, investment.  To he...

Today we’re going to talk about creating a winning customer and employee experience, and how Agile Marketing approaches can be introduced and adopting for successful outcomes. To help me discuss this topic, I’d like to welcome Robin Ross, AVP Corporate Marketing at Costco. RESOURCES Costco website: https://www.costco.com The Agile Brand podcast website:  https://www.gregkihlstrom.com/theagilebrand...

Welcome to a special episode of the The Agile Brand podcast that we call The Agile Brand Guide to Intrapreneurship.  While entrepreneurs are often lauded with creating new businesses and ideas, it is more often the case that change agents working within organizations—intrapreneurs—are responsible for innovation and seeing those new ideas through to completion. The Agile Brand Guide to Intrapreneur...

Today we’re going to talk about how diversity, equity, and inclusion can play a transformational role in any organization. To help me discuss this topic, I’d like to welcome Donald Thompson, CEO & Co-Founder of The Diversity Movement, and author of Underestimated: A CEO’s Unlikely Path to Succcess. RESOURCES The Diversity Movement website: https://thediversitymovement.com/ The Agile Brand podc...

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. RESOURCES The Agile Brand podcast website:  https://www.gregkihl...

By 2023, 65% of the world’s population will have its data covered under modern privacy regulations according to Gartner. With this, marketers and advertisers are under increasing pressure to both adhere to data privacy regulations while maintaining and increasing the effectiveness of their efforts. Today we’re going to talk about first party data approaches, “Madtech”, and how marketers and advert...

Today we’re going to talk about the value of thinking about experience holistically - customers, employees, and the business, so that when it’s done well, everyone wins. To help me discuss this topic, I’d like to welcome Adrian Swinscoe, Customer Service and Experience Advisor, Mentor, author of the book Punk XL, and host of the Punk CX podcast. RESOURCES The Agile Brand podcast website:  https://...

Today we’re going to talk about how leading with a human-centric approach strengthens recruiting, talent retention, and business goals. To help me discuss this topic, I’d like to welcome Paul Vian, Chief Revenue Officer, Apps Associates. RESOURCES Apps Associates website:  https://www.appsassociates.com/ The Agile Brand podcast website:  https://www.gregkihlstrom.com/theagilebrandpodcast Sign up f...

The subscription economy is growing, with the market size as of 2020 estimated to have been about $650Billion according to Statista, and projected to be over $1.5 Trillion by 2025. That’s a lot of subscriptions! For those listening, you’ve undoubtedly seen this as a consumer, and as a marketer, if your brand hasn’t already converted some of its resources towards embracing the subscription economy,...

Today we’re going to talk about the buyer’s experience, and how automation and intentional approaches can improve it, and lead to more valuable customers. To help me discuss this topic, I’d like to welcome Leah McTiernan, GVP Presales Solutions at DocuSign. RESOURCES The Agile Brand podcast website:  https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here:  h...

Welcome to a special episode brought to you by NextUp Solutions a premier Agile services provider headquartered in Arlington, VA. They have a broad range of Agile offerings led by certified trainers and experts with backgrounds from a wide assortment of industry sectors, non-profits, and government organizations. Today we’re going to talk about business agility, and how it can be measured both int...

A lot of money is spent to do research in order to better understand potential and current customers. In a fast-changing world, many of the factors that go into the gaining consumer insights can change suddenly. This means well-planned research can suddenly be missing a key factor, such as a global pandemic, and economic downturn, or other issues that may cause consumers to have very different pri...

Today we’re going to talk about the user experience as employee experience, and how Agile approaches can help teams have more successful platform and process implementations. To help me discuss this topic, I’d like to welcome Caroline Roche, VP and Senior Partner at IBM. RESOURCES IBM website: https://www.ibm.com The Agile Brand podcast website:  https://www.gregkihlstrom.com/theagilebrandpodcast...

Today we’re going to talk about improving the customer experience with remote video support. To help me discuss this topic, I’d like to welcome Rama Sreenivasan, CEO and Co-Founder at Blitzz. RESOURCES Blitzz website: https://www.blitzz.co   The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here:  https://www.gregkihlstrom.co...

Today we’re going to talk about the relationship between human empathy and conversation AI, and how those two can work together to help both customers and brands by improving the customer experience. To help me discuss this topic, I’d like to welcome Josh Feast, CEO and Co-Founder at Cogito Corporation. RESOURCES The Agile Brand podcast website:  https://www.gregkihlstrom.com/theagilebrandpodcast...

Today we’re going to talk about how creativity and technology drive standout customer engagement. Recently WARC and Braze released a report entitled: The invisible enabler: Unlocking the Creative Potential of Technology. We’re going to talk about a few of the ideas in that white paper that covers why brands should audit their available tech and data, how they should prioritze creative investment i...

Today we’re going to talk about building infrastructure at scale while keeping in mind the people, processes, and platforms involved, and how this translates to an improvement in the customer experience. To help me discuss this topic, I’d like to welcome Deepak Giridharagopal, CTO at Puppet by Perforce. RESOURCES Puppet's 2023 State of DevOps Report: Platform Engineering Edition: https://www.puppe...

Today we’re going to talk about mental wellness at work, and how to teach and learn well on the job. To help me discuss these topics, I’d like to welcome Josh Birk, Senior Director, Developer Evangelism at Salesforce, also known as the “Godfather of Trailhead” and the host of the Salesforce Developer podcast. RESOURCES Salesforce Developers Podcast: https://developer.salesforce.com/podcast/ The Po...

Today we’re going to talk about the impact of human centered automation on the customer experience. To help me discuss this topic, I’d like to welcome Charlie Newark-French, Interim CEO at Hyperscience. RESOURCES Hyperscience website: https://www.hyperscience.com The Agile Brand podcast website:  https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here:  https...

Today we’re going to talk about customer loyalty, retention marketing, and how doing these things well can reap huge rewards for brands as well as their customers. To help me discuss this topic, I’d like to welcome Adam Robinson, CEO at Retention.com. RESOURCES Retention website: https://retention.com The Agile Brand podcast website:  https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for...

Whether you work for a B2B or a B2C company, when you stop working every day, you are also a consumer. And because of this, our behaviors as B2B buyers and customers are shaped by the experiences we have as consumers. Today we’re going to talk about how B2C expectations can influence B2B purchasing in a special episode brought to you by The Office of Experience, a design-driven, digital-first, ver...

Today we’re going to talk about learning from others and the importance of sharing stories so that both you and others can learn from your successes as well as your failures. To help me discuss this topic, I’d like to welcome Ben Albert, Founder & CEO of Balbert Marketing. RESOURCES Balbert Marketing website: https://balbertmarketing.com/ REAL Business Connections website: https://realbusiness...