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

Are outdated views on social media holding your brand back? With over 5 billion active users, neglecting social channels might be costing you more than you think—in revenue, reputation, and even stock price stability. Today we’re exploring the C-suite’s perspective on social media with Dr. Antonis Papatsaras, CTO of Hootsuite, the social media performance engine powering the content of brands and...

Is your marketing team ready for the future? As the lines between physical and digital blur, and buyer journeys become more non-linear than ever, those who fail to adapt may find themselves left behind. I am here at Opticon 2024 in San Antonio Texas and getting the opportunity to see a lot of inspiring ideas from some of the world’s leading brands and hearing all about Optimizely’s platform and ho...

How do you know if your marketing efforts are actually driving real business outcomes? Imagine being able to tie every experiment, campaign, and variant to metrics that truly matter. I am here at Opticon 2024 in San Antonio Texas and getting the opportunity to see a lot of inspiring ideas from some of the world’s leading brands and hearing all about Optimizely’s platform and how it enables 1:1 per...

What if your AI assistant could do more than just generate content? Imagine an AI agent that works across your entire marketing workflow, enhancing both creativity and productivity—are you ready to transform your marketing team? I am here at Opticon 2024 in San Antonio Texas and getting the opportunity to see a lot of inspiring ideas from some of the world’s leading brands and hearing all about Op...

While there is much focus on the overall customer experience, the post purchase experience doesn’t always get the attention it needs—and deserves—as retailers focus heavily on customer acquisition and getting the sale, but post purchase is the key to building lifelong customer relationships. Today we’re going to talk about how to create a great post-purchase experience, what some of the key elemen...

What if one of the biggest tech giants in the world was dismantled? With the DOJ’s antitrust decision on Google just days away, are we on the brink of a seismic shift in how we access information and advertise online? Today, we’re exploring the potential breakup of Google and its implications for consumers, advertisers, and publishers with Steven Read, Chief Product Officer at adMarketplace. We’ll...

How many times have you felt misunderstood by customer service? Imagine if your brand could solve every communication barrier, regardless of language, in real-time. Could that transform your customer experience? Welcome to today’s episode, where we’re discussing how to break down language barriers in customer service with Mike Clifton, and Max Schwendner, both Co-CEOs at Alorica. RESOURCES Alorica...

What if your customers are staying silent after a bad experience - or even a good one for that matter? If you’re waiting for feedback to drive improvement, the silence might already be costing you more than you think. Today we’re exploring the future of customer feedback with Isabelle Zdatny, Head of Thought Leadership at the XM Institute at Qualtrics. We’ll dive into the findings from Qualtrics'...

Welcome to today’s episode where going to talk about AI agents as well as the intersection of artificial intelligence and marketing with Raj Rikhy, Principal Product Manager at Microsoft. We’ll explore the functionalities and strategic uses of AI agents and how marketers can leverage them to enhance their initiatives. About Raj Rikhy As a Principal Product Manager at Microsoft, I have over six yea...

Are your employees afraid that AI will take their jobs, or maybe not even something as extreme as that but still uknown? As AI transforms the workplace, understanding how to make your teams feel more comfortable with these tools might be the key to your organization’s success. Today we’re exploring how AI literacy can transform the workplace with Jason Lapp, CEO of Beautiful.ai. We’ll dive into su...

Are you keeping up with the changing payment preferences of your customers? From Buy Now, Pay Later (BNPL) to digital wallets, if your payment strategy isn’t evolving, you might be missing out on where your customers want to be. Welcome to today’s episode, where we’re exploring the rapidly changing landscape of online payments with Will Mavromichalis, Director of Sales, Identity and Fraud at Kount...

Are you prepared for the next wave of retail disruption? The rules of commerce are being rewritten as you’re listening to this show even, and if you’re still relying on traditional platforms, you may be missing out on what’s next. Today we’re exploring the future of retail with Teddy Solomon, Co-Founder and COO of Fizz. We’ll dive into the shifting retail habits of Gen Z, the rise of peer-to-peer...

Today, we’re going to talk about the evolution of consumer technology and the impact of AI on marketing with Melissa Waters, Chief Marketing Officer at Upwork. Melissa has been instrumental in some of the most significant industry shifts, from digital music at Pandora to ridesharing at Lyft and more. Today, she'll share her insights on the intersection of AI, consumer expectations, and branding. M...

In this special episode, brought to you by Landrum Talent Solutions, a national recruiting firm specializing in marketing and HR positions, we’re going to talk about a few things today, including the state of the job market and how elections, the economy, and AI are affecting the plans that hiring managers and job seekers are making for 2025. RESOURCES Landrum Talent Solutions website:  https://la...

How can a single “moment of truth” with your brand exist when customers are unique, their experiences personalized, and the world continually changing? What if the success of your brand depends not on a single moment, but on an unlimited number of moments you might not even be aware of? This episode is brought to you by The Office of Experience, a design-driven, digital-first, vertically integrate...

AI itself isn’t a goal. In the enterprise, marketers that effectively integrate artificial intelligence into their operations in meaningful ways will start to see the tangible returns that leaders in the space are already realizing. Today we’re going to talk about the reality of AI adoption in the enterprise, and how marketers should be thinking about a workplace where humans and AI agents are wor...

Communicating with your customers is a good thing, right? Well, what about when some of your outbound communications end up repelling customers rather than attracting them? Today we’re going to discuss advanced customer interaction strategies with John Kim, Co-Founder & CEO of Sendbird. We’ll dive into the effectiveness of in-app messaging, the rise of mobile engagement, and the evolving machi...

This past May, Acquia released its 2024 Survey Report: Consumer Perspectives on Digital Accessibility, which found several common accessibility challenges with digital platforms, including an inaccessible web layout, video or audio content without transcriptions and more. Today we’re going to talk about what it means to provide a truly accessible digital experience and the impact it can have on yo...

With 40% of marketers experiencing more responsibility in the workplace according to a recent MarketingWeek survey, it is clear that marketing teams are being asked to do more with the same or less time and resources. Today we’re going to talk about the role of AI in transforming marketing in regulated sectors with Nauman Hafiz, Chief Technology Officer at Constellation. We'll explore how AI is re...

Today we’re going to talk about the innovative use of AI in driving product-led growth with Sonal Mane, Senior Director of Digital Customer Experience and Growth at Databricks. RESOURCES Databricks website: https://www.databricks.com Wix Studio is the ultimate web platform for creative, fast-paced teams at agencies and enterprises—with smart design tools, flexible dev capabilities, full-stack busi...

You probably feel like you know your customers pretty well, but you can’t know everything, and there always seems to be a new question that you or your team are unprepared to answer or respond to. How do you identify those gaps before you get a tough question from your customer? Today we’re going to talk about the transformative power of knowledgebases in customer support with Sophie Wyne, CEO of...

When product and marketing are more aligned in an organization, there can be some amazing outcomes, including when CMOs and Chief Product Officers are more in line. It also helps when CMOs are able to establish and maintain trust both within the C-Suite as well as across the organization. Today we’re going to explore both of these and more and look at strategic leadership and growth tactics with T...

It’s not every day I get to see 1,000 robots all in one place, so today is special in a few ways. First of all, I’m here in Ängelholm, Sweden at the Boozt Fulfillment Center, and am about to take a tour of their facility - robots and all - in a few minutes. But before that, we’re going to talk about creating amazing efficiencies while also delivering on an amazing customer experience in online ret...

Today we’re going to look at the impact of social media on product demand and inventory management with Riikka Söderlund, COO at Katana. We’ll explore the double-edged sword of viral products and how sophisticated inventory management can serve as a crisis management tool. Riikka Söderlund is the chief marketing officer at Katana Technologies, where she is responsible for demand generation and day...

Today we're talking about the power of data and AI in the enterprise with Krishnan Venkata, Chief Client Officer at LatentView Analytics. We’ll explore how data can drive meaningful business change, demystify the applications of generative AI, and discuss strategies for successful adoption of data initiatives. With over 20 years of experience in the Technology and Knowledge Services, I am a season...