The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX
Episodes
#485: A winning first-party data strategy with Heidi Bullock, CMO, Tealium
16 Feb 2024
Contributed by Lukas
In an increasingly data-driven world, modern brands have been forced to adapt to keep pace with the changes in the market, including one of the most s...
#484: What it takes to be a category-leading CX brand, with Joe Tyrrell, CEO of Medallia
14 Feb 2024
Contributed by Lukas
We are here at Medallia Experience 2024 at the Wynn in Las Vegas and there’s a lot of exciting announcements we’ve been seeing, plus a chance to h...
#483: Omnichannel and the future of retail with Kristin Schoenstein and Elizabeth Robillard, eTail Palm Springs
12 Feb 2024
Contributed by Lukas
eTail West in Palm Springs, CA is coming up in a few weeks and I’m excited to be attending as well as moderating a panel there. To get ready for the...
#482: Making phone conversations with customer count, with Ryan Johnson, CallRail
09 Feb 2024
Contributed by Lukas
As marketers, there is a lot to keep up with. From trends like generative AI to platforms and methods, and new channels popping up, there is always mo...
#481: Customer journey management with Stacy Sherman, Doing CX Right
07 Feb 2024
Contributed by Lukas
As the voice of the customer becomes increasingly important in driving business success, companies are recognizing the need to optimize and personaliz...
#480: Search and the Customer Experience, with David Ting, Zenni Optical
05 Feb 2024
Contributed by Lukas
Recently, Zenni Optical, the world's leading online eyewear retailer with more than 50 million frames sold worldwide, chose the Algolia AI Search plat...
#479: Left-brain/Right-brain AI with Peter van der Putten, Director AI Lab at Pega
02 Feb 2024
Contributed by Lukas
Today we’re going to talk about the ethical use of AI, and how the concept of left-brain/right-brain AI can give businesses the best of all things, ...
#478: When is headless the right (or wrong) idea? with Liz Spranzani, CTO at Verndale
31 Jan 2024
Contributed by Lukas
There is a lot of talk about headless, composable, MACH, and the like these days. And I can say from personal experience that there are many instances...
#477: Gen AI in the E-commerce Experience with Bernadette Nixon, Algolia
29 Jan 2024
Contributed by Lukas
Algolia, the world’s only end-to-end AI Search and Discovery platform, powering over 1.75 trillion search requests a year, has made some exciting an...
#476: Digital experiences in physical retail with Sarah Jarvis, Eagle Eye Solutions
26 Jan 2024
Contributed by Lukas
Eagle Eye have recently released their new retail marketing book, Omnichannel Retail: How to Build Winning Stores in a Digital World and in it there a...
#475: Customer lifetime value for the win, with Neil Hoyne, Chief Strategist at Google
24 Jan 2024
Contributed by Lukas
Today we’re going to talk about building better customer relationships while optimizing the customer lifetime value, to the benefit of both customer...
#474: Increasing speed to improve CX with Doug Rubingh, Sinch MessageMedia
22 Jan 2024
Contributed by Lukas
Recent consumer research by Sinch MessageMedia showed that 32% of customers expect an immediate response when they contact your business, and many bra...
#473: Meaningful customer dialogue with Christian Ward, Chief Data Officer, Yext
19 Jan 2024
Contributed by Lukas
Many brand customer journeys start with a search that results in a list of irrelevant answers or products, ultimately leading to lost prospects. Inste...
#472: Improving mixed reality with Dave Kaufman, Meta
17 Jan 2024
Contributed by Lukas
Today we’re going to talk about mixed reality, what it is, how it can be beneficial, as well as how learning from one experience in marketing can im...
#471: Building a change maker culture with Steve Blum, Autodesk
15 Jan 2024
Contributed by Lukas
Today we’re going to talk about building a change maker culture and how you can help your teams to thrive among change, instead of being disrupted b...
#470: Great data equals great advertising with Gruia Pitigoi-Aron, The Trade Desk
12 Jan 2024
Contributed by Lukas
Today we’re going to talk about the importance of great data in digital advertising, and how brands can maximize business impact by utilizing it cor...
#469: Agility in the enterprise using a composable approach with Matt Biilmann, CEO of Netlify
10 Jan 2024
Contributed by Lukas
Netlify recently announced the findings of The State of Web Development, previously known as the Jamstack Community Survey, which is a guide to the tr...
#468: Recruitment advertising to find the best candidates with Neil Costa, HireClix
08 Jan 2024
Contributed by Lukas
Today we’re going to talk about successfully finding the right candidates in a continually challenging job market, and how recruitment advertising p...
#467: Making a meaningful impact with your brand in 2024 with Mark Nardone, CMO at PAN Communications
05 Jan 2024
Contributed by Lukas
Today we’re going to talk about how to make a bigger and more meaningful impact in highly competitive industries, and get some insights on what we l...
#466: Inclusivity and Innovation as Competitive Advantage with Johane Domersant, John Deere
03 Jan 2024
Contributed by Lukas
It’s increasingly clear that businesses that invest in their employees to achieve great employee experience are investing in their own future. To ac...
#465: Prioritizing the right data and signals with Prasaana Dhungel, GrowByData
29 Dec 2023
Contributed by Lukas
First, there was the promise of big data solving many of our business challenges, yet now here we are, flooded with data, and many business are having...
#464: AI and Creative Work with Toby Barlow, Lafayette American
27 Dec 2023
Contributed by Lukas
Today we’re going to talk about the role of artificial intelligence in creative roles and creative work, and how they can work together, conflict, a...
#463: AI and Cybersecurity with Gary Guseinov, CEO at RealDefense
25 Dec 2023
Contributed by Lukas
Today we’re going to talk about AI and cybersecurity, and the promises, myths, and reality of how the two can work together to keep businesses and c...
#462: Collaboration for successful experimentation with Collin Crowell and James McCormick
22 Dec 2023
Contributed by Lukas
Today we’re going to talk about collaboration between product and marketing teams and how, when done well, this can drive business growth and an imp...
#461: Raising the stakes of stakeholder design with Curt Schreiber, VSA Partners
20 Dec 2023
Contributed by Lukas
One of the biggest challenges business leaders face today is managing multiple stakeholders. For the past half-century, most CEOs have simply sought t...
#460: Retention in an Omnichannel World with Ann Fellman, Bloomerang
18 Dec 2023
Contributed by Lukas
Today we’re going to talk about a topic we don’t talk about much on this show - nonprofits, and more specifically since it’s December, end of ye...
#459: Product leaders and the customer experience with Jess Keeney, Duck Creek Technologies
15 Dec 2023
Contributed by Lukas
Today we’re going to talk about the role of product leaders in shaping the customer experience, and how continuous learning and continuous improveme...
#458: Demystifying CX Governance with Sami Nuwar
13 Dec 2023
Contributed by Lukas
Today we’re going to talk about demystifying CX governance, what exactly we mean by “governance,” as well as the components that make it truly w...
#457: Building a culture of experiementation, with Kirsty Dawe, Webeo
11 Dec 2023
Contributed by Lukas
Today we’re going to talk about building a culture of experimentation and how it can benefit B2B brands. To help me discuss this topic, I’d like t...
#456: Using cloud communications while optimizing the customer experience with Patrick Sheehan, Intermedia
08 Dec 2023
Contributed by Lukas
Today we’re going to talk about 'the reseller advantage' and how to modernize businesses by using cloud communications, without compromising custome...
#455: Successful Outsourcing with Sarah Ellenberg, PartnerHero
06 Dec 2023
Contributed by Lukas
Today we’re going to talk about successful BPO, or Business Process Outsourcing, and what the enterprise can to do make it a win-win for the busines...
#454: Reskilling & upskilling for Generative AI with Michelle Boockoff-Bajdek, Skillsoft
04 Dec 2023
Contributed by Lukas
In the ever-evolving landscape of work, where AI permeates our daily routines, it is imperative for teams at every company, including marketers, to em...
#453: AI for Localization and Personalization with Stephanie Shreve, PowerChord
01 Dec 2023
Contributed by Lukas
Today we’re going to talk about Localization, Personalization, and AI, and how using these methods and tools well can increase ROI and improve the m...
#452: Enhancing E-commerce with AI with Sean Mullaney, Algolia
29 Nov 2023
Contributed by Lukas
Today we’re going to talk about enhancing E-commerce with AI by improving personalization, relevance, and the overall customer experience. To help m...
#451: The Post Cookie World and CX with Carl White, Nano Interactive
27 Nov 2023
Contributed by Lukas
Nano Interactive’s recent data showed that 70% of UK consumers now regularly hide their personal data when online, and as the Government pushes thro...
#450: Black Friday Special: Real-time Data & AI for In-store Retail Operations, with Joe Shasteen, RetailNext
24 Nov 2023
Contributed by Lukas
We are presenting our 2nd annual Black Friday special episode, where we focus on an aspect of retail, looking back on the current year, as well as to ...
#449: Making better proposals with Joe Ardeeser, Smart Pricing Table
22 Nov 2023
Contributed by Lukas
Today we’re going to talk about proposals - love them or hate them, they are a requirement for so many companies, consultancies, and consultants to ...
#448: Creating a strikingly different brand with Dharma Pachner, Contrast & Co.
20 Nov 2023
Contributed by Lukas
I’m excited to bring you the latest in a multi-part series sponsored by Contrast & Co., an award-winning brand strategy and communications agency de...
#447: Innovation in content marketing with Deane Barker, Optimizely
17 Nov 2023
Contributed by Lukas
I am here at Opticon 2023, Optimizely’s annual conference, here in San Diego, California where there have been a lot of exciting announcements, and ...
#446: Planning marketing headcount budgets for 2024 with Sue Keith, Ceres Talent
15 Nov 2023
Contributed by Lukas
In this special episode, brought to you by Ceres Talent, a marketing staffing agency run by modern-day marketing matchmakers, we’re going to talk ab...
#445: Headless commerce with Jim Tattersall, Rotate
13 Nov 2023
Contributed by Lukas
Today we’re going to talk about headless commerce, what it is, how to do it well, and why it is making sense for more and more brands. To help me di...
#444: Personalizing the Customer Loyalty Experience with Andy Hermo, iSeatz
10 Nov 2023
Contributed by Lukas
According to a recent report titled “The Tipping Point for Travel Loyalty in 2023” from iSeatz, while 61% of consumers believe that the loyalty pr...
#443: Building a HIPAA-compliant martech stack with Ray Mina, Freshpaint
08 Nov 2023
Contributed by Lukas
In December of 2022, digital marketers in the healthcare industry were impacted by an expanded definition of PHI or personal health information in the...
#442: Share your message on the right channel with Jonathan Rivera, ResultsLeader.fm Podcast
06 Nov 2023
Contributed by Lukas
Today we’re going to talk about the power of finding the right channel to share your expertise with others, while finding ways to continually learn ...
#441: Customer feedback that benefits everyone with Adam Alfia, Real Time Feedback
03 Nov 2023
Contributed by Lukas
Today we’re going to talk about using customer feedback effectively, and how businesses can take the wealth of information they collect from their c...
#440: Optimizing internal processes to improve CX with Nikhil Nandagopal, Appsmith
01 Nov 2023
Contributed by Lukas
Today we’re going to talk about how focusing on internal processes can provide both internal and external benefits to a business. To help me discuss...
#439: Success in a first-party data world with Derek Slager, Amperity
30 Oct 2023
Contributed by Lukas
Today we’re going to talk about first-party data strategies and how to be successful in a world of cookie deprecation, evolving data privacy regulat...
#438: Enhancing the E-commerce CX with Paul Thompson, Cloudinary
27 Oct 2023
Contributed by Lukas
Brands must meet customer expectations for a personalized experience throughout the buyer's journey. One key opportunity to achieve this is by leverag...
#437: AI as a member of your marketing team, with Daniel Maloney, Tailwind
25 Oct 2023
Contributed by Lukas
There is a lot of talk about artificial intelligence these days in many areas of the business, and marketing is one that we talk about a lot on this s...
#436: Using AI to Reach More Customers with Nicholas Holland, VP of Product, HubSpot Marketing Hub
23 Oct 2023
Contributed by Lukas
I am here at Hubspot’s INBOUND Conference in Boston to talk about the impact that AI is having on marketers and how they can more effectively reach ...
#435: Building a culture of experimentation, Kevin Li, Optimizely
20 Oct 2023
Contributed by Lukas
I am here at Opticon 2023, Optimizely’s annual conference, here in San Diego, California where there have been a lot of exciting announcements, and ...
#434: Composable, omnichannel marketing with Rupali Jain, Chief Product Officer, Optimizely
18 Oct 2023
Contributed by Lukas
I am here at Opticon 2023, Optimizely’s annual conference, here in San Diego, California where there have been a lot of exciting announcements, and ...
#433: Demystifying platform selection with Bryan Jones and Cara Bourdage, The Office of Experience
16 Oct 2023
Contributed by Lukas
I’m excited to talk with my guests today on a special episode brought to you by The Office of Experience, a design-driven, digital-first, vertically...
#432: Data sharing and collaboration with Kamakshi Sivaramakrishnan, Samooha
13 Oct 2023
Contributed by Lukas
Today we’re going to talk about the power of data sharing and collaboration and how data clean rooms can help organizations in several ways. To help...
#431: Growing leaders and aspiring leaders with Nate Prosser, Wawa and the Leadership Chalk Talk Podcast
11 Oct 2023
Contributed by Lukas
Today we’re going to talk about growing current leaders and aspiring leaders into the best possible version of themselves. To help me discuss this t...
#430: Personalized Campaigns in Highly Regulated Industries with Diana Lee, Constellation
09 Oct 2023
Contributed by Lukas
Today we’re going to talk about how to create compelling personalized content and campaigns even in highly regulated industries. To help me discuss ...
#429: AI & the Workforce with Jon Darbyshire, SmartSuite
06 Oct 2023
Contributed by Lukas
Today we’re going to talk about AI and the workforce, and how intelligent businesses embrace automation to empower citizen developers and others to ...
#428: Personalizing the Customer Journey with Trent Rossini, inQuba
04 Oct 2023
Contributed by Lukas
Today we’re going to talk about Customer Journey Orchestration with a focus on SMS and messaging to help brands drive greater customer engagement an...
#427: Creating engaged teams with Kelsey Bishop, Founder at Candor
02 Oct 2023
Contributed by Lukas
Today we’re going to talk about how to create engaged teams by creating a culture of self-awareness and continuous learning and improvement. To help...
#426: Print media in an omnichannel world with Curtis Tingle, CMO at Vericast
29 Sep 2023
Contributed by Lukas
Today we’re going to talk about the role of print media in a digital world, and why it’s important to not overlook valuable channels that your cus...
#425: Media sufficiency for greater marketing success with Austin Fredrich, The Office of Experience
27 Sep 2023
Contributed by Lukas
I’m excited to talk with my guest today on a special episode brought to you by The Office of Experience, a design-driven, digital-first, vertically ...
#424: Marketing complex products and services with Jaxon Repp, Field CTO & Head of Marketing, HarperDB
25 Sep 2023
Contributed by Lukas
Today we’re going to talk about marketing technically complex products and services, and some of the challenges and opportunities they present. To h...
#423: Hyperautomation and the enterprise with Jon Barton, TEKsystems
22 Sep 2023
Contributed by Lukas
This is part 1 of a special series about how organizations can streamline business processes, increase workflow efficiency and mitigate risk with hype...
#422: The future of work in marketing with Lisa Murton Beets, Content Marketing Institute
20 Sep 2023
Contributed by Lukas
Next week, Content Marketing World will be coming to Washington, DC on September 26-28 and I’m excited to be attending (and that it’s in my backya...
#421: Agile Accessibility with Corb O'Connor, LevelAccess
18 Sep 2023
Contributed by Lukas
Creating accessible digital experiences enables brands to create a more equitable, inclusive world, but doing accessibility well can provide challenge...
#420: Excellent Experimentation with Dejean Brown, Optimizely
15 Sep 2023
Contributed by Lukas
Today we’re going to talk about doing digital experimentation well and what this means in terms of your platform choice, and the way you approach ex...
#419: Headless E-commerce and CX with Chris Bach, Netlify
13 Sep 2023
Contributed by Lukas
Today we’re going to talk about headless e-commerce, and how it improves personalization, reduces friction, and drives greater loyalty. To help me d...
#418: Better Customer Journey Mapping with Percy Rose, Hewlett Packard Enterprise
11 Sep 2023
Contributed by Lukas
Today we’re going to talk about why customer journey mapping matters, and how it can improve customer loyalty, and drive other customer and business...
#417: Staying competitive in Ecommerce with Steve Denton, CEO at Ware2Go, a UPS Company
08 Sep 2023
Contributed by Lukas
Recent data from Ware2Go, a UPS Company, found that 89% of consumers are comparison shopping on 2+ marketplaces before they make a purchase. The same ...
#416: Digital displays and their impact on health and sustainability, with Tim O'Malley, E Ink
06 Sep 2023
Contributed by Lukas
Digital interfaces, displays, signage, and more are a fixture of our lives, and they aren’t going anywhere. In fact, as digital displays get more fl...
#415: Winning and retaining customers with Solomon Zakinov, Founder & CEO, ShipX
04 Sep 2023
Contributed by Lukas
Today we’re going to talk about winning and retaining customers in technology and service-based businesses. To help me discuss this topic, I’d lik...
#414: Strengthening the relationship between Sales and RevOps with Bayley Fesler and Annie Jones from Xactly
01 Sep 2023
Contributed by Lukas
According to Gartner, only 6% of Chief Sales Officers (CSOs) are extremely confident about their team's ability to meet or exceed revenue goals. This ...
#413: Using qualitative customer data well with Daniel Erickson, Viable
30 Aug 2023
Contributed by Lukas
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...
#412: Standing out in an eCommerce world, with Laura Ritchey, Radial
28 Aug 2023
Contributed by Lukas
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...
#411: Scaling brands while focusing on sustainability, with Richie Jones, vvast
25 Aug 2023
Contributed by Lukas
Today we’re going to talk about what it takes to scale a brand while keeping a focus on sustainability. We’re also going to talk about scaling whi...
#410: Product agility, prioritization, and business value with Dan Gallagher, Slalom
23 Aug 2023
Contributed by Lukas
Today we’re going to talk about product agility, prioritization and business value, and making sure that teams aren’t just building efficiently, b...
#409: Great CX is more than just talking about great CX, with Jon Picoult, Watermark Consulting
21 Aug 2023
Contributed by Lukas
There is a lot of talk about how important customer experience is in today’s competitive landscape, but getting leaders, employees, and stakeholders...
#408: AI across the enterprise, with Alice Fournier, CIO, ISS Americas
18 Aug 2023
Contributed by Lukas
AI4, the world’s premier conference discussing artificial intelligence and its many applications for business was held August 7-9 at the MGM Grand i...
#407: Meeting & Exceeding B2C Expectations in a B2B World with Chris Costello, Amazon Business
16 Aug 2023
Contributed by Lukas
Business to business (B2B) marketing presents a unique set of challenges and has often been treated as a completely different marketing practice from ...
#406: State of the (recruiting) union with Sue Keith, Ceres Talent
14 Aug 2023
Contributed by Lukas
In this special episode, brought to you by Ceres Talent, a marketing staffing agency run by modern-day marketing matchmakers, we’re going to talk ab...
#405: AI in the Contact Center with Mary Nelson, Chief Customer Officer, Aircall
11 Aug 2023
Contributed by Lukas
Today we’re going to talk about AI in the contact center and how to balance voice AI, machine learning, and other types of automation with human con...
#404: Conversational Marketing and the Customer Experience with Justin Keller, Drift
09 Aug 2023
Contributed by Lukas
Today we’re going to talk about how brands can use conversational marketing to improve their customer experience, as well as their overall customer ...
#403: Building a culture of data with Aron Clymer, Data Clymer
07 Aug 2023
Contributed by Lukas
Today we’re going to talk about growing data maturity as an enterprise organization and how to build a culture of data. To help me discuss this topi...
#402: Agile Marketing adoption and growth with Melissa Reeve, Agile Marketing Alliance
04 Aug 2023
Contributed by Lukas
Today’s topic is something I’m certainly passionate about, and which I recently wrote two books in my Agile Brand Guides series about, and my gues...
#401: B2B Customer Experience at Scale, with Tommi Marsans, Verizon Business Group
02 Aug 2023
Contributed by Lukas
The following episode was recorded at PegaWorld Inspire in Las Vegas, and I’m looking forward to this topic as well as sharing the conversation with...
#400: Scaling professional services while maintaining CX and customer results, with Jamie Adams, Scorpion
31 Jul 2023
Contributed by Lukas
Today we’re going to talk about scaling a professional services agency in a way that maintains customer experience and stellar results. To help me d...
#399: What makes you different is what makes you, with Dharma Pachner, Contrast & Co.
28 Jul 2023
Contributed by Lukas
I’m excited to bring you the first in a multi-part series sponsored by Contrast & Co., an award-winning brand strategy and communications agency det...
#398: AI and the workforce, with Alice Fournier, CIO, ISS Americas
26 Jul 2023
Contributed by Lukas
AI4, the world’s premier conference discussing artificial intelligence and its many applications for business is being held August 7-9 at the MGM Gr...
#397: Enterprise SEO with Adrien Menard, CEO of Botify.com
24 Jul 2023
Contributed by Lukas
Google can’t access every variable on the internet – and with the amount of content created every day, brands can struggle to have pages be seen b...
#396: The ongoing relationship between businesses and their location, with Michael Steifvater, Arlington Economic Development
21 Jul 2023
Contributed by Lukas
Welcome to a special episode of the show brought to you in partnership with Arlington Economic Development, where we discuss issues related to the wor...
#395: Professional Services and the Customer Experience with Blake Godwin, Client Savvy
19 Jul 2023
Contributed by Lukas
In May, I was fortunate to be in Durham North Carolina at the 2023 CXPS - that’s Client Experience for Professional Services - Conference, where pro...
#394: Agile marketing and walled gardens with Oli Marlow Thomas, Chief Innovation Officer, Smartly.io
17 Jul 2023
Contributed by Lukas
Marketers and advertisers for the world’s leading brands need to understand and adapt to a rapidly changing landscape, on a continual basis. Whether...
#393: Agile supply chains, with Peter Pernot-Day, SHEIN
14 Jul 2023
Contributed by Lukas
Last holiday season, and even most of last year, it was hard to escape stories about how the supply chain was causing difficulties for retailers, as w...
#392: Great CX in regulated industries, with Meghan Fishburn, AgencyQ
12 Jul 2023
Contributed by Lukas
Today’s episode is brought to you by AgencyQ, an award-winning team that believes in the power of experience, creating technology and customer exper...
#391: AI and the Customer Experience at Scale, with Shelia Anderson, US CIO at Aflac
10 Jul 2023
Contributed by Lukas
The following episode was recorded at PegaWorld Inspire in Las Vegas, and I’m looking forward to this topic as well as sharing the conversation with...
#390: Prioritizing what customers both want and need with Bobby Arbuthnot, Unisys
07 Jul 2023
Contributed by Lukas
Today we’re going to talk about prioritization and how to, as advisors both within and outside of a company, balance the things customers need to ha...
#389: Marketing, AI, and the Omnichannel Experience with Asim Zaheer, Glassbox
05 Jul 2023
Contributed by Lukas
The customer experience continues to be a key point of competition among brands today, and those that can provid more personalized content, offers, an...
#388: AI and decision making, prediction, and workflow automation, with Rik Chomko, CEO at InRule
03 Jul 2023
Contributed by Lukas
Today we’re going to talk about some of the powerful ways that AI can augment human capabilities to make decisions, learn from those decisions, and ...
#387: AI & Machine Learning in the Enterprise, with Scott Love, Lovelytics
30 Jun 2023
Contributed by Lukas
Welcome to a special episode of the show brought to you in partnership with Arlington Economic Development, where we discuss issues related to the wor...
#386: Intrapreneurship and fostering innovation from within, with Shane Pahl
28 Jun 2023
Contributed by Lukas
In this episode, Adam Chen interviews Shane Pahl, a consultant by trade and organizational anthropologist by training. We discuss such heady topics as...