The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX
Episodes
#384: The Autonomous Enterprise and CX, plus the Ethics of Generative AI, with Tara DeZao, Pega
23 Jun 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...
#383: Maximizing events data with JR Sherman, CEO of RainFocus
21 Jun 2023
Contributed by Lukas
Today we’re going to talk about how to create the most business and customer value by maximizing your usage of event data. To help me discuss this t...
#382: Building Customer Enagement with April Mullen, Braze
19 Jun 2023
Contributed by Lukas
Braze recently released its 2023 Customer Enagement Review, and there are a number of interesting insights found with in it, relating to the customer ...
#381: Narrowing the strategy and execution gap with Alex Castro, CEO of 11:59
16 Jun 2023
Contributed by Lukas
Today we’re going to talk about narrowing the gap between strategy and execution, and how leaders can be more successful in measuring and improving ...
#380: Culture that benefits employees, customers, and the business with Steve Robinson, former CMO at Chick-fil-A
14 Jun 2023
Contributed by Lukas
Today we’re going to talk about building the kind of corporate culture that benefits employees, customers, and the business itself with a leader tha...
#379: Creating a truly accessible customer experience with Yaddy Arroyo, Truist
12 Jun 2023
Contributed by Lukas
Today we’re going to talk about creating truly accessible interfaces across a variety of mediums and channels. To help me discuss this topic, I’d ...
#378: CX and Professional Services, Part 2 with Tammi Nagucki, Environmental Design Group
09 Jun 2023
Contributed by Lukas
I am here in Durham North Carolina at the 2023 CXPS - that’s Customer Experience for Professional Services - Conference. Today we’re going to talk...
#377: Beyond Customer Loyalty: Building a Cult Brand, with Chris Kneeland, CEO of Cult Collective
07 Jun 2023
Contributed by Lukas
Today we’re going to talk about how to go beyond simply having happy customers or even loyal ones, and follow the examples of iconic well-loved bran...
#376: Improving Customer Education for Better CX with Jack Foster, Workramp
05 Jun 2023
Contributed by Lukas
Today we’re going to talk about customer education to improve the customer experience, and we’ll be talking about how to improve the employee expe...
#375: Creating best-in-class personalized customer experiences with Pini Yakuel, CEO at Optimove
02 Jun 2023
Contributed by Lukas
Today we’re going to talk about creating best in class personalized, cross-channel customer experiences, using a CDP, AI, orchestration, and more. T...
#374: Customer Lifetime Value and Journey Orchestration with Matthew Egol, JourneySpark Consulting
31 May 2023
Contributed by Lukas
I’m excited today to be talking with someone who I’ve collaborated on a few articles with amongst other things. We’ve discussed AI, Customer Exp...
#373: Maximizing business value with FinOps, Part 2, with Kalika Prasad Maheshwari, TEKsystems
29 May 2023
Contributed by Lukas
I’m excited to introduce part 2 of a special series about how organizations can maximize business value with FinOps in a series brought to you by TE...
#372: Maximizing business value with FinOps, Part 1, with Ani Lingutla, TEKsystems
26 May 2023
Contributed by Lukas
I’m excited to introduce part 1 of a special series about how organizations can maximize business value with FinOps in a series brought to you by TE...
#371: Sustainability as a win-win for customers and the business with Brennan Spellacy, CEO, Patch
24 May 2023
Contributed by Lukas
Today we’re going to talk about how sustainability is no longer an option for brands, and why this is a benefit for both customers and the bottom li...
#370: ERP, successful operations and CX with Nick Foy, Silverdale Technology
22 May 2023
Contributed by Lukas
Today we’re going to talk about enterprise resource planning and how it can drive both internal success as well as successful customer experiences. ...
#369: Marketing Hiring Myths with Sue Keith, Ceres Talent
19 May 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...
#368: What Exactly is Good CX? with Ginger Conlon, Genesys
17 May 2023
Contributed by Lukas
The state of customer experience is continually changing, as brands increasingly compete based on the experience they can deliver to their customers a...
#367: Professional Services and the Customer Experience Part 1, with Ryan Suydam, ClientSavvy
15 May 2023
Contributed by Lukas
I am here in Durham North Carolina at the 2023 CXPS - that’s Client Experience for Professional Services - Conference. Today we’re going to talk a...
#366: Intrapreneurship and global growth with Alex Ghiculescu and Beau Grzanich, Workforce.com
12 May 2023
Contributed by Lukas
In this episode, Adam Chen interviews two change agents at Workforce.com, a leading workforce management software which manages scheduling, time & att...
#365: Building a customer-centered digital consultancy with Chad Solomonson, RDA
10 May 2023
Contributed by Lukas
Welcome to a special episode brought to you by RDA and Sitecore. Today we’re going to talk about improving the customer experience that professional...
#364: AI and Automation in the Financial Sector with Joe Robinson, Hummingbird
08 May 2023
Contributed by Lukas
Today we’re going to talk about how AI and automation can help financial organization fight fraud, bias, and create better and safer customer experi...
#363: Winning at In-Game Advertising with Jared Lansky, SVP Partnerships, MediaMath
05 May 2023
Contributed by Lukas
Today we’re going to talk about in-game advertising, and how brands are utilizing this tactic to great effect, all while strategizing amid growing e...
#362: Meaningful changes for greater customer outcomes with Anthony Coppedge, Principal Agile Digital Sales Global Transformation Lead at IBM
03 May 2023
Contributed by Lukas
Today we’re going to talk about making meaningful changes within an organization to create greater customer outcomes. To help me discuss this topic,...
#361: The Value of a Well-Informed Customer with Alyssa Alsheimer, SVP of Marketing and Engagement at Wellframe
01 May 2023
Contributed by Lukas
Today we’re going to talk about the value of a well-informed customer, and marketing complex service offerings such as health insurance plans, in or...
#360: Search & Discovery to Drive Ecommerce Revenue with Piyush Patel, Algolia
28 Apr 2023
Contributed by Lukas
Algolia, one of the leading enterprise search and discovery platforms, recently published its Ecommerce Site Search Trends 2023 report, which highligh...
#359: The Business Value of a Great Employee Experience with Annette Franz, Founder & CEO of CX Journey
26 Apr 2023
Contributed by Lukas
Today we’re going to talk about the business value of creating a great employee experience. To help me discuss this topic, I’d like to welcome Ann...
#358: Showing vs. telling to improve the customer experience with Ken Babcock, Tango
24 Apr 2023
Contributed by Lukas
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 l...
#357: Customer Engagement as Competitive Advantage with Glenn Weinstein, Chief Customer Officer, Twilio
21 Apr 2023
Contributed by Lukas
Anyone that listens to this show knows that category leaders are using data driven customer engagement to create better customer experiences, more loy...
#356: Empowering Great CX Within Your Brand, with Mark Slatin, EmpoweredCX
19 Apr 2023
Contributed by Lukas
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...
#355: Maximizing your DXP Investments with Sue Rivero, RDA
17 Apr 2023
Contributed by Lukas
Every business needs a website that performs for their business, but beyond a good Content Management System and regular content updates, it takes a l...
#354: Agile marketing and the customer-centric team with Robin Ross, Costco
14 Apr 2023
Contributed by Lukas
Today we’re going to talk about creating a winning customer and employee experience, and how Agile Marketing approaches can be introduced and adopti...
#353: Intrapreneurship with Greg Kihlström and Co-Host Adam Chen, CMO at The Amenity Collective
12 Apr 2023
Contributed by Lukas
Welcome to a special episode of the The Agile Brand podcast that we call The Agile Brand Guide to Intrapreneurship. While entrepreneurs are often la...
#352: How DEI transforms organizations with Donald Thompson, The Diversity Movement
10 Apr 2023
Contributed by Lukas
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 t...
#350: It's Time for Digital Customer Service with Ragy Thomas, Founder & CEO at Sprinklr
05 Apr 2023
Contributed by Lukas
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’...
#349: Madtech and First Party Data Strategies with Jonathan Moran, SAS
03 Apr 2023
Contributed by Lukas
By 2023, 65% of the world’s population will have its data covered under modern privacy regulations according to Gartner. With this, marketers and ad...
#348: Customer, Employee, and Business Experience with Adrian Swinscoe, Host of the Punk CX Podcast
31 Mar 2023
Contributed by Lukas
Today we’re going to talk about the value of thinking about experience holistically - customers, employees, and the business, so that when it’s do...
#347: How human-centric businesses win the war for talent with Paul Vian, Chief Revenue Officer at Apps Associates
29 Mar 2023
Contributed by Lukas
Today we’re going to talk about how leading with a human-centric approach strengthens recruiting, talent retention, and business goals. To help me d...
#346: Winning in the subscription economy with Matthew Holman, Head of Growth and Cofounder, Qpilot.cloud
27 Mar 2023
Contributed by Lukas
The subscription economy is growing, with the market size as of 2020 estimated to have been about $650Billion according to Statista, and projected to ...
#345: Optimizing the Buyer's Experience with Leah McTiernan, DocuSign
24 Mar 2023
Contributed by Lukas
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 cu...
#344: Business Agility Tied to the Customer Experience with Kert Peterson, NextUp Solutions
22 Mar 2023
Contributed by Lukas
Welcome to a special episode brought to you by NextUp Solutions a premier Agile services provider headquartered in Arlington, VA. They have a broad ra...
#343: Agile Consumer Insights with Corey Lipman, Jumpspark
20 Mar 2023
Contributed by Lukas
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 th...
#342: User experience as employee experience with Caroline Roche, VP and Senior Partner, IBM
17 Mar 2023
Contributed by Lukas
Today we’re going to talk about the user experience as employee experience, and how Agile approaches can help teams have more successful platform an...
#341: Improving CX with Remote Video Support, with Rama Sreenivasan, CEO of Blitzz
15 Mar 2023
Contributed by Lukas
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 Ra...
#340: Empathy, AI, and the Customer Experience with Josh Feast, CEO of Cogito
13 Mar 2023
Contributed by Lukas
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 custome...
#339: Combining Technology and Creativity for Standout Customer Engagement with Mariam Asmar, Braze
10 Mar 2023
Contributed by Lukas
Today we’re going to talk about how creativity and technology drive standout customer engagement. Recently WARC and Braze released a report entitled...
#338: Scaling infrastructure to improve CX with Deepak Giridharagopal, CTO at Puppet by Perforce
08 Mar 2023
Contributed by Lukas
Today we’re going to talk about building infrastructure at scale while keeping in mind the people, processes, and platforms involved, and how this t...
#337: Mental wellness and the workplace with Josh Birk, Salesforce
06 Mar 2023
Contributed by Lukas
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 ...
#336: CX and Human Centered Automation with Charlie Newark-French, Hyperscience
03 Mar 2023
Contributed by Lukas
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 wel...
#335: Retention marketing and CX with Adam Robinson of Retention.com
01 Mar 2023
Contributed by Lukas
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 t...
#334: B2C expectations of B2B ecommerce, with Carlos Manalo and Stratton Cherouny of The Office of Experience
27 Feb 2023
Contributed by Lukas
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 buyer...
#333: The power of sharing stories of both success and failure, with Ben Albert, Balbert Marketing
24 Feb 2023
Contributed by Lukas
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...
#332: The Value of the Candidate Experience with Sue Keith, Corporate Vice President at Ceres Talent
22 Feb 2023
Contributed by Lukas
In this special episode, brought to you by Ceres Talent, we’re going to talk about the value of the candidate experience in times where there are pl...
#331: Retail Media Networks and First Party Data Strategies with Mary Matyas, MediaMath
20 Feb 2023
Contributed by Lukas
Today we’re going to talk about retail media networks, their benefits and drawbacks, and how they fit in a post-cookie first-party data world. To he...
#330: Improving processes to get better marketing results with Shafqat Islam, Chief Marketing Officer, Optimizely
17 Feb 2023
Contributed by Lukas
Today we’re going to talk about how focusing on the processes and methods behind the work of marketing can help marketers be more effective and get ...
#329: Maximizing Your Digital Experience Platform, with Jaina Baumgartner, RDA
15 Feb 2023
Contributed by Lukas
As any marketer knows, it’s not enough to just have a good looking website. You need one that performs. It needs to provide relevant content, have t...
#328: Composable platforms and the ecommerce customer experience with Filippo Conforti, Founder & CEO of Commerce Layer
13 Feb 2023
Contributed by Lukas
Today we’re going to talk about modern ecommerce, and how composable platforms offer brands the ability to deliver a more unified customer experienc...
#327: Public art and the future of work with Angela Anderson Adams, Arlington Economic Development
10 Feb 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...
#326: The shared goal of customer centricity, with Amanda Ono, CHRO at Kroll
08 Feb 2023
Contributed by Lukas
Today we’re going to talk about customer centricity as a shared goal among leaders and employees. To help me discuss this topic, I’d like to welco...
#325: Employee Experience in Tough Economic Times with Anne Jacoby, Spring Street Solutions
06 Feb 2023
Contributed by Lukas
Today we’re going to talk about maintaining a great employee experience during tough economic times, and maintaining morale when teams are stretched...
#324: Personalized content delivery and customer lifetime value with John Thomas, Chief Strategy Officer, Relay Network
03 Feb 2023
Contributed by Lukas
Today we’re going to talk about personalized content delivery and how it helps brands create more valuable and longer lasting customer relationships...
#323: Automation in the workplace with Shawn Herring, CMO, airSlate
01 Feb 2023
Contributed by Lukas
Today we’re going to talk about the role of automation in the workplace, and how a hybrid work environment can provide both challenges and opportuni...
#322: Life beyond third party cookies with Jascha Kaykas-Wolff, President at Lytics
30 Jan 2023
Contributed by Lukas
Leading customer data platform company Lytics recently released a white paper called “Life After the Third-Party Cookie” which discusses what a wo...
#321: Successful design processes with Amrita Mathur, VP of Marketing at Superside
27 Jan 2023
Contributed by Lukas
Today we’re going to talk about successful design and the process used to get great design results. To help me discuss this topic, I’d like to wel...
#320: Using prediction to improve CX, with Andy Rossmeissl, Faraday
25 Jan 2023
Contributed by Lukas
Today we’re going to talk about using prediction to improve the customer experience. To help me discuss this topic, I’d like to welcome Andy Rossm...
#319: CDPs and a First-Party Data Strategy with Jaina Baumgartner, RDA
23 Jan 2023
Contributed by Lukas
Customer Data Platforms, or CDPs, provide companies with the ability to tie their customer information from a multitude of sources and types of behavi...
#318: Personalizing the Customer Experience While Optimizing Data Privacy, with Lisa Routel, Verizon
20 Jan 2023
Contributed by Lukas
Today we’re going to talk about personalizing the customer experience to increase loyalty in a world increasingly mindful of consumer data privacy. ...
#316: How People, Process, and Platforms Affect the Employee Experience, with Joe Berger, WWT
16 Jan 2023
Contributed by Lukas
Today we’re going to talk about how the people, process, and platforms of a great Employee Experience translate into a great Customer Experience. To...
#315: Consumer Data Privacy and the Customer Experience with Fiona Campbell-Webster, Chief Privacy Officer at MediaMath
13 Jan 2023
Contributed by Lukas
There is a lot of talk these days about consumers data privacy, and with good reason. With many high profile data breaches exposing customer data, as ...
#314: Design Thinking and the Customer Experience with Laurence Gonzalez, Commercial Bank at JPMorgan Chase
11 Jan 2023
Contributed by Lukas
Today we’re going to talk about applying design thinking to the customer experience in order to improve processes and delivery, and provide more cus...
#313: Aligning CX Strategy with Challenges, Opportunities, and Leadership with Karen Mangia, Salesforce
09 Jan 2023
Contributed by Lukas
Today we’re going to talk about listening to customers, aligning leadership around a customer experience strategy, and connecting your CX strategy t...
#312: Storytelling and its role in the customer relationship, with Mark Nardone, Chief Marketing Officer at PAN Communications
06 Jan 2023
Contributed by Lukas
Today we’re going to talk about the shifting agency-client landscape and how storytelling is still key in how brands reach their customers. To help ...
#311: B2B Ecommerce and the Customer Experience with Rupesh Agrawal, CEO of Amla Commerce
04 Jan 2023
Contributed by Lukas
Today we’re going to talk about the current state of B2B ecommerce and what lies ahead for brands. To help me discuss this topic, I’d like to welc...
#310: Growing and Scaling a Marketing Agency with Erik Huberman, CEO of Hawke Media
03 Jan 2023
Contributed by Lukas
Today we’re going to talk about growing and scaling a marketing agency, and how to find the best clients in order to continue to innovate and achiev...
#309: Agile Approaches to AI & ML with Luke Arrigoni, Arricor AI
30 Dec 2022
Contributed by Lukas
Today we’re going to talk about taking agile approaches to AI and Machine Learning initiatives in order to gain the most business value. To help me ...
#308: Combining technology and design psychology to drive business success with Thomas Watkins, 3Leaf
27 Dec 2022
Contributed by Lukas
Today we’re going to talk about combining technology and design psychology to drive business success. To help me discuss this topic, I’d like to w...
#304: Employee wellbeing and expectations with Julius Geis, MUA
27 Dec 2022
Contributed by Lukas
Today we’re going to talk about how brands manage expectations and the wellbeing of their audience and employees. To help me discuss this topic, I’...
#307: Direct Mail in a Digital Age with Dave Fink, Postie
23 Dec 2022
Contributed by Lukas
Today we’re going to talk about the power of direct mail in a digital age. To help me discuss this topic, I’d like to welcome Dave Fink, CEO and C...
#306: Defining Success with Sheevaun Moran, Energetic Solutions
20 Dec 2022
Contributed by Lukas
Today we’re going to talk about defining success. To help me discuss this topic, I’d like to welcome Sheevaun Moran, President & Founder of Energe...
#305: Starting and Growing a Business Without Outside Capital with Bryan Clayton of GreenPal
16 Dec 2022
Contributed by Lukas
Today we’re going to talk about starting and growing a business without outside capital, and how being customer-driven can help with this approach. ...
#303: Scaling startups with Paul Ruppert, Global Point View
09 Dec 2022
Contributed by Lukas
Today we’re going to talk about scaling startups and the importance that sales has in that process. To help me discuss this topic, I’d like to wel...
#302: Authentic personal brands with Jen Dalton, BrandMirror
06 Dec 2022
Contributed by Lukas
Today we’re going to talk about creating an authentic personal brand that breaks through and reaches audiences. To help me discuss this topic, I’d...
#301: Composable Customer Data Platforms with Florian Delval, ActionIQ
02 Dec 2022
Contributed by Lukas
Today we’re going to talk about the future of CDPs, and how Composable Customer Data Platforms point a way to how brands can utilize their data in a...
#300: Fostering innovation inside and outside your company, with Kurt Schaubach, Federated Wireless
29 Nov 2022
Contributed by Lukas
Today we’re going to talk about fostering innovation and growth in rapidly changing times. I have with me a representative from one of the winners o...
#299: Black Friday Special: Warehouse and inventory strategy and the customer experience with Tina Williams, Ware2Go, a UPS Company
25 Nov 2022
Contributed by Lukas
On this show, we talk a lot about branding, marketing, and customer experience, and those are all aspects that are vital to retailers and brands of al...
#298: Harnessing the Power of Data to Improve the Customer Experience with Kaz Ohta, CEO of Treasure Data
22 Nov 2022
Contributed by Lukas
Today we’re going to talk about Harnessing the Power of Data to Improve the Customer Experience. To help me discuss this topic, I’d like to welcom...
#297: Analytics and team performance with Steve Leeds, VP Business Analytics, Ironwood Pharmaceuticals
18 Nov 2022
Contributed by Lukas
Today we’re going to talk about the power of using analytics to improve your company and team performance. To help me discuss this topic, I’d like...
#296: Customer Success for Brand Success with Scott Salkin of Gainsight
15 Nov 2022
Contributed by Lukas
According to Gainsight’s 2022 Customer Success Index, companies that reported the highest net revenue retention rates (NRR) also reported investing ...
#295: Engaging virtual meetings and events with Sam Kolbert-Hyle, Brandlive
11 Nov 2022
Contributed by Lukas
Over the last couple of years, we’ve all been in a virtual meeting and probably felt a bit lost or disengaged from the conversation. But why do virt...
#294: Creating a great post-purchase customer experience with Irina Poddubnaia, Trackmage
08 Nov 2022
Contributed by Lukas
Today we’re going to talk about creating a great post-purchase Customer Experience. To help me discuss this topic, I’d like to welcome Irina Poddu...
#293: I have my customer journey map... now what? with Carlos Manalo and Stratton Cherouny, Office of Experience
04 Nov 2022
Contributed by Lukas
The process of creating a customer journey map can provide insights into your customers, as well as the internal teams, processes, and platforms that ...
#292: Exploring the Future of Podcasting with Josh Nielsen, Founder & CEO of Zencastr
01 Nov 2022
Contributed by Lukas
While podcasting really began in the early 2000s, it has grown dramatically over the last several years. According to some recent statistics, 62% of t...
#291: Leading Agile Brands in a State of Continual Change, with Nancie McDonnell Ruder, Noetic Consultants
28 Oct 2022
Contributed by Lukas
Today we’re going to talk about how agile brands are able to more successfully reach and adapt to customers in a continual state of change. To help ...
#289: 3D in Retail and Beyond, with Beck Besecker, CEO of 3D Cloud by Marxent
21 Oct 2022
Contributed by Lukas
Today we’re going to talk about the use of 3D in retail and beyond. To help me discuss this topic, I’d like to welcome Beck Besecker, Co-Founder a...
#288: Evaluating Digital Partners with Scott Liewehr, CEO of Digital Clarity Group
18 Oct 2022
Contributed by Lukas
Today we’re going to talk about how brands should evaluate and assess digital partners to help them accomplish their strategic, marketing, and techn...
#287: CDPs and the Organization of the Future with Heidi Bullock, CMO at Tealium
14 Oct 2022
Contributed by Lukas
Today we’re going to talk about the role of customer data and CDPs in the organization of the future. Tealium, which offers a leading Customer Data ...
#286: Real customer engagement with tangible results, with Mark Smith, CSG
11 Oct 2022
Contributed by Lukas
Brands have never had so much choice in the way that they reach their customers, but at the same time, this means that customers are flooded with bran...
#285: CX Innovation Without Boundaries, with Justin Anovick, Optimizely
07 Oct 2022
Contributed by Lukas
Today’s customer is on multiple devices and channels and wants a seamless experience as they interact with brands whenever, wherever, and however th...
#284: Using data to increase customer engagement, with James Manderson, Braze
04 Oct 2022
Contributed by Lukas
Today we’re going to talk about using data to increase customer engagement. To help me discuss this topic, I’d like to welcome James Manderson, SV...
#283: Next Best Action Approaches for Marketing with Shoel Perelman, Pega
30 Sep 2022
Contributed by Lukas
Today we’re going to talk about the power of always-on omnichannel marketing and how AI and next best action approaches can work together to create ...
#282: Transforming industries while benefiting customers with Demetrius Gray, Captain
27 Sep 2022
Contributed by Lukas
Today we’re going to talk about fintech can provide transformation in established industries that benefits customers, companies, and others. To help...