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

#839: Medallia's Courtney Shealy on moving contact centers from cost center to strategic asset

06 Apr 2026

Contributed by Lukas

What if your company’s most valuable source of competitive intelligence and brand insight isn’t a market research report, but your contact center?...

#838: BrandShield CEO Yoav Keren on the dark side of digital engagement

03 Apr 2026

Contributed by Lukas

What if your biggest competitor this holiday season isn't another brand, but an army of AI-powered scammers stealing your customers and destroying you...

#837: Domo Chief Design Officer Chris Willis on what to do about the trust deficit in enterprise AI

01 Apr 2026

Contributed by Lukas

Imagine your biggest AI-powered marketing decision is challenged by your CEO or legal team. Could you, right now, defend both the outcome as well as h...

Balancing marketing at a global scale with cultural intelligence with Katherine Melchior Ray

30 Mar 2026

Contributed by Lukas

As AI makes it easier than ever to reach a global audience, is it also making it easier to fail on a global scale? Agility requires more than just sp...

#835: Qualtrics' Jordan Harper on using synthetic panels to get real insight

27 Mar 2026

Contributed by Lukas

What if the most honest and insightful feedback you could get about your customers didn't come from an actual customer at all? Agility requires not j...

#834: Encore CEO Michael Gants on the importance of the paywall experience

26 Mar 2026

Contributed by Lukas

What if the most expensive moment in your customer acquisition funnel is also your most ignored opportunity? Agility requires seeing a user’s “no...

#833: Qualtrics' Ali Henriques on accelerating the speed to insights with synthetic research

25 Mar 2026

Contributed by Lukas

What if the biggest risk to your next global campaign isn’t the market, but the months you’ll spend waiting for research to tell you what the mark...

#832: Akeneo CEO Romain Fouache on building and maintaining trust while scaling up AI adoption

23 Mar 2026

Contributed by Lukas

What if the biggest risk in the AI era isn't falling behind the technology, but getting ahead of your customers' trust? Agility requires a constant f...

#831: CSG's Megan Lukitsch on radical simplicity in CX

20 Mar 2026

Contributed by Lukas

What if the ultimate goal of customer experience isn't to create a memorable moment, but to deliver an outcome so seamless and intuitive that the cust...

#830: Design Systems + Systems Thinking: How to Build a Design Language Your Whole Organization Can Actually Use

19 Mar 2026

Contributed by Lukas

If your brand guide is a book of laws that everyone ignores, how do you create a shared belief that people both follow and actually want to embrace?Ag...

#829: ActiveCampaign CEO Jason VandeBoom on AI as foundation versus feature

18 Mar 2026

Contributed by Lukas

If you had to start your business over from scratch today, would you build it the same way, or would you build it entirely around an AI core? Agility...

#828: From eTail: Building a long-term creator strategy with Wendy Wildfeuer from Motom

16 Mar 2026

Contributed by Lukas

In a world of fleeting social trends, how do you build a creator strategy that drives measurable, long-term revenue instead of just chasing momentary ...

#827: From eTail: Attentive CMO Keri McGhee on getting past AI hype to make the right strategic investments

13 Mar 2026

Contributed by Lukas

We’re all being told to "embrace AI or be left behind," but what if the biggest risk isn't ignoring AI, but implementing it poorly and alienating th...

#826: From eTail: RTB House's Jaysen Gillespie on performance marketing in an era of signal loss and consumer uncertainty

11 Mar 2026

Contributed by Lukas

WIth consumers increasingly skeptical of advertising, what's the real difference between a brand that's being genuinely helpful and one that's just be...

#825: From eTail: Zeta Global Chief Growth Officer Ed See on the expanding (and more demanding) role of the CMO

09 Mar 2026

Contributed by Lukas

As a marketing leader, is your primary job to persuade human customers, or are you now preparing to negotiate directly with their AI agents? Agility ...

#824: From eTail: Furniture.com CMO Dan Bennett on how to win the high-consideration purchase

06 Mar 2026

Contributed by Lukas

What if the biggest friction point in your customer's journey isn't your checkout page, but the overwhelming paradox of choice you’ve intentionally ...

#823: Hostinger CEO Daugirdas Jankus on scaling from a local player to a global force

05 Mar 2026

Contributed by Lukas

Agility requires a business to both react to market shifts while also building a foundational platform that allows it to scale globally without losing...

#822: From eTail: NoFraud Head of CX Breanna Moreno on customer loyalty, post-purchase abuse, and the moments after a sale

04 Mar 2026

Contributed by Lukas

Most brands are investing millions in creating seamless, generous customer experiences. But what if a small fraction of your customers are exploiting ...

#821: From eTail: CommerceIQ's Himanshu Jain and Bill Schneider on delaying the gap between strategy and execution

03 Mar 2026

Contributed by Lukas

What if the biggest bottleneck in your commerce strategy isn't the strategy itself, but the time it takes your team to actually perform the actions to...

#820: From eTail: Stitch Fix's Noah Zamansky on bringing back the fun of shopping and integrating agentic AI into retail

02 Mar 2026

Contributed by Lukas

Consumers aren’t lacking for choice. Instead, they’re usually drowning in a sea of options, and it’s up to brands to find ways to go beyond simp...

#819: Recurrent CEO Andrew Perlman on the role of traditional media companies when there are 1.1 billion active content creators

27 Feb 2026

Contributed by Lukas

With over a billion creators projected to be active in the next decade, is the traditional distinction between a brand, a publisher, and a creator in ...

#818: Informatica's CMO Jim Kruger on data as the foundation for innovation

25 Feb 2026

Contributed by Lukas

What if the biggest barrier to your AI-powered future isn't the algorithm, but the state of your data from five years ago? Agility requires more than...

#817: Canva's Emma Robinson on the power of visual communication in B2B marketing

23 Feb 2026

Contributed by Lukas

With B2B marketers drowning in data and automation, have we forgotten that our buyers are still human beings who are moved more by compelling visuals ...

#816: Shipt's Courtney Owumi on achieving and demonstrating CX ROI

20 Feb 2026

Contributed by Lukas

What if your most persistent customer complaint wasn't a flaw to be fixed, but a key that could unlock an entirely new business model? Agility requir...

#815: CIBC's Stephanie Leheta on moving from silos to enterprise scale CX

18 Feb 2026

Contributed by Lukas

What happens when you tie a quarter of every employee’s variable compensation not to sales targets, but to customer experience metrics? Agility req...

#814: United Rentals' Alyse Fuller on driving real impact without being overwhelmed by data

16 Feb 2026

Contributed by Lukas

What if one of your most valuable CX analysts isn't even a person? Agility requires not just collecting data, but closing the gap between insight and...

#813: Big Game Recap: Zappi CMO Nataly Kelly shares the winners and losing advertisers

13 Feb 2026

Contributed by Lukas

Did your brand just spend $7 million on a 30-second ad that alienated or ignored half its potential audience? Agility requires a willingness to chall...

#812: Capillary Technolgies' Jim Sturm on customer loyalty as enterprise strategy

12 Feb 2026

Contributed by Lukas

In a world without third-party cookies, is your customer loyalty program your most valuable asset, or your biggest missed opportunity? Agility requir...

#811: Sesimi CEO Andy Baker on connecting marketing strategy with frontline execution

11 Feb 2026

Contributed by Lukas

Is your brand's biggest vulnerability a traditional competitor, or your organization’s inability to execute your strategy consistently across every ...

#810: Bynder's Luke Roberts on brand and content governance in a 1:1 omnichannel world

09 Feb 2026

Contributed by Lukas

What if the biggest threat to your brand’s integrity isn't a competitor, but the sheer volume of unmanaged, ungoverned, and untraceable content your...

#809: Jacquard Chief Product & Growth Officer Toby Coulthard on sounding verifiably human in an AI world

06 Feb 2026

Contributed by Lukas

As every brand rushes to adopt generative AI, what if the greatest competitive advantage is no longer about speed and scale, but about sounding unique...

#808: Resident Expert: Bill Staikos on the market activity in 2025 MarTech & CX platforms and what 2026 will bring

05 Feb 2026

Contributed by Lukas

As a marketing leader, you often spend so much time on the strategies and tactics that keep your brand growing that it’s difficult to keep up with w...

#807: AI21 Labs CMO Sharon Argov on navigating promise vs. reality with AI adoption

04 Feb 2026

Contributed by Lukas

With every board member and CEO demanding a generative AI strategy yesterday, how much of the conversation is about creating real business value versu...

#806: NiCE Cognigy VP of Marketing Alan Ranger on agentic customer service

02 Feb 2026

Contributed by Lukas

We've spent years trying to make our chatbots sound more human, which is great. But what if the larger goal should have also been to make them as usef...

#805: Omnissa CMO Renu Upadhyay on balancing AI innovation with org chart disruption

30 Jan 2026

Contributed by Lukas

What if the biggest risk to your marketing AI strategy isn't the technology itself, but the org chart it's fracturing? Agility requires more than jus...

#804: GenLayer CEO Albert Castellana on AI's accountability gap

28 Jan 2026

Contributed by Lukas

When an AI agent makes a decision that costs your company millions in a lawsuit, who do you fire? Agility requires both the speed to adopt new techno...

#803: Apollo.io CMO Marcio Arnecke on agentic Go-To-Market approaches

26 Jan 2026

Contributed by Lukas

For years, we've heard about AI transforming software development. But what if that same level of agentic, AI-driven collaboration could be applied no...

#802: eTail's Lena Moriarty on e-commerce in the year ahead

23 Jan 2026

Contributed by Lukas

What happens when your best customer is no longer a person, but an AI agent acting on their behalf? Agility requires not just adapting to new technol...

#801: Brandlight CEO Imri Marcus on GEO, AI browsers, and the new search experience

21 Jan 2026

Contributed by Lukas

For the last two decades, marketers have lived by the decisions one company has made and the experience customers have with that company’s search ba...

#800: Five9 VP of CX Jenn Edwards on building great customer experience when behavior shifts

19 Jan 2026

Contributed by Lukas

When 62% of your customers are making decisions based on deals and discounts, is investing in premium customer experience a luxury you can still affor...

#799: ISM President Dave Simon on maximizing retail media network investments

16 Jan 2026

Contributed by Lukas

Retail Media Networks are generating billions of dollars, but not all brands benefiting from them equally. Agility requires more than just shifting b...

#798: Phill Agnew of the Nudge Podcast on the psychology of successful marketing and CX

14 Jan 2026

Contributed by Lukas

In a world obsessed with Martech optimization and AI, is the most overlooked competitive advantage simply understanding how the human brain actually w...

#797: Vitam CMO Lisa Avvocato on AI's Growing Role from Search to Transaction

12 Jan 2026

Contributed by Lukas

With AI like ChatGPT now handling the customer journey from search to potentially the entire transaction, are we about to witness the end of the brand...

#796: Shutterstock's Allison Sitzman on how to counter the marketing impact gap

09 Jan 2026

Contributed by Lukas

What if I told you that for every new dollar you’ve added to your marketing budget in the last two years, your actual impact on customers has gone d...

#795: Resident Expert: Novi CEO Kimberly Shenk on how agentic AI changes buyer's journey

08 Jan 2026

Contributed by Lukas

This episode is brought to you by Novi. Novi is the infrastructure powering brand growth in AI commerce. By connecting brands, certification bodies, a...

#794: LiveRamp CMO Jessica Shapiro on building brand trust while automating at scale

07 Jan 2026

Contributed by Lukas

With AI poised to generate nearly infinite content, personalization, and experiences, is the single most important thing marketers should be focused o...

#793: PAN Communications CMO Mark Nardone on 2026 predictions and staying ahead of GEO

05 Jan 2026

Contributed by Lukas

What if the foundation of your digital strategy, your corporate website, is becoming less important than the conversations happening about your brand ...

#792: Replay: Increasing speed to insights with Sid Banerjee, Medallia

02 Jan 2026

Contributed by Lukas

As the year wraps up, we are replaying some of our favorite conversations from 2025, including this one!What could your CX teams do to strategically m...

#791: Replay: Lovesac CEO Shawn D. Nelson on building a resilient brand in an uncertain world

31 Dec 2025

Contributed by Lukas

As the year wraps up, we are replaying some of our favorite conversations from 2025, including this one!What if bankruptcy, a global financial crisis,...

#790: Replay: Building stronger customer relationships using AI with Noah Zamansky, Stitch Fix

29 Dec 2025

Contributed by Lukas

As the year wraps up, we are replaying some of our favorite conversations from 2025, including this one!AI can create immersive, human-centric experie...

#789: Replay: What happens to your KPIs when both CLV and Customer Acquisition Costs rise? With Jamie Domenici, Klaviyo

26 Dec 2025

Contributed by Lukas

As the year wraps up, we are replaying some of our favorite conversations from 2025, including this one!Customer lifetime value is a critical KPI, but...

#788: Year-end review with Greg Kihlström, The Agile Brand

24 Dec 2025

Contributed by Lukas

In this episode I’m going to do something a little different. As we wind down for the year, we’re going to be running some of our favorites from 2...

#787: Tray.ai's Stephen Stouffer on AI adoption and why marketers should care about the integration layer

22 Dec 2025

Contributed by Lukas

Why are so many companies spending billions on AI, only to see their most ambitious projects stall out before they ever impact the customer experience...

#786: Thrad CEO Andrea Tortella on advertising in your conversational AI

19 Dec 2025

Contributed by Lukas

What if the most valuable part of your next conversation with an AI wasn't the answer it gave, but the ad it served? Agility requires more than just ...

#785: Avaya CTO David Funck on building persistent memory of the customer with AI

17 Dec 2025

Contributed by Lukas

What if every AI interaction with a customer built upon the last, instead of starting from scratch every single time, or at least having it feel that ...

#784: Monday.com Global Creative Director Robbie Ferrara on clarifying the benefits of AI

15 Dec 2025

Contributed by Lukas

What if the biggest risk in deploying AI isn't the technology itself, but how your team is able to understand its most significant benefits? Agility ...

#783: Typeface CMO Jason Ing on the paradox of hyper personalization and brand consistency

12 Dec 2025

Contributed by Lukas

What happens when your brand has a million different voices speaking to a million different customers? Is that the pinnacle of personalization, or is ...

#782: Saleforce Marketing Cloud CMO Bobby Jania on the end of "Do No Reply" marketing

10 Dec 2025

Contributed by Lukas

What if the most damaging phrase in your marketing isn't a four-letter word, but three simple ones: "Do Not Reply"? Agility requires more than just m...

#781: CommerceIQ CMO Sai Koppala on retailer resilience through intelligent operations

08 Dec 2025

Contributed by Lukas

What if the biggest threat to your brand’s profitability isn’t the next tariff or supply chain disruption, but an outdated playbook that forces yo...

#780: Third-party partner experience and security with Haider Iqbal, Thales

05 Dec 2025

Contributed by Lukas

What if the biggest threat to your brand’s agility and security isn't a competitor, but the welcome mat you lay out for your own partners? Agility ...

#779: Denodo CMO Ravi Shankar on why good data is critical to AI success

04 Dec 2025

Contributed by Lukas

What if the multi-million dollar AI initiative you're championing is being silently sabotaged, not by a competitor, but by your own data infrastructur...

#778: Intuit Mailchimp's Diana Williams on moving from fragmentation to holiday sales success

03 Dec 2025

Contributed by Lukas

During the chaos of the holiday season, is it possible for small retailers to turn their fragmented customer data into a perfectly timed, personalized...

#777: Cisco's Chang Chang on how AI is fundamentally reshaping the contact center

01 Dec 2025

Contributed by Lukas

Is your contact center ready to become a profit center? Agility requires not just adopting new technologies like AI, but also fundamentally rethinkin...

#776: Black Friday Special: Zappi CMO Nataly Kelly on the high-stakes world of holiday advertising

28 Nov 2025

Contributed by Lukas

In a world drowning in data, is the 'big creative idea' for a holiday campaign an endangered species, or is it more critical than ever? Agility requi...

#775: ZICO Coconut Water Founder Mark Rampolla on brand integrity and the courage to make tough decisions

26 Nov 2025

Contributed by Lukas

For most entrepreneurs, the exit is the goal, as well as the end of at least that part of their story. But what if the end is actually a new beginning...

#774: Seel CRO Laura Huddle on seeing customer returns as an opportunity

25 Nov 2025

Contributed by Lukas

What if the most dreaded part of your customer's journey: the return, was actually your biggest untapped opportunity for growth?This show is sponsored...

#773: Building loyalty and trust through focused innovation with Lindsey Kling, Coterie

24 Nov 2025

Contributed by Lukas

How can your brand build genuine loyalty that translates into long-term business value when customer expectations continually evolve? Agility demands...

#772: Contentful CMO Elizabeth Maxson on AI-augmented human creativity in marketing

21 Nov 2025

Contributed by Lukas

With increased AI Adoption, is the most valuable skill for a modern marketer empathy with customers, or is it successfully prompting? Contentful, in ...

#771: Design Systems as a Digital Transformation Catalyst with Nigel Dennis, The Office of Experience

20 Nov 2025

Contributed by Lukas

What if the very system you invested in to create brand consistency and efficiency is now the biggest thing slowing down your digital transformation a...

#770: Constant Contact CEO Frank Vella on how B2B marketers and SMBs can partner for success

19 Nov 2025

Contributed by Lukas

Is the increasing investment in marketing by SMBs a sign of growth and optimism, or is it masking a deeper struggle with confidence and effectiveness?...

#769: Zoom CMO Kim Storin on why growth problems are often brand problems

17 Nov 2025

Contributed by Lukas

In a world obsessed with conversion rates and customer acquisition costs, have we forgotten the one thing that actually makes both of them better?Agil...

#768: Infios Chief Innovation Officer Eugene Amigud on use-case driven success with AI

14 Nov 2025

Contributed by Lukas

How can large organizations embrace the speed and adaptability of a startup while navigating the complexities of established processes and legacy syst...

#767: Krisp.ai Co-Founder Arto Minasyan on voice AI and the customer experience

13 Nov 2025

Contributed by Lukas

What if your customers could talk directly to your brand, without scaling your your customer service teams to a 1:1 capacity? This episode is brought...

#766: Square CMO Lindsey Irvine on connecting with customers through community-driven storytelling

12 Nov 2025

Contributed by Lukas

As we’re increasingly inundated with AI-generated content and algorithm-driven ads, what’s more powerful: yet another new technology, or the authe...

#765: Hexagon AB's George Chang on building a unified system of marketing measurement

10 Nov 2025

Contributed by Lukas

When it comes to your digital experience, how often does a ‘great idea’ from a senior leader’s gut feeling get completely dismantled by actual u...

#764: Closing the gap between brand promise and brand experience with Mark Wagner, Horizontal Digital

07 Nov 2025

Contributed by Lukas

What if your brand's voice is drifting off-key in the ears of your customers, and you're the last one to know? Agility requires more than just rapid ...

#763: Pega CTO Don Schuerman on how AI can pay down tech debt and accelerate digital transformation

06 Nov 2025

Contributed by Lukas

Pega provides the leading AI-powered platform for enterprise transformation. The world’s most influential organizations trust Pega’s technology to...

#762: Scaling a brand while maintaining local differentiation with Renaud Delaquis, Coastline Academy

05 Nov 2025

Contributed by Lukas

With customer expectations constantly evolving, how can large organizations avoid using obsolete methods and instead embrace agility to thrive and dri...

#761: Treasure Data CEO Kaz Ohta and CMO Karen Wood on the AI-driven reinvention of marketing

03 Nov 2025

Contributed by Lukas

What if the very foundation of your marketing cloud, the one you've spent years building, is at worst actually giving your AI amnesia, and at best mis...

Intuit Mailchimp's Diana Williams on moving from fragmentation to holiday sales success

03 Nov 2025

Contributed by Lukas

During the chaos of the holiday season, is it possible for small retailers to turn their fragmented customer data into a perfectly timed, personalized...

#760: Nestlé's Daniel Damasio on successful marketing transformation that is both global and local

31 Oct 2025

Contributed by Lukas

When customers continually demand hyper-local relevance, is the concept of a "global brand" an asset or a liability? Agility requires not just the ab...

#759: Transcend's Phyllis Fang on personalization utilizing data privacy by design

30 Oct 2025

Contributed by Lukas

With AI making it easier than ever to generate content, and consumers demanding more privacy than ever, is the promise of true 1:1 personalization now...

#758: Lovesac CEO Shawn D. Nelson on building a resilient brand in an uncertain world

29 Oct 2025

Contributed by Lukas

What if bankruptcy, a global financial crisis, and other hurdles along the way aren’t the end of your brand, but instead a way to help you define wh...

#757: Funnel CEO Fredrik Skantze on the evolution of marketing measurement

27 Oct 2025

Contributed by Lukas

Marketing is quickly evolving - is your team agile enough to navigate the waters of evolving customer expectations, best practices in marketing measur...

#756: Eagle Eye CRO Jeff Baskin on maximizing your retail media network strategy

24 Oct 2025

Contributed by Lukas

Are retailers leaving money on the table by treating retail media networks as just another advertising channel, rather than a strategic lever for grow...

#755: Sitecore CMO Michelle Boockoff-Bajdek and Microsoft's Talisha Padgett on designed intelligence for marketing

23 Oct 2025

Contributed by Lukas

In the race to adopt AI, how do we avoid creating a sea of sameness and alienating the very customers we're trying to connect with? Today, we're goin...

#754: Robin Ross on what happens to retail when your best customers are AI agents

22 Oct 2025

Contributed by Lukas

What if your perfectly crafted brand message, your multi-million dollar ad campaign, and your carefully designed user experience are completely ignore...

#753: Wrike CMO Christine Royston on building marketing teams for agility

20 Oct 2025

Contributed by Lukas

Is your marketing organization built for disruption or doomed to be disrupted? Agility requires both rapidly responding to market changes while also ...

#752: Microsoft Azure Core CTO Marcus Fontoura on innovation and the platform mindset

17 Oct 2025

Contributed by Lukas

Is your organization truly agile, or are you still clinging to outdated processes and siloed teams instead of a platform mindset?Agility requires a fu...

#751: Traject Data CEO Rochelle Thielen on the role of data in retail

15 Oct 2025

Contributed by Lukas

In today's hyper-competitive retail landscape, is it even possible to build a sustainable brand without a thorough, real-time understanding of your cu...

#750: MOO's Corin Mills on the strength of physical marketing in the digital age

13 Oct 2025

Contributed by Lukas

With all the fragmentation in the media landscape, how can brands cut through the digital noise and create meaningful connections with their customers...

#749: Data Axle CEO Andrew Frawley on using identity resolution for stronger customer relationships

10 Oct 2025

Contributed by Lukas

Are you building a brand that's building customer relationships—and the data behind them—to last or one that's just trying to keep up with today’...

#748: Markup AI CEO Matt Blumberg on creating a winning AI-supported content strategy

09 Oct 2025

Contributed by Lukas

How can large organizations harness the power of AI for content creation while simultaneously mitigating the risks that come with exponentially scalin...

#747: Shutterfly's Chip Lewis on building a strong content strategy by listening to customers

08 Oct 2025

Contributed by Lukas

Is your content strategy guided more by hunches than data? Agility requires being nimble enough to adapt everything from a single post to key componen...

#746: Microsoft's Kelly Soligon on personalizing the DTC customer experience

06 Oct 2025

Contributed by Lukas

In a world saturated with marketing messages, how can brands cut through the noise and create truly resonant experiences that go beyond transactions t...

#745: Digital experience analytics and VOC with Dave Anderson, Contentsquare

03 Oct 2025

Contributed by Lukas

Is your brand agile enough for the changing expectations of your customers in a world increasingly driven by AI? Agility requires more than just fast...

#744: Journey management and driving business results with Mark Smith and Raymond Gerber, Institute for Journey Management

02 Oct 2025

Contributed by Lukas

The customer journey guides the lifetime value of our most important audiences, yet how do we ensure that we are planning, mapping, managing, and opti...

#743: Always-on collaboration between AI and marketing with Devin Kunysz, Salesforce

01 Oct 2025

Contributed by Lukas

Are marketers ready to relinquish some control and embrace a future where autonomous agents handle complex tasks and act as always-on collaborators? ...

#742: Making frictionless payments a reality with Peter Galvin, NMI

29 Sep 2025

Contributed by Lukas

How do we future-proof the digital payment experience so it becomes invisible to customers—yet keep it working harder than ever for brands?Agility r...

#741: Managing your brand reputation in real-time with Jeff Hahn, Hahn Agency

26 Sep 2025

Contributed by Lukas

AI, real-time marketing, and influencer partnerships can be amazing ways to reach customers, but how do you manage the risk they could potentially bri...