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

#547: Aligning brand with business strategy with Lori Poer and Nigel Dennis

10 Jul 2024

Contributed by Lukas

Welcome to a special episode of the show, brought to you by The Office of Experience, a design-driven, digital-first, vertically integrated and collab...

#546: The Great Hesitation with Sue Keith, Landrum Talent Solutions

08 Jul 2024

Contributed by Lukas

In this special episode, brought to you by Landrum Talent Solutions, , formerly Ceres Talent, a national recruiting firm specializing in marketing and...

#545: What it means to be customer-obsessed with Jill Pavlovich, Albertsons

05 Jul 2024

Contributed by Lukas

We are here in Nashville at Forrester CX Summit North America, and we’ve been hearing a lot about what it takes to create and sustain a great custom...

#544: Looking to veterans for the next wave of cybersecurity experts with Nakisha Dixon, Vercara

03 Jul 2024

Contributed by Lukas

In 2023, the global cybersecurity workforce grew 8.7%, reaching a record high of 5.5 million people, according to the 2023 ISC2 Global Workforce S...

#543: Better Together: CX + Digital + Marketing with AJ Joplin, Forrester

01 Jul 2024

Contributed by Lukas

Today, from the Forrester CX Summit North America in Nashville, we are thrilled to have AJ Joplin, Senior Analyst at Forrester, with us to discuss the...

#542: Forging Boundless Experiences with Humans + AI with JP Gownder, Forrester

28 Jun 2024

Contributed by Lukas

The adoption of AI into customer experiences, and marketing efforts is happening—rapidly. But it’s not enough to just slap AI onto an existing int...

#541 AI adoption is driving enterprise transformation, with Peter van der Putten, Pega

26 Jun 2024

Contributed by Lukas

We are here at PegaWorld iNspire at the MGM Grand in Las Vegas, Nevada we’ve been seeing some amazing things, including how AI can transform the ent...

#540: Real-world transformation with Rick Meehean, Church Mutual

24 Jun 2024

Contributed by Lukas

We are here at PegaWorld iNspire at the MGM Grand in Las Vegas, Nevada we’ve been seeing some amazing things, including how AI can transform the ent...

#539: Maximizing first-party data using AI with Tara DeZao, Pega

21 Jun 2024

Contributed by Lukas

We are here at PegaWorld iNspire 2024 at the MGM Grand in Las Vegas seeing some amazing things, including how AI can transform the enterprise and been...

#538: Open source in the enterprise with Jon Stewart, ZenSource

19 Jun 2024

Contributed by Lukas

As industries continue to evolve, the debate intensifies around the use of proprietary versus open-source solutions, especially within highly regulate...

#537: Accelerating the enterprise with AI with Kerim Akgonul, Chief Product Officer, Pega

17 Jun 2024

Contributed by Lukas

We are here at PegaWorld iNspire at the MGM Grand in Las Vegas, Nevada we’ve been seeing some amazing things, including how AI can transform the ent...

#536: Incremental data-driven transformation in the enterprise with Tommi Marsans, Verizon Business

14 Jun 2024

Contributed by Lukas

We are here at PegaWorld iNspire at the MGM Grand in Las Vegas, Nevada we’ve been seeing some amazing things, including how AI can transform the ent...

#535: The Continued Evolution of E-commerce with Mark Simon, Celigo

12 Jun 2024

Contributed by Lukas

In an era where consumer behavior is rapidly evolving, understanding the shifts in online shopping habits is crucial for any business involved in e-co...

#534: Employee Financial Wellness as Competitive Advantage with Nico Simko, Clair

10 Jun 2024

Contributed by Lukas

In today's work environment, financial wellness benefits are increasingly recognized for their role in enhancing employee satisfaction, retention, and...

#533: Real-World Application of AI in Marketing and CX with Kathryn Murphy, Twilio

07 Jun 2024

Contributed by Lukas

As businesses increasingly integrate AI into their marketing and customer experience strategies, understanding the real-world applications and implica...

#532: Staying ahead in e-commerce, with Laura Ritchey, CEO, Radial

05 Jun 2024

Contributed by Lukas

As the retail landscape continues to evolve at a rapid pace, staying ahead of the curve requires keen insights into technological advancements and eme...

#531: Customer engagement and loyalty in travel with Jeff Zotara, arrivia

03 Jun 2024

Contributed by Lukas

Today, we’re diving into some crucial aspects of customer engagement and loyalty programs in the travel industry. We'll explore how leading brands a...

#530: Creating valuable CX using Gen AI with Eli Finkelshteyn, Constructor

31 May 2024

Contributed by Lukas

In an era where customer expectations are continually evolving, the intelligent use of technology and data can significantly enhance the user experien...

#529: Better software testing for improved CX with Stephen Feloney, Perforce

29 May 2024

Contributed by Lukas

Today we’re going to talk about the impact of software testing on the customer experience, and how rising customer expectations mean that brands nee...

#528: The role of design in shaping the customer experience with Kaaren Hanson, Chief Design Officer at Chase

27 May 2024

Contributed by Lukas

We are living in an era where customer experience is paramount, and the role of design in shaping that experience cannot be overstated. Joining us tod...

#527: Optimizing data operations for AI in marketing, with Eric Madariaga, CData

24 May 2024

Contributed by Lukas

Artificial intelligence (AI) has become a pivotal tool for organizations seeking to enhance their marketing strategies and operational efficiency. Yet...

#526: Building extraordinary teams with Martin Gonzalez, Google

22 May 2024

Contributed by Lukas

We talk a lot on this show about how it takes people, process, data, and platforms working well together to make a successful company.  Today we’re...

#525: Operationalizing AI in the Enterprise with Peter Roschke, Coherent

20 May 2024

Contributed by Lukas

AI is, of course, at the top of every business leader's mind as questions come up about how it will inevitably fit into their tech stack. The issue he...

#524: Gary Vaynerchuk on capturing and leveraging consumer attention

17 May 2024

Contributed by Lukas

When the battle for consumer attention is fierce and ever-changing, understanding how to effectively capture and leverage this attention is crucial. T...

#523: The Dojo model and its transformative effect with TEKsystems, Part 2

15 May 2024

Contributed by Lukas

In the evolving landscape of today’s professional world, the pressing need for continuous skill development has never been more apparent. In this se...

#522: The Dojo model and its transformative effect with TEKsystems, Part 1

13 May 2024

Contributed by Lukas

In the evolving landscape of today’s professional world, the pressing need for continuous skill development has never been more apparent. In this se...

#521: Predictive Real-Time Marketing ROI with Guan Wang, Snowflake

10 May 2024

Contributed by Lukas

Today we’re going to talk about predictive, real-time marketing ROI - what it is, how to get there, what’s blocking many brands from achieving it,...

#520: Alignment of goals and incentives in the enterprise with Michael Vanderhoof, Charles Schwab

08 May 2024

Contributed by Lukas

In the fast-paced business environment we all know too well, setting the right goals and aligning incentives across an organization can be the key to ...

#519: The innovation gap, with Tanvir Khan, Chief Digital Officer, NTT Data

06 May 2024

Contributed by Lukas

There is a gap between organization’s aspirations to innovate and what they are actually achieving. Recent research from global consulting firm NTT ...

#518: Gen AI Governance in the Enterprise with Alon Yamin, Copyleaks

03 May 2024

Contributed by Lukas

Generative AI has made it abundantly easy to create all types of content, but what about the integrity of our content - whether that’s inaccuracies,...

#517: Fostering a culture of continuous improvement with Mana Ionescu, AXOS Bank

01 May 2024

Contributed by Lukas

Understanding and leveraging data, as well as fostering a culture of continuous improvement, are paramount for success in marketing today. Today, we'r...

#516: Customer and data centricity with Lamees Butt, Zoovu

29 Apr 2024

Contributed by Lukas

Today we’re going to talk about using customer-centric approaches combined with data-centric tools and processes to improve customer engagement and ...

#515: Predictive analytics and a first-party data strategy with Alan Gilleo, Leap Group

26 Apr 2024

Contributed by Lukas

Anyone listening to this show has heard us talk quite a bit about AI’s impact on marketing and the customer experience. We’ve covered a pretty bro...

#514: Nimble customer research with Todd Horvitz, Head of Insights, HP

24 Apr 2024

Contributed by Lukas

Today we’re going to talk about customer research, and how to do customer research in a nimble, agile way and still be incredibly effective, as well...

#513: AI & Fragmentation with Afif Khoury, SOCi

22 Apr 2024

Contributed by Lukas

The total number of solutions in the martech Lumascape has grown to more than 11K in 2023, representing almost 7,000% growth in the space in just 12 y...

#512: When "unmanaging" is the best way to manage teams, with Jack Skeels, AgencyAgile

19 Apr 2024

Contributed by Lukas

Today we’re going to talk about effective management of teams, even when that means you need to “unmanage” them - and we’ll talk a lot more ab...

#511: Brand engagement in a socially conscious market, with Taylor Bennett, DoorDash

17 Apr 2024

Contributed by Lukas

Today, we're diving deep into the role of brands in today's socially conscious market. We'll explore the intricacies of engaging with social issues, n...

#510: Missed opportunities with AI and CX with Tony Grout, Showpad

15 Apr 2024

Contributed by Lukas

As we talk about a lot on this show, organizations are investing in AI technologies more than ever and integrating them into existing systems to train...

#509: Optimizing the patient experience with Michael Burke and Josh Byrd from Copient Health

12 Apr 2024

Contributed by Lukas

Today we’re going to talk about optimizing the patient experience by looking at ways to optimize the operational efficiency—and in this case the o...

#508: The self-optimizing enterprise with Don Schuerman, CTO at Pega

10 Apr 2024

Contributed by Lukas

There is no question that greater reliance on predictive analytics, enhanced automation, and the capabilities of generative AI are helping to shape th...

#507: Gen AI and the Future of Publishing with Marc Sirkin, Third Door Media

08 Apr 2024

Contributed by Lukas

Is the future of research and content creation a chatbot? With all of the commotion that ChatGPT has created, several industries, including the market...

#506: Using GenAI to Generate Revenue with Assaf Baciu, Persado

05 Apr 2024

Contributed by Lukas

We are here at Shoptalk 2024 at the Mandalay Bay in Las Vegas, where retailers and the platforms that support them are gathered to talkin about reimag...

#505: Keeping pace with retail customer expectations with Craig Moore, Körber Supply Chain

03 Apr 2024

Contributed by Lukas

We are here at Shoptalk 2024 at the Mandalay Bay in Las Vegas, where retailers and the platforms that support them are gathered to talk about reimagin...

#504: Deep learning and the cookieless future with Jaysen Gillespie, RTB House

01 Apr 2024

Contributed by Lukas

We are here at eTail Palm Springs in Palm Spring, California and talking about all things retail, e-commerce, AI, and more. While we’ve talked quite...

#503: Better customer insights with Matt Butler and Russ Hannig

29 Mar 2024

Contributed by Lukas

Recorded live at eTail Palm Springs in Palm Spring, CA. We are talking about all things retail, e-commerce, AI, and more. My guests today can talk abo...

#502: Cross-functional collaboration plus AI augmentation with Mariam Asmar, Braze

27 Mar 2024

Contributed by Lukas

As companies continue to boast AI investments, marketers are struggling to keep up, according to a recent report from customer engagement platform Bra...

#501: AI and the CMO with Amanda Cole, CMO at Bloomreach

25 Mar 2024

Contributed by Lukas

Today we’re going to talk about the impact of AI on Chief Marketing Officers, as well as personalization and how, with the help of AI, it might fina...

#500: March Madness Special: Hyper-paced CX in the iGaming Industry with Pini Yakuel, Optimove

22 Mar 2024

Contributed by Lukas

Welcome to our first March Madness episode - and in the spirit of this, today we’re going to talk about the customer journey and experience in an in...

#499: AI and Digital Transformation with Jonathan Boakes, Infinum

20 Mar 2024

Contributed by Lukas

Today we’re going to talk about AI’s incorporation into both existing and new digital transformation initiatives, and what some of the implication...

#498: The value of B2B2C E-commerce with Carlos Manalo and Tom Flierl

18 Mar 2024

Contributed by Lukas

Today we’re going to talk about the value of B2B2C, and how to create a win-win situation for all parties involved despite the challenges and risks ...

#497: Great omnichannel CX in retail with Tracey Brown, Chief Customer Officer at Walgreens

15 Mar 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...

#496: The link between creativity and innovation with Anne Jacoby

13 Mar 2024

Contributed by Lukas

Today we’re going to talk about the link between creativity and innovation and how leaders that empower their teams to tap into their own creative s...

#495: Pay transparency and the employee experience with Sydney Artt, Anaconda

11 Mar 2024

Contributed by Lukas

While we mostly talk about marketing and the customer experience on this show, as we all likely know, employees and the employee experience directly a...

#494: Maximizing online marketplaces with Todd Walsh, HP

08 Mar 2024

Contributed by Lukas

We are here at eTail Palm Springs in Palm Spring, California and talking about all things retail, e-commerce, AI, and more. Today’s customer seeks v...

#493: The Top 3 in-demand marketing jobs for 2024 with Sue Keith, Ceres Talent

06 Mar 2024

Contributed by Lukas

In this special episode, brought to you by Ceres Talent, a marketing recruiting firm run by modern-day marketing matchmakers, we’re going to talk ab...

#492: Building and maintaining a culture of customer centricity with Abhii Parakh, Head of Customer Experience at Prudential

04 Mar 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...

#491: Data collection done right with Sean Falconer, Skyflow

01 Mar 2024

Contributed by Lukas

Today we’re going to talk about doing data collection right, by also exploring how to do it wrong, and what brands need to pay attention to when the...

#490: AI & Great Customer and Employee Experiences with Simonetta Turek, Chief Product Officer at Medallia

28 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...

#489: Machine learning in the enterprise with Eric Siegel, Machine Learning Week

26 Feb 2024

Contributed by Lukas

Today we’re going to talk about machine learning in the enterprise and how, despite a less than stellar success rate, organizations can achieve succ...

#488: Learning from our data with Matt Swalley, Omneky

23 Feb 2024

Contributed by Lukas

Today we’re going to talk about the value of learning from data to improve the customer experience. To help me discuss this topic, I’d like to wel...

#487: (Actually) great content with generative AI, with Jon Ricketts, AGYL AI

21 Feb 2024

Contributed by Lukas

It didn’t take long but the world is awash in generative AI-based content, and let’s face it. A lot of it isn’t great. But that’s not the way ...

#486: Igniting customer centricity with Sri Narasimhan, Head of Enterprise Customer Experience at CVS Health

19 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...

#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...