The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX
Episodes
#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...
#385: Dispelling Myths About Funding Creative and UX: What You Think You're Getting vs What You Really Need with Dan Knuckey and Jason Bowman from The Office of Experience
26 Jun 2023
Contributed by Lukas
Today we’re going to talk about Dispelling Myths About Funding Creative and UX: What You Think You're Getting vs What You Really Need, in a special ...
#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...