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

#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...

#281: Improving the Retail Employee Experience with Melissa Wong, Zipline

23 Sep 2022

Contributed by Lukas

Today we’re going to talk about improving the retail employee experience. To help me discuss this topic, I’d like to welcome Melissa Wong, CEO & C...

#280: Leading Professional Services Firms to Success, with Sean Campbell, Cascade Insights

20 Sep 2022

Contributed by Lukas

Today we’re going to talk about success with professional services firms, from leadership, to sales and marketing, to client relationships. To help ...

#279: Employee Engagement in a Hybrid World of Work with Alexander Embiricos of Remotion

16 Sep 2022

Contributed by Lukas

Today we’re going to talk about employee engagement in a remote and hybrid world of work.. To help me discuss this topic, I’d like to welcome Alex...

#278: Executive Leadership Branding with Bonnie Habyan, X-Caliber Capital

13 Sep 2022

Contributed by Lukas

Today we’re going to talk about the importance of executive leadership in branding and marketing of successful companies. To help me discuss this to...

#277: How internal change agents drive successful digital transformation, with Adam Chen CMO of The Amenity Collective

09 Sep 2022

Contributed by Lukas

Today we’re going to talk about the role of change agents in digital transformation. To help me discuss this topic, I’d like to welcome Adam Chen,...

#276: Using AI to Improve the Customer Experience, with Deon Nicholas, CEO and Co-Founder of Forethought

06 Sep 2022

Contributed by Lukas

Today we’re going to talk about using Artificial Intelligence to improve the Customer Experience. To help me discuss this topic, I’d like to welco...

#275: Creating a Winning Product Roadmap to Improve a Company's Innovation Success Rate with Tony Ulwick

02 Sep 2022

Contributed by Lukas

Today we’re going to talk about creating a winning product roadmap to improve a company’s innovation success rate. To help me discuss this topic, ...

#274: Digital Transformation in the Enterprise, Part 2 with Kunal Patil, TEKsystems

30 Aug 2022

Contributed by Lukas

I’m excited to introduce part 2 of a special series about the efforts, seemingly every company is on, to modernize their business through digital tr...

#273: Digital Transformation in the Enterprise, Part 1 with Kunal Patil, TEKsystems

26 Aug 2022

Contributed by Lukas

I’m excited to introduce part 1 of a special series about the efforts, seemingly every company is on, to modernize their business through digital tr...

#272: Forever Unified: Customer and Employee Experience, with David Ostberg, Medallia

23 Aug 2022

Contributed by Lukas

Today we’re going to talk about Customer Experience and Employee Experience and how these are forever unified. For the show today, to help me discus...

#271: Driving Change to Have More Successful CX Programs with Judy Bloch, Medallia

19 Aug 2022

Contributed by Lukas

The practice of Customer Experience is continually evolving, and practitioners need to adapt to these changes, incorporating new methods into existing...

#270: Setting Expectations Early for Better Customer Experience with Craig Colby, OneStream Software

16 Aug 2022

Contributed by Lukas

Today we’re going to talk about setting boundaries and expectations during the sales cycle to prevent poor performance or disappoint down the line. ...

#269: When Customer Data Benefits Customers, Employees, and the Business, with Barry Padgett, CEO of Amperity

12 Aug 2022

Contributed by Lukas

Today we’re going to talk about making the most of your customer data to benefit both your customers, your employees, and business outcomes. Brands ...

#268: Building a Strong Remote Work Culture with Tim Brackney, COO, RGP

09 Aug 2022

Contributed by Lukas

Today we’re going to talk about building a strong culture that thrives in a remote work environment. To help me discuss this topic, I’d like to we...

#267: Success with influencer marketing, with Magda Houalla, Aspire

05 Aug 2022

Contributed by Lukas

Today we’re going to talk about how to be successful with an authentic influencer marketing campaign. To help me discuss this topic, I’d like to w...

#266: The Business Value of Partner Programs with Bernie Kassar, Xactly

02 Aug 2022

Contributed by Lukas

Today we’re going to talk about the business value of partner programs to both the sales pipeline as well as to the Customer Experience. To help me ...

#265: Product Management & CX with Nichole Mace, VP Product Growth at Pendo

29 Jul 2022

Contributed by Lukas

Today we’re going to talk about the evolution of product management, and its importance to the customer experience. To help me discuss this topic, I...

#264: The Power of Customer Communities with Jake Randall of Common Room

26 Jul 2022

Contributed by Lukas

Today we’re going to talk about the power of customer communities to drive great CX for everyone. To help me discuss this topic, I’d like to welco...

#263: Conversational AI with Bob Summers, Goodcall

22 Jul 2022

Contributed by Lukas

Today we’re going to talk about improving the customer experience with conversational AI. To help me discuss this topic, I’d like to welcome Bob S...

#262: Sustainable strategic growth for the enterprise leader with Stuart Leo, Waymaker.io

19 Jul 2022

Contributed by Lukas

Today we’re going to talk about how enterprise leaders can achieve sustainable, strategic growth and how to avoid pitfalls along the way. To help me...

#261: Intrinsically motivated teams with Patrick Touhey, Author of Forever Teammates

15 Jul 2022

Contributed by Lukas

Today we’re going to talk about creating healthy work cultures that are intrinsically motivated to contribute and be great teammates. To help me dis...

#260: The Value of a Strong Brand Strategy with Stephen Houraghan, Brand Master Academy

12 Jul 2022

Contributed by Lukas

Today we’re going to talk about the value of branding and a strong brand strategy. To help me discuss this topic, I’d like to welcome Stephen Hour...

#259: Citizen Data Scientists, with Tim Kraska, Professor, MIT and Co-Founder at Einblick

08 Jul 2022

Contributed by Lukas

Today we’re going to talk about the power of citizen data scientists, and making data science and machine learning more accessible to non-technical ...

#258: Healthy Organizational Cultures with Gary David, Bentley University

05 Jul 2022

Contributed by Lukas

Today we’re going to talk about experience design from a systems perspective and what creates a healthy organizational culture. To help me discuss t...

#257: Making Better Marketing Decisions with Brand Tracking, with Angeley Mullins, CMO, Latana

01 Jul 2022

Contributed by Lukas

Today we’re going to talk about the importance of brand tracking in order to make better marketing decisions. To help me discuss this topic, I’d l...

#256: Automation's Role in Customer-Centric Retail Operations with Doug LaBahn, CMO at Cin7

28 Jun 2022

Contributed by Lukas

Today we’re going to talk about automation, and how it is helping retailers stay customer-focused amidst a variety of challenges including supply ch...

#255: Creating an unbeatable B2B brand with Drew Neisser, Renegade

24 Jun 2022

Contributed by Lukas

Today we’re going to talk about creating an unbeatable B2B brand that is able to adapt and grow in an increasingly competitive marketplace. To help ...

#245: Hyper-personalized customer communications with Eric Frankel, AdGreetz

21 Jun 2022

Contributed by Lukas

Today we’re going to talk about hyper-personalized communications and why it is so important to tailor the customer experience you provide. To help ...

#253: The Future of Nonprofits with Sindy Yeh and Steve Blair

17 Jun 2022

Contributed by Lukas

Today on a special Return on Creativity episode, we’re going to talk about the future of nonprofits and what it will take to create and grow the non...

#252: Automation in the workforce with Aaron Kwittken, PRophet

14 Jun 2022

Contributed by Lukas

Today we’re going to talk about the use of automation and machine learning in the workforce, and how it can be used as a force multiplier for organi...

#251: Creating a Consistently Great Customer Experience, with Wendy Pravda, Medallia

10 Jun 2022

Contributed by Lukas

Today we’re going to talk about how to ensure your organization takes a structured approach to providing a consistently great customer experience th...

#250: The Future of ESG with Chuck Amman, Semtech

07 Jun 2022

Contributed by Lukas

Today we’re going to talk about the importance of ESG, or Environmental, Social and Governance initiatives as a part of corporate citizenship. To he...

#249: Differentiation in a Crowded Marketplace with Matthew Stibbe, CEO Articulate Marketing

03 Jun 2022

Contributed by Lukas

Today we’re going to talk about differentiation in crowded marketplaces. To help me discuss this topic, I’d like to welcome Matthew Stibbe, CEO of...

#248: The Visionary / Manager Binary with Darby Vannier, author of The Indispensable Leader

31 May 2022

Contributed by Lukas

Today we’re going to talk about successful leadership and breaking out of the visionary/manager binary To help me discuss this topic, I’d like to ...

#247: Advertisers and Data Privacy with Cameron Horton, Attribution

27 May 2022

Contributed by Lukas

Today we’re going to talk about the coming data privacy changes that will affect marketers, such as third party cookie and mobile device ID changes....

#246: The Power of Decision Intelligence, Part 2, with Ramesh Vishwanathan of TEKsystems

24 May 2022

Contributed by Lukas

Introducing a special series about the power of decision intelligence. This series is brought to you by TEKsystems, an industry leader in Full-Stack T...

#245: Intentionality and Employer Branding with Roy Abdo, Digital Revamp

20 May 2022

Contributed by Lukas

Today we’re going to talk about the continued importance of employer branding, and why it is so important to be intentional about documenting and co...