The Agile Brand™ with Greg Kihlström

Congrats to Greg Kihlström for being recognized by CMSWire as a 2024 Contributor of the Year! In this Q&A, he shares thoughts on some of the most pressing issues for #marketers as we head into the new year: ➡️ #Agile leadership. Setting clear goals, embracing experimentation, and adapting with data-driven decisions foster alignment and innovation. ➡️ #Composable architectures. Strategic roadmaps for modular systems enhance agility and customer experience while avoiding poor decisions. ➡️ Human-centric transformation. Balancing technology with people and processes is key to successful and resonant digital transformation. ➡️ Collaborative #datagovernance. Shared responsibility in data quality and ethics builds trust and supports AI-driven insights. Read it here:

 📣 📣 📣 New Episode Alert: From Harvard to CX Excellence: Lessons from the Classroom with Rob Markey I'm excited to kick off season 3 with Rob Markey! It's his third time on the show, and I think you will see why I'm so excited about the insights he shares. Rob is a Senior Lecturer at Harvard Business School and an Advisory Partner at Bain and Company. He’s widely known for his work on customer loyalty and the development of the Net Promoter Score and System. 🌟 In this episode, we explore Rob's journey and his current role at Harvard, including his innovative approach to teaching customer experience management. Here are 3 key takeaways you won't want to miss: 👉 Service Business Design: Learn how understanding customer needs and crafting a value proposition around those needs can drive business success. From extermination businesses to banking, effective service design is crucial. 👉 Customer and Employee Management Systems: Dive into the importance of customer management systems that help customers navigate the business model and employee management systems that elevate and empower employees to deliver exceptional service. 👉 Learning and Adapting: Discover the power of customer feedback and how companies can adapt, innovate, and grow even in the face of market changes and challenges. A great example discussed was the untapped potential in effectively responding to customer praise. 🌟 Special Highlight: Rob shares fascinating insights from his classroom experiences and practical exercises, like the customer compatibility exercise and letter-writing campaigns to service organizations. These exercises show the powerful impact of customer communication and feedback. Don’t miss out on this episode packed with actionable insights and thought-provoking discussions on modern customer experience management! Tune in now and transform your CX strategy. #CustomerExperience #CX #BusinessStrategy #HarvardBusinessSchool #Leadership #CustomerLoyalty #Podcast #NetPromoterScore 

The latest by Greg Kihlström for CMSWire discusses the connection between automation in the #employeeexperience and improvements to the #customerexperience It is important to think about this relationship in the right way. AI is powerful when it augments, not when it replaces. There is also a need to balance efficiency with empathy. Finally, it is past time to start looking at how automation can boost #CLV #CX #AI #automation #EX #CXstrategy #AIML #RPA

⛳ Are your landing pages truly working for you, or are you caught in a cycle of driving traffic to pages that fail to convert effectively? 📉 Joining host Greg Kihlstrom to discuss this topic is Sahil Patel, CEO of Spiralyze. Sahil leads a company that has analyzed over 34,000 landing pages and insights from more than 130,000 A/B tests. He’s here to share actionable strategies for improving #conversionrates, debunking common testing myths, and escaping the trap of underperforming landing pages. #ROI #marketers #CRO

There were already too many #marketingtechnology tools to keep track of, and now with the proliferation of #marketingai tools, the choices of best platforms aren't getting any easier. The latest article by Greg Kihlström for MarTech discusses how to choose the right #AI platforms to fit in your #MarketingOperations people, process, data, and platform infrastructure: https://buff.ly/4ayPSpT #martech #marketingoperations #MOps

💵 Are you sure you know where your marketing dollars are making the biggest impact? 📈 In an omnichannel world, pinpointing where your ad spend is most effective is tougher than ever. What if you could use AI to make it easier? We’re discussing how to optimize #marketing effectiveness through Marketing Mix Modeling, AI, and predictive analytics. Host Greg Kihlstrom welcomes Michael True, CEO & Co-Founder of Prescient AI . Today, we’ll explore how to ensure your marketing dollars are delivering maximum return on investment and the role AI plays in getting it right. #mediamixmodeling #advertising #ROAS #ROI

You don't have to be dogmatic about your approach, but agility is no longer an option to keep up with rising expectations while continuously innovating. Read my latest for CustomerThink: Building a Culture of Agility in CX and Marketing https://buff.ly/3xl0cTX #agile #CX #marketing #agility

Personalization works for several reasons, but one of them is based on psychology. Read the latest by Greg Kihlström for Forbes Agency Council - 3 Psychological Principles To Use In Personalized Marketing https://buff.ly/49mHQPM #personalization #marketingpsychology #martech

Huge congrats to Greg Kihlström for being named one of the CMSWire Contributors of the Year for 2024. What a way to round out the year! Catch Greg's latest articles here: https://buff.ly/41IbJK0 #martech #marketingtechnology #digitalstrategy #CMSWire

🎉 Thanks to Thinkers360 for naming The Agile Brand Guide: Digital Experience Platforms by Greg Kihlstrom as one of their 50 Books to Read in 2025! Catch the book, as well as the foreword by Optimizely Chief Product Officer Rupali Jain in their article linked below. 📖 🥂 Also, a huge shoutout to other contributors, including Kevin Li from Optimizely, Jim King from Verndale, Adeline Ashley from Sitecore, and Dave Michela from Horizontal Digital. #DXP #marketingbooks #CMO #marketers