Destination CRM: House of the Customer by Greg Kihlström is Required Reading
In this interview with Kihlström, CRM editor Leonard Klie uncovers how building a customer- and employee-focused company is like constructing a house.
CEOWorld: Investing in Employees for Improved Customer Experience
This article was originally published on CEOWorld Magazine. The customer
experience (CX) is the grand sum of all interactions between a company and
its customers. It’s the lasting impression that a business leaves on its
patrons, and it’s one of the most important elements when it comes to
creating long-term relationships with customers.
A strategic roadmap is key for your marketing technology infrastructure
As a marketer, understanding the intricacies of your marketing technology
infrastructure is essential to making sure it’s running smoothly and
achieving your desired outcomes. Having a strategic roadmap in place will
help you ensure that all elements are connected and working together
effectively, allowing for greater efficiency, increased ROI from campaigns,
and reduced risk when deploying new initiatives. In this article, read
about how creating a transparent roadmap for your marketing tech stack can
benefit your organization and what steps you should take to build one.
Are we really ready for an AI-driven Customer Experience? Part 3
By Matthew Egol and Greg Kihlstrom . In this final part of the series,
we’re going to look at how to best integrate AI and CX in a meaningful way.
Are we really ready for an AI-driven Customer Experience? Part 2
By Matthew Egol and Greg Kihlstrom . Artificial intelligence is not without
its challenges. Now let’s discuss some things to watch out for when
introducing AI into your CX strategy.
Are we really ready for an AI-driven Customer Experience? Part 1
By Matthew Egol and Greg Kihlstrom .With customer experience a primary
point of competition for many brands today, and the current stream of new
products and features utilizing artificial intelligence (AI) based tools, a
marriage of AI and customer experience (CX) seems like a perfect pairing.
MarTech: Using AI and journey orchestration to boost your marketing automation
This article was originally written by Greg Kihlström for MarTech. Read the
original article here. AI and customer journey orchestration can take your
existing marketing automation approaches to the next level.
CMSWire: Helming True Customer-Centric Journey Orchestration
This article was co-written by Greg Kihlström and Matthew Egol of
JourneySpark Consulting. Read the full article here. In this article, we’re
going to talk about how to ensure your customer journey orchestration is
built on the premise of customer-centricity.
Book Review: House of the Customer on Hollywood Digest
Greg’s book, House of the Customer was reviewed by Hollywood Digest, a leading online publication.
New Guide to AI & Marketing Helps Marketers Successfully Implement Artificial Intelligence
The Agile Brand releases the latest book in its Agile Brand Guides series to educate marketers on the best uses of artificial intelligence in their work. Artificial intelligence, while certainly not new to marketers, is having a moment. Whether through generative AI to create original imagery or text, the automation of repetitive tasks, or determining the propensity of consumers to take action, artificial intelligence is becoming indispensable for leading brands and their marketing teams.