My Courses
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CMSWire: The CX Premium: What Customers Really Value (and When They’ll Pay for It)
This article was written by Greg Kihlström for CMSWire. Airlines, apps and investment firms see the biggest CX returns. Now it’s time to align your strategy with what customers really want.
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Expert Mode: Navigating the Hiring Rollercoaster—What Marketing Leaders Need to Know Now
Marketing teams are being stretched, restructured, and reimagined—all while trying to deliver more impact with fewer resources. And in a job market clouded by uncertainty, Sue Keith has become a consistent voice of clarity. As Corporate Vice President at Landrum Talent Solutions, Keith leads the firm’s national marketing recruiting practice and offers quarterly updates on…
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Multi-Touch Attribution vs. Media Mix Modeling: What Brands Need to Know
Marketing attribution has become increasingly complex in today’s multi-channel world. This article explores two popular attribution methods: Multi-Touch Attribution (MTA) and Media Mix Modeling (MMM). Drawing on insights from industry experts, it examines the strengths, limitations, and ideal use cases for each approach.
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Expert Mode: Fixing the Most Broken Part of CX—How AI Is Reinventing Customer Onboarding
Customer onboarding is often the weakest link in the customer experience chain. It’s where excitement gives way to confusion, where expectations crash into execution, and where even the best sales can quietly slip into churn. Srikrishnan Ganesan, CEO of Rocketlane, believes onboarding is more than just a handoff—it’s the second sale. And how that second…
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Sitecore Appoints Eric Stine as Chief Executive Officer, Marking Next Phase of Growth and Innovation
Sitecore®, the global leader in digital experience management software, today announced the appointment of Eric Stine as Chief Executive Officer, effective immediately.
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#693: Optimizing the post-click customer experience with Riikka Söderlund, Katana Cloud Inventory
In the era of one-click checkouts, Prime delivery expectations, and endless online channels, brands are pouring millions into customer acquisition—only to lose customers post-purchase. Why? Because they can’t deliver what they just sold. I’m excited to welcome back Riikka Söderlund, now Chief Operating Officer at Katana Cloud Inventory.
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#140 Measuring the True Cost of Negative Customer Experiences
What if negative customer experiences matter more than you think—impacting your bottom line far beyond any single complaint or glowing review? In the latest episode of the Delighted Customers podcast, we dive into why negative experiences carry…
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Expert Mode: How Dirty Water Built a Cult Brand by Thinking Like a Bartender
When most people think of launching a new beverage brand, they picture sleek branding, influencer campaigns, and prime shelf space in upscale grocery chains. Dominic Minogue had a different idea. Instead of chasing the wellness aisle or flooding the market with flavored seltzers, he launched Dirty Water—the “dive bar hard seltzer”—in one of the most…
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CustomerThink: Building a Culture of Agility in CX and Marketing
This article was written for CustomerThink by Greg Kihlström. Agility has become a cornerstone for success in the enterprise and a culture of agility within marketing and customer experience teams can significantly enhance an organization’s ability to adapt to market changes, meet customer needs more effectively, and foster continuous improvement and innovation.
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New arrivia Report Shows how Generational Travel Behaviors are Reshaping Loyalty Strategy
Loyalty and the Changing Traveler highlights key differences in how U.S. consumers plan, book and think about travel—and what loyalty programs must do to stay competitive.
