My Courses
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Governance for CX Success: Uniting Teams and Tech for Seamless Collaboration
In collaboration with CCW Europe Summit 2025: CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google,…
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#687: Customer Experience Design using Generative AI, with Tara DeZao, Pega
Today we are here at PegaWorld 2025 at the MGM Grand in Las Vegas, and we’re exploring how Generative AI-powered prototyping can help organizations visualize and refine the full customer journey before it’s built — and why tools like Pega’s Customer Engagement Blueprint are changing how brands think about strategy, customer-centricity, and innovation. To walk…
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CMSWire: Are You Ready for Agentic AI Shoppers as Customers?
This article was written by Greg Kihlström for CMSWire. As much as agentic AI promises to make our lives easier, delegating tasks and errands is certainly not new. Even in our mobile-first, app-based reality, you can use Instacart for your groceries, Stitch Fix for your wardrobe, Uber to get driven to your next destination and…
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MarTech: Why the future of marketing depends on a smarter MOps function
This article was written by Greg Kihlström for MarTech. Marketing operations (MOps) has evolved far beyond its early role of managing spreadsheets, technical integrations and last-minute fire drills. As enterprises double down on marketing technology, big data and artificial intelligence, MOps is now a strategic function of marketing.
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CMSWire: Customer Satisfaction Strategies: Taking Action on Priorities
This article was written by Greg Kihlström for CMSWire. It’s a new year. Time to reconsider our priorities, set better goals and achieve more. Perhaps your priorities are similar to last year, but you want to make more progress toward your customer satisfaction strategies. Or perhaps it’s time to take a step back and take…
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#686: Autonomous innovation using predictable AI agents with Peter van der Putten, Pega
Today we are here at PegaWorld 2025 at the MGM Grand in Las Vegas, and we’re going to talk about how enterprises are starting to move beyond prompt-based, freewheeling AI models and toward something more mature, governed, and scalable: Predictable AI Agents. And we’ll explore what that means for the future of autonomous enterprise decisioning…
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15 Pro Tips for Enhancing Cross-Channel Marketing Collaboration and Customer Experience
Effective cross-channel marketing collaboration is crucial for delivering exceptional customer experiences. This article presents expert-backed strategies to enhance teamwork and streamline processes across marketing channels.
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Expert Mode: The Case for Building a Media Brand (Before You Hit a Growth Wall)
When marketers think about content, they often picture campaigns—finite, purpose-built, and measured in clicks. Benjamin Shapiro wants them to think differently. As the creator of the MarTech Podcast and founder of I Hear Everything, Shapiro has helped brands evolve from content dabblers to full-fledged media brands. His premise is straightforward: stop chasing leads, and start…
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#138 Client Onboarding and The Trust Equation-Part 1 of 2
Note: This is Part 1 of a 2-part series What does it take to create an onboarding experience so powerful that clients can’t imagine working with anyone else? For executives and customer experience leaders, the onboarding process is much more…
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Forbes: Planning Your Content Operations For Successful Personalization
This article was written by Greg Kihlström for Forbes Agency Council. As organizations increasingly shift toward personalized marketing strategies, ensuring that your content operations are well-planned and executed is essential. Without a solid foundation in place, you may find yourself struggling with inconsistent messaging, inefficient processes and difficulty measuring the success of your campaigns.
