My Courses
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#255: Fans Favorite: Bridging the Human Gap: Navigating B2B Sales Strategies with Jim Rembach
We deep dive into the interplay between artificial intelligence (AI) and human interaction in B2B sales environments. Our discussion traversed through the significance of forward-thinking, the essence of understanding customer needs, and the pivotal…
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Forbes: How Brands Can Drive Emotional Engagement With Customers
This article was written for Forbes Agency Council by Greg Kihlström. With a fiercely competitive field of options for customers, simply offering a high-quality product or service is often no longer enough to set your brand apart. To truly stand out and build lasting relationships with your customers, you need to create an emotional connection…
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VTEX Turns Enterprise Complexity into Competitive Edge with Scalable B2B Orchestration, Agentic AI, and Omnichannel Intelligence
VTEX Vision 2025: Built to adapt to market shifts with speed, and power B2B, omnichannel and agentic commerce at enterprise scale.
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Expert Mode: The Loyalty Equation in the Age of AI and Customer Expectations
In an environment where one bad experience can cost you a customer, the math of customer loyalty has changed. Today’s consumers don’t just expect fast, accurate service—they demand it. And with expectations set not by competitors within a vertical, but by the best experience anywhere, every brand is under pressure to perform.
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#722: Agentic AI in retail with Dan Russotto, Furniture.com
Building on the talk of AI in recent years, Agentic AI is an exciting area for retailers. But beyond talk, finding real-world examples and best practices can be tricky. Today we are here at eTail Boston, and I am excited to talk today about a company that is innovating in this space, not a traditional…
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#149 The Heart of Service: A Blueprint for Human Centered AI in Customer Service
What really makes customer service stick—not just as a business function, but as a transformative and human-centered experience—even in an era dominated by AI and automation? That’s the burning question I dig into with my guest on this episode…
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Wunderkind Unveils AI Experiences: Real-Time, Agentic Messaging for Smarter Customer Engagement
New AI-powered platform drives adaptive, cross-channel performance, without the manual lift
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Bluefish Raises $20M to Power AI Marketing for the Fortune 500
Bluefish, the leading AI marketing platform for the Fortune 500, announced a $20M Series A funding round led by NEA, with participation from Salesforce Ventures. Additional investors include Crane Venture Partners, Swift Ventures, and Bloomberg Beta, bringing total Bluefish funding to $24M within 12 months of launch. Bluefish also unveiled its new Custom AI Audiences feature, which enables brands…
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Klaviyo Slides into DMs with Acquisition of Gatsby
Social commerce is booming, with the broader market expecting to surpass $100 billion by 2026. More and more, consumers are starting their shopping journeys on social platforms by engaging with creators, communities, and user-generated content (UGC). In turn, brands are feeling the pressure to keep up and respond quickly. But even with all that engagement,…
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Expert Mode: Bridging the Gap Between Customer Expectations and Brand Experience
The customer experience (CX) landscape is in constant flux, a dynamic interplay of evolving expectations and technological advancements. While brands invest heavily in CX initiatives, a multi-year decline in customer satisfaction reveals a widening gap between what customers expect and what brands deliver. This isn’t necessarily a reflection of declining quality, but rather an acceleration…
