My Courses
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There is Enough Time to Do the Right Thing, Part 2
The third principle of priorities that I explore in my book, Priority is Action is that, busy as we always are, there is always time to do the right thing. It takes time to keep doing the wrong things, after all, and we owe it to ourselves, our team members, our customers, and our company…
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#721: Making the most of peak season with Helaine Rich, ePost
Agility requires more than just quick reactions; it demands proactive foresight, strategic adaptability, and a willingness to embrace continuous evolution. This is particularly critical in today’s ever-changing global ecommerce landscape. Today, we are here at eTail Boston and we’re going to talk about navigating the complexities of global ecommerce, from peak season delivery strategies and…
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Redefining Retail Media
U.S. advertisers will spend more than $62 billion on retail media in 2025, an increase of more than $10 billion year-over-year, with three-quarters of advertisers planning to increase their retail media ad spending. But raw spending growth tells only part of the story.
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#57: Supply chain as competitive advantage with Salvatore Lombardo, Coupa
Is your supply chain a competitive advantage, or your biggest liability waiting to be exposed? Agility requires preparing for the unpredictable, especially when your brand’s ability to deliver hinges on global events that are entirely out of your…
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#37: One Amazing Thing About Stackalize with Greg Kihlström
How many platforms are in your tech stack? Which ones are bringing you the most value, and which are just taking up precious resources? Do you have a way to visualize, analyze, and understand the contribution each platform makes to your team and your customers? Welcome to One Amazing About Stackalize with me, Greg Kihlström.…
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MarTech: Agentic AI is about to transform the martech stack — and the way marketers work
This article was written by Greg Kihlström for MarTech. Marketing technology was already evolving at breakneck speed when generative AI entered the scene. Now, agentic AI — AI that can operate independently, execute multi-step tasks and continuously learn from interactions — promises to accelerate that evolution even further.
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#720: Building stronger customer relationships using AI with Noah Zamansky, Stitch Fix
Today we’re going to talk about how AI-driven personalization allows retailers to move beyond generic experiences, crafting unique interactions that resonate with individual preferences and behaviors, thereby enhancing customer satisfaction and loyalty. I’m thrilled to be joined by Noah Zamansky, Vice President of Product, Tech and Design, Client Experience at Stitch Fix here at eTail…
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#254 Winning Inside to Win Outside: The EX-CX Connection with Francesca Di Meglio
How do you build customer experience (CX) that truly matters? Start by winning inside—through employee experience (EX). In this episode, Francesca Di Meglio reveals how human connections, trust, and empathy fuel transformation in both HR and CX….
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CustomerThink: Seeing the value in customer education
This article was written by Greg Kihlström for CustomerThink. A well-educated customer is valuable in a myriad of ways to a brand. They tend to adopt products and services more quickly and easily, draw less on customer support services, and they remain customers longer. This makes an informed customer valuable to both the top-and-bottom line…
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CustomerThink: Beyond the Dip: Forrester’s Total Experience Score Aims to Reshape Brand Loyalty Amid Declining CX
Forrester’s 2025 Global Customer Experience Index (CX Index™) paints a concerning picture: customer experience quality is in a multi-year decline worldwide, reaching an “all-time low in North America.” Brands are feeling this, as customers continue to vote with their wallets.
