Open World CX: Customization Beats Personalization When You Need Customers to Stick
Personalization is what you infer. Customization is what customers choose. If you want durable engagement, treat preferences as a first-class product surface, not a settings page…
MarTech: How AI agents shaped the record-breaking 2025 holiday season
This article was written by Greg Kihlström for MarTech. Salesforce data shows where AI agents drove growth, conversion and efficiency during the holidays — and what…
Change Agents: Agentic AI Is Not About Efficiency
Agentic AI in marketing is not about “more content with fewer people,” but about how fast you can respond, how relevant you can be, and how…
CustomerThink: The Boring Truth: Why Financial Stress Is Making Reliability the Ultimate Marketing Feature
This article was written by Greg Kihlström for CustomerThink. If your customer stays with you in a downturn, is it because they love your brand? Or…
MarTech: When AI agents become the customer
This article was written by Greg Kihlström for MarTech. Agentic AI is intermediating the consumer-brand relationship, changing how products are discovered, evaluated and purchased.
Confident Nonsense: Garbage In, Polished Garbage Out
AI doesn’t correct bad data. It does produce confident output built on whatever you feed it. Because of this, most “AI failures” are actually upstream data…
A Look Forward to 2026, Part 3: Why Humanity Wins in the Age of AI
As we enter 2026, the omnipresence of artificial intelligence will continue to transform it from a cutting-edge advantage into a mere operational baseline. As every competitor…
A Look Forward to 2026, Part 2: Silos’ Last Stand, Agents Rise, and Governance Rules
While consumers demand authenticity and emotion in 2026, the engine room of the enterprise is undergoing a ruthless architectural overhaul. The old Silicon Valley mandate to…
