Exploring the MarTech & CX Landscape
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 to do the right thing.
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 performance of a company.
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.
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 to do the right thing.
This article was written by Greg Kihlström for CMSWire. Free shipping, easy returns and Buy with Prime drove record sales for Prime
Day 2025. DTC brands must now meet these CX benchmarks year-round.
This article was written for MarTech by Greg Kihlström. Want your ads
remembered and acted on? Use these creative levers to boost
distinctiveness, emotional impact and profitability.
This article was written by Greg Kihlström for CMSWire. More than half of companies admit legacy systems are causing churn. The solution starts with your tech stack.
This article was written by Greg Kihlström for CustomerThink. Simply
offering a high-quality product or service is no longer enough to set your business apart from the rest. In fact, according to Salesforce, almost 90% of customers value the experience of buying and using a product or service as much or more than the product or service itself.
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.
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.
