Exploring the MarTech & CX Landscape
With significant investments into digital storefronts, complete with
product storytelling and sophisticated customer acquisition strategies,
brands are keeping up with their online competition, yet a critical factor
is undermining their long-term success.
New Qualtrics research shows AI in customer service is falling short, with
one in five consumers unimpressed. This article was written for CMSWire by
Greg Kihlström.
This article was written by Greg Kihlström for CMSWire. Connected insights turn consumer understanding into faster cycle times, stronger ROI and lasting customer loyalty.
Agentic AI helps brands anticipate needs, simplify journeys and blend human judgment with AI speed for faster, smarter customer experiences. This article was written by Greg Kihlström for MarTech.
This article was written by Greg Kihlström for Forbes Agency Council. Building agility into your team’s approaches can help your organization adapt to fast-changing conditions from within or even external ones. A key part of this that has benefited many of my consulting clients over the years is prioritizing a continuous improvement culture.
This article was written for MarTech by Greg Kihlström. SMBs are spending more on marketing but growing less confident in results, creating an opportunity for B2B marketers to step in with clear, data-driven solutions.
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 that resonates with them on a deeper level.
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 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.
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.
