Exploring the MarTech & CX Landscape
This article was originally written by Greg Kihlström for CMSWire. Read the article in its entirety here. While it would be nice if we could provide
every customer with their own personal concierge during the buying and post-purchase journey, for all but a handful of brands that simply isn’t
possible.
This article was written by Greg Kihlström for Indian Management. You can view the article in full here. By focusing on both the needs of your
customers, as well as those of your employees, you can ensure that
everyone’s best interests are taken into consideration when making
decisions or driving forward key initiatives within your organisation.
If one of your marketing colleagues has said something similar to, “We
tried Agile, and it didn’t work,” I have a simple response. If it didn’t
work, you weren’t doing it right.
A center of excellence (CoE) is a team or a department that leads and
supports the organization in a specific focus area, such as technology,
process, or domain. The purpose of a CoE is to improve expertise, best
practices, and performance in that area and to share them with the rest of
the organization.
The following was written by Greg Kihlström for Forbes Agency Council. Y
our marketing technology stack is a critical part of your infrastructure.
It enables you to acquire and retain customers while providing your teams
with the tools they need to be successful in creating, managing and
measuring content, campaigns and customer journeys.
As a marketer in today’s digital age, it can be difficult to keep up with
the ever-evolving marketing technology (martech) landscape. New processes,
tools and strategies evolve quickly, making it challenging for marketers to
remain viable in this competitive space. However, tackling martech goals
doesn’t have to seem impossible!
The following article was written by Greg Kihlström for StrategyDriven.
Measuring ROI from personalized content campaigns and customer experiences
is not always easy, but it is possible if you use the right metrics and
analyze them correctly.
This article was based on a transcript of The Agile Brand with Greg
Kihlström podcast. Today we’re going to talk about digital customer
service, and how it’s now essential for companies in every industry to
embrace it if they haven’t already started doing so. To help me discuss
this topic, I’d like to welcome Ragy Thomas, Founder & CEO, Sprinklr, a
provider of enterprise software for customer experience management.
As a marketer, understanding the intricacies of your marketing technology
infrastructure is essential to making sure it’s running smoothly and
achieving your desired outcomes. Having a strategic roadmap in place will
help you ensure that all elements are connected and working together
effectively, allowing for greater efficiency, increased ROI from campaigns,
and reduced risk when deploying new initiatives. In this article, read
about how creating a transparent roadmap for your marketing tech stack can
benefit your organization and what steps you should take to build one.
By Matthew Egol and Greg Kihlstrom . In this final part of the series,
we’re going to look at how to best integrate AI and CX in a meaningful way.
