Author: Greg Kihlström

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…

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.

In order to effectively prioritize and adapt to the ever-changing landscape of business, organizations must understand the significance of differential adaptability. This capability allows them to identify and allocate resources based on the relative importance and urgency of threats and opportunities they face.

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…

Compliance by design is a concept that focuses on incorporating compliance measures into the design and development of systems and processes from the very beginning. In the context of healthcare organizations, compliance by design refers to building privacy and data protection into the core of their operations, rather than…

This article was written by Greg Kihlström for CMSWire. It’s a new year. Time to reconsider our priorities, set better goals and achieve more. Perhaps your priorities are similar to last year, but you want to make more progress toward your customer satisfaction strategies. Or perhaps it’s time to…

This article was written by Greg Kihlström for CustomerThink. As a consultant and advisor to enterprise brands, I have seen firsthand the transformative potential of natural language interfaces (NLIs) such as conversational AI and chatbots on the customer experience.