Author: Greg Kihlström

Continuous improvement in customer experience (CX) is paramount for organizations aiming to maintain their edge when competition is fiercer than ever. With consumers having unprecedented access to a plethora of competitive brands, businesses must adopt a customer-centric approach to design and measure success, thereby creating exceptional user experiences.

As artificial intelligence grows in importance, it reinforces the idea that organizations must prioritize access, visibility, and action with data. It drives decision-making, informs strategies, and helps businesses better understand their customers.

It might feel like it goes without saying, but make sure you are keeping the customer front and center in your customer journey orchestration (CJO) efforts. Successful CJO must be centered around the customer, with their needs and preferences at the forefront of all efforts.

Responding to feedback is important for businesses to improve their customer experience. In today’s digital age, customers have numerous platforms to voice their opinions and share their experiences with businesses. Whether it’s through surveys, online reviews, or social media, customers expect their feedback to be heard and acknowledged.

Data improves customer experience by providing retailers with valuable insights and information that can be used to enhance various aspects of their operations.

The Delighted Customers Podcast with Mark Slatin interviews the top thinkers and practitioners in the industry and provides insights that are practical and actionable—not just hypothetical and abstract. I believe that The Delighted Customers Podcast fills a gap in a market where there is a lot of talk about…

Who among us hasn’t heard this phrase, or even uttered ourselves from time to time: “but that’s the way we’ve always done it.” After all, there is comfort in familiarity, and as someone who spends a lot of time in the area of marketing operations, there is efficiency when…

This article was written by Greg Kihlström for MarTech. Learn the essentials of feedback loops, experimentation and agility to deliver continuous improvement in customer journey operations.

This article was written by Greg Kihlström for CMSWire. To thrive as a business and rise to change management challenges, you need to dig out of experience debt, technical debt, operational debt and culture debt.

This article was written by Greg Kihlström for CustomerThink. Preparing for a first-party data strategy is crucial for brands in today’s evolving landscape of data privacy regulations and cookie deprecation.