Author: Greg Kihlström

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.

If you’re in marketing or customer experience, 30% of your job could be automated by 2030. Shouldn’t you want more rewarding work anyway?

This article was written by Greg Kihlström for Forbes Agency Council. AI provides marketers with a great opportunity to manage complex tasks, analyze vast amounts of data, and personalize customer experiences that benefit both customers and the business itself.

The right governance structure is critical to creating, managing, and improving the customer experience utilizing tools like customer journey orchestration.

What happens when you discover that your marketing analytics are not a match for your company’s goals? Understanding your Key Performance Indicators (KPIs) and how they tie to your business objectives is critical.

Creating a seamless and personalized customer experience has become more important than ever. Customers want to feel valued, understood, and catered to in order to remain loyal to your brand.

In this article, I’m going to talk about the factors to consider when adopting generative AI so that you and your teams can go beyond simply jumping on the bandwagon and instead become power users.

It’s likely already too late to pause adoption, but you can still establish an enterprise-wide stance on adoption and best practices for AI in business.