A Look Forward to 2026, Part 1: Why Authenticity and Agents Will Rule the Future
The core prediction is this: the “new brand currency” will be nothing less than unvarnished authenticity. This shift mandates a re-evaluation of human capital, where employees…
CMSWire: Cyber Week 2025: The Rise of Agentic Commerce and the Surgical Shopper
The story isn’t declining foot traffic — it’s the rise of informed, AI-empowered buyers who expect certainty and value in every interaction. This article was written…
MarTech: How marketers can spark traveler wanderlust with emotion, authenticity and video
Expedia’s research reveals how emotion, authenticity and the right mix of video and human-guided content inspire traveler wanderlust and drive bookings. This article was written by…
CustomerThink: Why the Fulfillment Gap is Undermining Marketing’s Biggest Investments
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…
CMSWire: Some Consumers Find Zero Benefit With AI in Customer Service
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.
CMSWire: CX Leaders: Integration, Not Budgets, Define Your Next Advantage
This article was written by Greg Kihlström for CMSWire. Connected insights turn consumer understanding into faster cycle times, stronger ROI and lasting customer loyalty.
MarTech: Why agentic AI is the next big shift in CX strategy
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…
Forbes: Components Of A Culture Of Continuous Improvement
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…
