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…
MarTech: B2B marketers have a chance to close the small business confidence gap
This article was written for MarTech by Greg Kihlström. SMBs are spending more on marketing but growing less confident in results, creating an opportunity for B2B…
Forbes: How Brands Can Drive Emotional Engagement With Customers
This article was written for Forbes Agency Council by Greg Kihlström. With a fiercely competitive field of options for customers, simply offering a high-quality product or…
There is Enough Time to Do the Right Thing, Part 2
The third principle of priorities that I explore in my book, Priority is Action is that, busy as we always are, there is always time to…
MarTech: Agentic AI is about to transform the martech stack — and the way marketers work
This article was written by Greg Kihlström for MarTech. Marketing technology was already evolving at breakneck speed when generative AI entered the scene. Now, agentic AI…
CustomerThink: Seeing the value in customer education
This article was written by Greg Kihlström for CustomerThink. A well-educated customer is valuable in a myriad of ways to a brand. They tend to adopt…
CustomerThink: Beyond the Dip: Forrester’s Total Experience Score Aims to Reshape Brand Loyalty Amid Declining CX
Forrester’s 2025 Global Customer Experience Index (CX Index™) paints a concerning picture: customer experience quality is in a multi-year decline worldwide, reaching an “all-time low in…
