Are we really ready for an AI-driven Customer Experience? Part 3
By Matthew Egol and Greg Kihlstrom . In this final part of the series,
we’re going to look at how to best integrate AI and CX in a meaningful way.
Are we really ready for an AI-driven Customer Experience? Part 2
By Matthew Egol and Greg Kihlstrom . Artificial intelligence is not without
its challenges. Now let’s discuss some things to watch out for when
introducing AI into your CX strategy.
Are we really ready for an AI-driven Customer Experience? Part 1
By Matthew Egol and Greg Kihlstrom .With customer experience a primary
point of competition for many brands today, and the current stream of new
products and features utilizing artificial intelligence (AI) based tools, a
marriage of AI and customer experience (CX) seems like a perfect pairing.
MarTech: Using AI and journey orchestration to boost your marketing automation
This article was originally written by Greg Kihlström for MarTech. Read the
original article here. AI and customer journey orchestration can take your
existing marketing automation approaches to the next level.
CMSWire: Helming True Customer-Centric Journey Orchestration
This article was co-written by Greg Kihlström and Matthew Egol of
JourneySpark Consulting. Read the full article here. In this article, we’re
going to talk about how to ensure your customer journey orchestration is
built on the premise of customer-centricity.
Forbes: How Successful Adoption Of AI Can Change Your Marketing Approach
This article was originally written by Greg Kihlström for Forbes. Read the original article in full here.
It’s hard to miss the consistent and continual stream of news and information about artificial intelligence and how it’s predicted to fundamentally change how we do business. Its impact on marketing teams, processes and platforms is transforming the way we operate. AI can automate mundane tasks like customer segmentation and campaign optimization while providing deeper insights into consumer behavior that were previously impossible to uncover. By leveraging AI’s predictive capabilities, we can develop more targeted campaigns that drive better results for our organizations.
As an advisor and consultant to leading organizations, I have identified and implemented several types of AI-based solutions with marketing teams. These solutions include robust content personalization, next-best action approaches, predictive analytics, and workflow or task automation.
In this article, I’m going to talk about how successfully adopting AI within your marketing practice areas can have a meaningful impact on the way you work. We’ll look at this by focusing on three areas: your people, processes and platforms. Let’s get started.
This article was originally written by Greg Kihlström for Forbes. Read the original article in full here.
The Agile Brand Blog – Greg Kihlström Customer Experience & Digital Transformation
MarTech: Using AI and journey orchestration to boost your marketing automation
This article was originally written by Greg Kihlström for MarTech. Read the original article here.
AI and customer journey orchestration can take your existing marketing automation approaches to the next level.
Marketing automation is a foundational component of marketing technology stacks. However, using it alone isn’t enough to stay ahead, as customers expect a seamless experience with your brand, regardless of the channel.
There are ways to use additional solutions, notably artificial intelligence and journey orchestration, to take your existing marketing automation approaches to the next level.
Challenges with legacy marketing automation
Marketers have achieved amazing results with marketing automation in the past. But customers’ shifting expectations and behaviors are pushing traditional approaches to their limits. Brands that rely on marketing automation alone find engaging with active customers on multiple channels difficult.
Personalization in most marketing automation platforms (MAPs) is limited to simple rules-based instructions (“if this, then that”). For example, if a customer abandons their shopping cart, send them a reminder email. Or, if a customer signed up for an email list, send them a welcome message.
This approach doesn’t allow for complex variations based on the segment a customer might be in, their propensity to buy, their past individual behavior, or other factors. While some MAPs can technically achieve this, building all rule sets can make ongoing management nearly impossible and fraught with errors based on cascading dependencies.
As customers demand more dynamic experiences, your marketing automation approach must be augmented. This is where customer journey orchestration and artificial intelligence (AI) come in.
This article was originally written by Greg Kihlström for MarTech. Read the original article here.
The Agile Brand Blog – Greg Kihlström Customer Experience & Digital Transformation
CustomerThink: Conversational Marketing and the Customer Experience
This article was originally written by Greg Kihlström for CustomerThink. You can read the original article here.
Conversational marketing can have a positive impact on the customer experience by using real-time conversations to build stronger relationships with customers and prospects, providing a natural interface for consumers to ask questions and get answers in real-time. It leverages the power of tools like chatbots, live chat, social media, and messaging apps to provide personalized and engaging interactions across the customer journey.
In this article, we’ll discuss how conversational marketing can help improve the customer experience.
Read the rest on CustomerThink
The Agile Brand Blog – Greg Kihlström Customer Experience & Digital Transformation
Key differences between Marketing Operations and a PMO
This article will explore the key differences between these two disciplines in order to help organizations determine which approach best meets their needs
Fast Company: Meaningful uses of artificial intelligence for marketers
The following was written for Fast Company Executive Board by Greg Kihlström. You can read the original article here.
Artificial intelligence has applications for marketers and others within the business well beyond using a single platform.
You’ve undoubtedly heard the continuous influx of news about OpenAI’s ChatGTP and now Google’s Bard, as they introduce expanded ways of utilizing artificial intelligence (AI) in business and beyond. AI is rapidly transforming the way marketers advertise, interact and create content, enabling marketers to quickly generate personalized content, identify customer preferences, and optimize campaigns to provide an optimized customer experience with greater return on investment. In this article, we will explore several of the meaningful ways that AI can be used by marketers to increase their engagement and drive conversions.
This article was written for Fast Company Executive Board by Greg Kihlström. You can read the original article here.
The Agile Brand Blog – Greg Kihlström Customer Experience & Digital Transformation