Author: Greg Kihlström

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 North America.” Brands are feeling this, as customers continue to vote with their wallets.

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 do the right thing. It takes time to keep doing the wrong things, after all, and we owe it to ourselves, our team…

This article was written by Greg Kihlström for CMSWire. Free shipping, easy returns and Buy with Prime drove record sales for Prime Day 2025. DTC brands must now meet these CX benchmarks year-round.

This article was written for MarTech by Greg Kihlström. Want your ads remembered and acted on? Use these creative levers to boost distinctiveness, emotional impact and profitability.

This article was written by Greg Kihlström for CMSWire. More than half of companies admit legacy systems are causing churn. The solution starts with your tech stack.

This article was written by Greg Kihlström for CustomerThink. Simply offering a high-quality product or service is no longer enough to set your business apart from the rest. In fact, according to Salesforce, almost 90% of customers value the experience of buying and using a product or service as…

This article was written by Greg Kihlström for CMSWire. Airlines, apps and investment firms see the biggest CX returns. Now it’s time to align your strategy with what customers really want.

In order to effectively prioritize and adapt to the ever-changing landscape of business, organizations must understand the significance of differential adaptability. This capability allows them to identify and allocate resources based on the relative importance and urgency of threats and opportunities they face.

This article was written for CustomerThink by Greg Kihlström. Agility has become a cornerstone for success in the enterprise and a culture of agility within marketing and customer experience teams can significantly enhance an organization’s ability to adapt to market changes, meet customer needs more effectively, and foster continuous…

Compliance by design is a concept that focuses on incorporating compliance measures into the design and development of systems and processes from the very beginning. In the context of healthcare organizations, compliance by design refers to building privacy and data protection into the core of their operations, rather than…