Author: Greg Kihlström

Data improves customer experience by providing retailers with valuable insights and information that can be used to enhance various aspects of their operations.

The Delighted Customers Podcast with Mark Slatin interviews the top thinkers and practitioners in the industry and provides insights that are practical and actionable—not just hypothetical and abstract. I believe that The Delighted Customers Podcast fills a gap in a market where there is a lot of talk about…

Who among us hasn’t heard this phrase, or even uttered ourselves from time to time: “but that’s the way we’ve always done it.” After all, there is comfort in familiarity, and as someone who spends a lot of time in the area of marketing operations, there is efficiency when…

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.