CSG: Addressing Customer Effort Inflation: Strategic Imperatives for Enterprise CX Leaders
A recent global study by CSG, involving 1,800 “digital citizens” surveyed from July to August 2026, reveals that 3 out of 4 consumers find resolving an…
Expert Mode: The Interface Is the Last Decision, Not the First Investment, with Peter Curran from Coveo
Coveo CPO Peter Curran on why the brand site is now a system of truth, where not to deploy AI, and the intent map every CMO…
Expert Mode: Completion Is Not Engagement with Brianna Van Zanten from InCheq
This article is based on a Q&A with InCheq VP of Customer Success Brianna Van Zanten and Greg Kihlström for The Agile Brand Guide’s Expert Mode…
Five9: Bridging the CX Divide: Consumer Expectations for AI in Customer Service
A recent study conducted by Five9 and Hanover Research in April 2026, surveying 3,000 consumers and 600 business decision-makers across the US, UK, and Germany, reveals…
Demand-Genius: Navigating Generative Engine Optimization: Strategic Imperatives for Enterprise CX and Marketing Leaders
A recent study by Demand-Genius, Selling GEO, surveyed 47 B2B agencies, primarily senior commercial leaders and owners, offering a candid look into how they are pricing,…
CMSWire: What If CX Leaders Stopped Making the Case for CX?
This article was written by Greg Kihlström for CMSWire. I am not aware of anyone publishing an annual argument that revenue is good. There is no…
Expert Mode: Beyond the Brand Promise: How to Operationalize Total Experience
As marketing leaders, we are the designated champions of the customer. We craft the brand promise, articulate the value proposition, and design the journeys we hope…
Expert Mode: Navigating the Perils and Promise of Agentic AI in Customer Experience
The directive from the C-suite is unambiguous: implement AI across the enterprise. For CMOs and enterprise marketing leaders, this is less a suggestion and more a…
