Expert Mode: From Purpose to Paycheck: The Architecture of an Enterprise CX Transformation
This is the story of how CIBC, one of Canada’s largest financial institutions, undertook such a transformation. Over the course of a decade, they moved from…
Expert Mode: Beyond the Score—How AI Reframes the Role of the CX Leader
For years, the Net Promoter Score (NPS) has been the North Star for customer experience programs. We’ve built dashboards, tied bonuses to it, and presented its…
CustomerThink: There Is A Customer Experience Proof Gap… Here’s What To Do About It
This article was written for CustomerThink by Greg Kihlström. The Medallia 2026 State of Customer Experience Report reveals a disconnect between how brands perceive the quality…
Moments That Matter: How Thoughtful Extras Build Customer Experience
In a digital-first world where speed and efficiency often take center stage, the real opportunity for brand loyalty isn’t in making things faster. It’s in making…
Open World CX: Customization Beats Personalization When You Need Customers to Stick
Personalization is what you infer. Customization is what customers choose. If you want durable engagement, treat preferences as a first-class product surface, not a settings page…
CustomerThink: The Boring Truth: Why Financial Stress Is Making Reliability the Ultimate Marketing Feature
This article was written by Greg Kihlström for CustomerThink. If your customer stays with you in a downturn, is it because they love your brand? Or…
Expert Mode: The Architecture of Enduring Brand Loyalty
In the relentless pursuit of customer loyalty, we marketing leaders are often caught in a familiar cycle. We build intricate points-based programs, optimize our funnels for…
Expert Mode: From Cost Center to Experience Engine: The AI-Powered Contact Center
For decades, the contact center has occupied a specific, and often siloed, space in the enterprise org chart. It was the necessary, if not always beloved,…
