Expert Advice for Marketing Leaders on MarTech, AI, & CX
Articles and insights about customer experience for CX and marketing professionals.
If customer experience were a dinner guest, it would be the kind that arrives late, repeats itself, and then disappears before dessert. At least, that’s how most people feel when dealing with today’s contact centers—reactive systems that rely on outdated models of interaction and force customers to jump through hoops just to get basic help.
Companies are constantly seeking innovative ways to enhance customer success. The integration of artificial intelligence (AI) into customer service strategies has emerged as a transformative approach that not only boosts efficiency but also preserves the essential human connections that underpin effective customer interactions. By leveraging AI technologies, businesses can better understand customer needs, automate routine interactions, enhance predictive analytics, and ultimately foster more meaningful relationships with their clients.
This article was written by Greg Kihlström for CustomerThink. As a
consultant and advisor to enterprise brands, I have seen firsthand the
transformative potential of natural language interfaces (NLIs) such as
conversational AI and chatbots on the customer experience.
Organizations are increasingly recognizing the vital role that artificial intelligence (AI) plays in enhancing efficiency and improving customer experiences. The traditional contact center model, characterized by large teams of agents handling every interaction, has become obsolete. With the rise of digital communication and the need for rapid responses, businesses are turning to intelligent virtual agents and AI-driven tools to meet customer demands effectively. This shift not only streamlines operations but also transforms the way customers interact with brands, ensuring that their needs are met promptly and satisfactorily.
This article was written by Greg Kihlström for CustomerThink. To stand out in today’s competitive marketplace, brands need to go beyond just offering a high-quality product or service. To truly connect with your customers, you need to create an emotional bond that goes deeper, and utilizing a customer journey orchestration approach can be incredibly effective here.
This article was written by Greg Kihlström for CMSWire. Brands racing to adopt AI in marketing are finding that human insight holds the key to turning automation into lasting customer loyalty.
The consumer is no longer navigating the map—they are the map.
Welcome to the era of the Blue Dot Consumer: always centered, always scrolling, and always expecting the world to orbit around them. What does that mean for your brand? Everything. From the rise of instant gratification to the evolution of seven—yes, seven—active generations, the customer experience game has changed forever.
The management of product returns is often viewed through a negative lens, focusing on the costs and logistical challenges they present. However, as discussed in the podcast with Katherine Lehman, returns can be reframed as a strategic advantage. By prioritizing the customer experience, enhancing operational efficiency, and embracing sustainability, businesses can transform returns from a necessary evil into a powerful tool for growth and differentiation in the competitive retail landscape. As the market continues to evolve, those companies that recognize and capitalize on the potential of reverse logistics will be well-positioned for success in the future.
The quest for personalization at scale has been a focal point for brands seeking to connect authentically with consumers. For decades, marketers have grappled with the challenge of delivering tailored experiences that resonate with diverse audiences. As highlighted in a recent podcast discussion, the advent of generative AI marks a pivotal moment in this journey, enabling brands to transcend previous limitations and achieve a new level of personalization.
Walk the halls of any professional‑services firm and you’ll spot the same spreadsheet taped to cubicle walls: a traffic‑light matrix of key accounts shaded in green, yellow, or—worst of all—red. Everyone vows to fill it in before Friday. Everyone forgets. Meanwhile a “green” client quietly shops the competition, and leadership learns about it when the termination letter arrives.
