Category: Customer Journey Orchestration

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…

Let’s be candid. The term “customer journey” has become one of the most ubiquitous phrases in the modern marketing lexicon. We map them, we analyze them,…

Today, we’re going to talk about moving beyond the hype we’re so used to hearing about AI and into the practical, high-impact world of agentic AI.…

The concept of a “compound marketing engine” represents this evolution, promising a paradigm shift in how marketers operate and achieve results.  Instead of linear, campaign-based approaches,…

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…

At enterprise scale, customer experience orchestration can become an unruly beast—particularly when you have to balance millions of customers, dozens of engagement channels, and thousands of…

This article was written by Greg Kihlström for MarTech. Understanding customer needs allows us to improve our offerings and build lasting, mutually beneficial relationships. This results…

In a time when marketers are told to “move fast and personalize everything,” the pressure to build meaningful, measurable customer journeys—before the competition even drafts wireframes—has…