CXO Magazine: The Importance of Customer Journey Governance
The following was written by Greg Kihlström for CXO Magazine. As an advisor and consultant to enterprise organizations, I have seen firsthand the importance of customer journey governance.
CMSWire: Implementing Customer Journey Orchestration With an Agile Approach
This article was written for CMSWire by Greg Kihlström. With competitive
pressures mounting and customer expectations continually rising,
organizations are under constant pressure to provide personalized and seamless experiences to their customers across various touchpoints.
Optimove Blog: How Customer Journey Orchestration Changes Your Marketing Approach
This article was written by Greg Kihlström for the Optimove blog. Explore the Contrast between Journey Orchestration and Traditional Campaigns and
the Mutual Advantages for Brands and Customers
CMSWire: The Growing Role of AI in Experience Management
This article was written by Greg Kihlström for CMSWire. AI tools are
changing how brands engage with customers. They drive more personalized
experiences and improve efficiency across the entire journey.
CustomerThink: Increasing customer engagement through the power of participation
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.
MarTech: Driving growth through data: Optimizing the purchase stage
The following article was written for MarTech by Greg Kihlström. Without
good data collection, access and analysis, it is harder for brands to
understand their customers. Likewise, it is more difficult for customers to indicate their preferences for the brands they support. This article series explores this challenge and opportunity across the customer journey.
Partners in CJO: the teams that make journey orchestration successful
To achieve success with customer journey orchestration, a marketing team must collaborate with several other teams within a company.
MarTech: Driving growth through data: Optimizing the retention stage
This article was written by Greg Kihlström for MarTech. In this final
article in the series, we’ll uncover how data can play an impactful role as we engage and retain existing customers, ideally turning them into lifetime loyal supporters of our brand and advocates to their friends, peers and colleagues.
Enhancing customer journey management with SMS
Brands are continually seeking innovative ways to engage with their customers. One of the most effective channels that has emerged is Short Message Service (SMS). SMS is not merely a communication tool but a pivotal element in enhancing customer journey engagement. This article explores how SMS can significantly elevate the customer experience by leveraging its immediacy, personalization, and strategic integration into the marketing funnel.
Upgrading the Funnel for Nonlinear Journeys
With the continual onset of rapid technological advancements and shifting consumer behaviors, the traditional marketing funnel is facing an existential crisis. Originally conceptualized over a century ago, the marketing funnel has long served as a guiding framework for understanding customer journeys. However, it is evident that this model requires a significant overhaul to accommodate the nonlinear pathways that modern consumers navigate.