Expert Mode: How Generative AI is Rewriting the Rules of Customer Journey Planning
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…
#687: Customer Experience Design using Generative AI, with Tara DeZao, Pega
Today we are here at PegaWorld 2025 at the MGM Grand in Las Vegas, and we’re exploring how Generative AI-powered prototyping can help organizations visualize and…
15 Pro Tips for Enhancing Cross-Channel Marketing Collaboration and Customer Experience
Effective cross-channel marketing collaboration is crucial for delivering exceptional customer experiences. This article presents expert-backed strategies to enhance teamwork and streamline processes across marketing channels.
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…
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…
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…
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…
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…
