Category: Marketing Operations

This article was written by Greg Kihlström for Forbes Agency Council. You can read the original here.

If your organization is like most these days, there is at least some appreciation for the impact that a great customer experience (CX) can have on both short- and long-term results.

Maintaining a consistently great CX while continuously improving it to stay ahead of the competition, however, can be quite challenging. Much like DevOps helps software engineering teams maintain a continuous stream of high-quality software updates or how marketing operations supports the delivery of a constant stream of marketing campaigns and deliverables, I would like to propose that you consider implementing experience operations. Like those other two examples, experience operations supports continuous delivery of its output—in this case, consistently great customer experience.

In this article, I’m going to talk about the ways that an experience operations approach can help your organization improve the experience your customers have, as well as the experience that your employees have while delivering it.

This article was written by Greg Kihlström for Forbes Agency Council. You can read the original here.

The Agile Brand Blog – Greg Kihlström Customer Experience & Digital Transformation  

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This article was written by Greg Kihlström and originally published on Forbes.com. Read the original here.

“Why do we keep following the process if it doesn’t work?”

You’ve probably heard something to the effect of this before or have even said it yourself. After all, what could be worse than following a set of rules that either isn’t logically consistent, doesn’t bring good results, is impossible to follow or all of the above?

As a consultant, I often work on aspects of marketing operations in the enterprise and am a rather process-oriented person myself. The first thing I often do when performing discovery on a new project or meeting a new client is to ask questions about the process of how things are done, how success is determined and other items related to how things are operationalized.

Read the rest of the article on Forbes.com

This article was originally published on Forbes.com. Read the original here.