Category: Articles

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…

To achieve success with customer journey orchestration, a marketing team must collaborate with several other teams within a company.

H&H Bagels isn’t just a bagel shop—it’s a cultural institution. Whether you know it from Seinfeld, Sex and the City, or your own morning walk on the Upper West Side, the brand has always been iconically New York. But what happens when a brand that’s inseparable from its hometown…

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,…

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…

The integration of artificial intelligence (AI) into customer experience strategies is not just a trend; it is a necessity for brands aiming to maintain relevance and foster meaningful connections with their customers. The interview sheds light on the transformative potential of AI-driven agents, particularly in the telecommunications sector, where…

When most people hear the word “agility,” they think of Scrum boards, KPIs, or digital transformation. Mark DeCarlo thinks of something else entirely: comedy. More specifically, improvisational comedy—the art of thriving in chaos, saying “yes, and” instead of “no, but,” and listening deeply so the scene doesn’t fall apart.…

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…

Retail marketing isn’t just moving fast—it’s accelerating toward something closer to chaos. Consumers scroll, click, and buy across platforms at a pace that outstrips most brands’ ability to plan, let alone personalize. Add in the pressure of AI-driven expectations, the rise of TikTok commerce, and the ever-creeping start to…