MarTech and CX Insights
Ideas and best practices in marketing technology and customer experience
Articles are sourced from The Agile Brand Blog by Greg Kihlström, the GK5A blog, and other articles written by Greg Kihlström
CustomerThink: Conversational Marketing and the Customer Experience
This article was originally written by Greg Kihlström for CustomerThink. You can read the original article here. Conversational marketing can have a…
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Key differences between Marketing Operations and a PMO
Marketing operations (MOps) and a project management office (PMO) are two essential components of any organization. MOps is focused on the efficient and…
Combining Technology and Creativity for Standout Customer Engagement with Mariam Asmar, Braze
The following was transcribed from a recent interview on The Agile Brand with Greg Kihlström podcast. Listen to the Episode Prefer to…
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Fast Company: Meaningful uses of artificial intelligence for marketers
The following was written for Fast Company Executive Board by Greg Kihlström. You can read the original article here. Artificial intelligence has…
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Best Practices for Your Marketing Operations
As a CMO, you understand the importance of having a comprehensive understanding of the customer lifecycle. In order to develop this view, it’s…
The Enterprisers Project: ChatGPT and beyond: AI and the customer experience
This article was written by Greg Kihlström for The Enterprisers Project. You can read the full article here. Artificial intelligence (AI) is…
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MarTech: North Star goals for category leaders: Agile, customer-centric culture
This 4-part series was written by Greg Kihlström for MarTech. You can read the full and original article here, which links to…
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How to Use a Data-Driven Marketing Operations Strategy to Achieve Maximum Results for Your Business
It is essential for CMOs to be able to understand how to use data and insights to drive their marketing operations strategies in…
CMSWire: The AI Adoption Mindset: Augmentation and Collaboration
This article was written by Greg Kihlström for CMSWire. Read the original article here. Working in the marketing technology space for over…
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Forbes: Strategic Evaluation Of Your MarTech Stack
This article was written by Greg Kihlström for Forbes Agency Council. Read the original article here. Your marketing technology, or martech, platforms…
Quality Digest: Balancing Customer Insights With the Bottom Line
The following was written by Greg Kihlström for Quality Digest. Read the original article here. Customer loyalty and lifetime value are highly…
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YFS: Here’s How World-Class Brands Deliver Lasting CX Results
The following was written by Greg Kihlström for YFS Magazine. Read the article in its entirety here. Greg Kihlstrom, Principal & Chief…
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Martechvibe: Achieving Maximum ROI From Personalised Customer Experiences
This article was originally written by Greg Kihlström for Martechvibe. You can view the original article here. Personalisation has become an increasingly…
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Know Your Buyer: Crafting a Robust, Personalized, Omnichannel Customer Experience
This article was originally written by Greg Kihlström for SmallBizClub. Read the original article here. A fantastic customer experience is the key…
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What Marketing Operations is and How to Leverage it for Success
In today’s fast-moving world of competition for customers, marketing operations (Marketing Ops) have become essential for businesses looking to be successful. It combines…
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Fast Company: What leaders need to know about the health of their marketing technology stack
This article was originally written by Greg Kihlström for Fast Company Executive Board. You can read the original article here. As a…
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Key Roles of a Project Management Office (PMO)
The Project Management Office (PMO) is a key component of any successful organization. It provides project structure, governance, and oversight to ensure that…
MarTech: North Star Goals for Category Leaders: Customer Lifetime Value Model
This article was originally written by Greg Kihlström for MarTech. Read the original article here. Beyond just calculating CLV, companies must embrace…
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A Leader’s Guide to Measuring the Success of a PMO
The primary goal of the PMO is to ensure that project objectives are met on time and within budget. It helps teams coordinate…
MarTech: North Star goals for category leaders: First-party customer view
This article was originally written by Greg Kihlström for MarTech. Read the original article here. Having an effective first-party data strategy means…
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Sales & Marketing Management: Creating Success Through a Customer-First, Employee-Driven Approach
This article was originally written by Greg Kihlström for Sales & Marketing Management. Read the original article here. Today’s business leaders have…
CustomerThink: Aiming for the Stars: Unlocking the Power of Personalization to Enhance Your Customer Experience
This article was originally written by Greg Kihlström for CustomerThink. Read the original article here. Delivering a great customer experience is essential…
How to Use a Project Management Office (PMO) for Maximum Business Impact
The Project Management Office (PMO) serves as the linchpin of any project-driven organization, providing valuable structure, consistency, and clarity around project management. A…
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CMSWire: Understand, Serve, Listen: Building Your House of the Customer
This article was originally written by Greg Kihlström for CMSWire. Read the complete article here. How are you building your house of…
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Telling the Story of Innovation
The following is based on an interview on The Agile Brand with Greg Kihlstrom podcast Our Guest: Jon Ebert Jon Ebert, Manager, North…
Selecting the Right PMO Model for Your Organization
A Project Management Office (PMO) is an organizational entity established to provide support and guidance to project teams. They are responsible for setting…
Forbes: Benefits Of Using Conversational Marketing Approaches With Your Customers
This article was originally written by Greg Kihlström for Forbes Agency Council. Read the original article here. Customers reward brands that demonstrate…
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B2B E-commerce and the Customer Experience with Rupesh Agrawal, CEO of Amla Commerce
The following was transcribed from a recent interview on The Agile Brand with Greg Kihlström podcast. Listen to the Episode Prefer to…
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MarTech: North Star goals for category leaders: One-to-one, omnichannel personalization
The following article was written by Greg Kihlström for MarTech. You can view the full article here. While “one-to-one” and “omnichannel” are…
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Realizing the Benefits of First and Zero Party Data for Marketers
In today’s digital world, data is king. As marketers, we are constantly looking for ways to harness the power of data in order…
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Fast Company: Embracing the customer lifetime value model
This article was written by Greg Kihlström and originally published on Fast Company. Read the full article here. CLV is extremely important…
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First-party data strategies: an introduction for marketers
As a marketer, you know that data is an essential component of any successful marketing campaign. By collecting and analyzing data, you…
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MarTech: The ROI of personalized experiences: Process measurements
This article was written by Greg Kihlström for MarTech. You can read the full article here. Looking at the methods used to…
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Composable Customer Data Platforms with Florian Delval, ActionIQ
The following was transcribed from a recent interview on The Agile Brand with Greg Kihlström podcast. Listen to the Episode Prefer to…
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Forbes: A North Star for Personalized Customer Experience
The following post was written by Greg Kihlström for Forbes. Read the original article here. As a marketing leader, it is hard…
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MarTech: The ROI of personalized experiences: Content measurements
Track the ROI of personalized content by looking at individual and incremental performance and using a multi-touch attribution model. The following was…
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The Customer Experience Paradox: A Prediction for 2023
For a while now, the marketing and advertising world has been grapping with two very important, yet opposing ideas. The first set…
MarTech: The ROI of personalized experiences: Audience measurements
This article was originally written by Greg Kihlström and posted on Martech.org. Read the full article. This is the first of a…
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Exploring the Future of Podcasting with Josh Nielsen, Founder & CEO of Zencastr
The following was transcribed from a recent interview on The Agile Brand with Greg Kihlström podcast. Listen to the Episode Prefer to…
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Forbes: Maintaining Employee Morale Before, During And After A Digital Transformation
This article was written by Greg Kihlström for Forbes. The original article can be found here. By now, you’ve probably heard the…
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Meaningful Thanks for our Customers and Employees
This week, in addition to thanking everyone reading this for their partnership and support over the last year, I wanted to talk…
Creating a great post-purchase customer experience with Irina Poddubnaia, TrackMage
The following was transcribed from a recent interview on The Agile Brand with Greg Kihlström podcast. Listen to the Episode Prefer to…
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Fast Company: The fundamentals of agile leadership
This article was written by Greg Kihlström for Fast Company. Read the full article here. Though it is beyond being a cliche…
Forbes: It’s Time to Think About Experience Operations
This article was written by Greg Kihlström for Forbes Agency Council. You can read the original here. If your organization is like…
3D in Retail and Beyond, with Beck Besecker, CEO of 3D Cloud by Marxent
The following was transcribed from a recent interview on The Agile Brand with Greg Kihlström podcast. Listen to the Episode Prefer to…
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CMSWire: 3 Things to Consider Before Buying a Customer Data Platform
This article was originally published on CMSWire. Read the full article here. Are you ready to take the CDP journey? The Customer…
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Customer Experience Innovation Without Boundaries, with Justin Anovick, Optimizely
The following was transcribed from a recent interview on The Agile Brand with Greg Kihlström podcast. Listen to the Episode Prefer to…
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Forbes: How Customer Journey Orchestration Changes Your Marketing Approach
This article was originally written by Greg Kihlström for Forbes. View the original article here. Customers increasingly appreciate personalized experiences and are…
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MarTech: 4 critical platforms to support customer journey orchestration: Getting started on CJO
This post was written by Greg Kihlström for MarTech. Read the original article here. Aligning your customer data, content management, CJO and…
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CMSWire: Defining Your Marketing Technology Philosophy
This article was originally published on CMSWire.com – Read the full article here. When it comes to martech, organizations that don’t have…
The Importance of Addressing the Digital Divide for Better Employee Experience
Read More The Agile Brand Blog – Greg Kihlström Customer Experience & Digital Transformation As much as 30% of adults experience problems connecting to…
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Uniting people, processes & platforms towards a common goal with Susan Rothwell, CRO at Vericast
Read More The Agile Brand Blog – Greg Kihlström Customer Experience & Digital Transformation The following was transcribed from a recent interview on The…
Forbes: Understanding When To Use Automation, Orchestration And Next Best Action
Read More The Agile Brand Blog – Greg Kihlström Customer Experience & Digital Transformation The latest article by Greg Kihlström for Forbes Agency Council.…
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CMSWire: Agility Is No Longer Optional in Business
Read More The Agile Brand Blog – Greg Kihlström Customer Experience & Digital Transformation This article was written by Greg Kihlström for CMSWire. Read…
Healthy Organizational Cultures with Gary David, PhD, Bentley University
Read More The Agile Brand Blog – Greg Kihlström Customer Experience & Digital Transformation The following was transcribed from a recent interview on The…
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Creating a Consistently Great Customer Experience, with Wendy Pravda, Medallia
Read More The Agile Brand Blog – Greg Kihlström Customer Experience & Digital Transformation The following was transcribed from a recent interview on The…
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Improving CX with Conversational AI, with Bob Summers, Goodcall
Read More The Agile Brand Blog – Greg Kihlström Customer Experience & Digital Transformation The following was transcribed from a recent interview on The…
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Forbes: Getting Ready For Customer Journey Orchestration
Read More The Agile Brand Blog – Greg Kihlström Customer Experience & Digital Transformation This article was originally published through Forbes Agency Council. Read…
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Automation’s Role in Customer-Centric Retail Operations with Doug LaBahn, Cin7
Read More The Agile Brand Blog – Greg Kihlström Customer Experience & Digital Transformation The following was transcribed from a recent interview on The…
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CMSWire: The Importance of an Initiative Prioritization Model — and Benefit for Customer Experience
Read More The Agile Brand Blog – Greg Kihlström Customer Experience & Digital Transformation This article was originally published on CMSWire. You can read…