A Guide to Marketing Technology and CX

This article was written by Greg Kihlström for Indian Management. You can view the article in full here. By focusing on both the needs of your customers, as well as those of your employees, you can ensure that everyone’s best interests are taken into consideration when making decisions or driving forward key initiatives within your organisation.

If one of your marketing colleagues has said something similar to, “We tried Agile, and it didn’t work,” I have a simple response. If it didn’t work, you weren’t doing it right.

As a marketer in today’s digital age, it can be difficult to keep up with the ever-evolving marketing technology (martech) landscape. New processes, tools and strategies evolve quickly, making it challenging for marketers to remain viable in this competitive space. However, tackling martech goals doesn't have to seem impossible!

The following was written by Greg Kihlström for Forbes Agency Council. Y our marketing technology stack is a critical part of your infrastructure. It enables you to acquire and retain customers while providing your teams with the tools they need to be successful in creating, managing and measuring content, campaigns and customer journeys.

This article was based on a transcript of The Agile Brand with Greg Kihlström podcast. Today we’re going to talk about digital customer service, and how it’s now essential for companies in every industry to embrace it if they haven’t already started doing so. To help me discuss this topic, I’d like to welcome Ragy Thomas, Founder & CEO, Sprinklr, a provider of enterprise software for customer experience management.

As a marketer, understanding the intricacies of your marketing technology infrastructure is essential to making sure it's running smoothly and achieving your desired outcomes. Having a strategic roadmap in place will help you ensure that all elements are connected and working together effectively, allowing for greater efficiency, increased ROI from campaigns, and reduced risk when deploying new initiatives. In this article, read about how creating a transparent roadmap for your marketing tech stack can benefit your organization and what steps you should take to build one.

By Matthew Egol and Greg Kihlstrom . In this final part of the series, we’re going to look at how to best integrate AI and CX in a meaningful way.

By Matthew Egol and Greg Kihlstrom . Artificial intelligence is not without its challenges. Now let’s discuss some things to watch out for when introducing AI into your CX strategy.