Shows / The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX
Marketing technology, AI, and customer experience, explained by the people building it. Three times a week, Greg Kihlström interviews CMOs, product leaders, and martech executives from platform companies like Adobe, Braze, Qualtrics, Salesforce, and Optimizely, and brands like Marriott, Georgia-Pacific, Nestlé, and Zoom about what is actually working inside enterprise marketing organizations.
Each episode runs 20–30 minutes: one guest, one specific problem, no filler. Recent conversations cover…
Episodes
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#417: Staying competitive in Ecommerce with Steve Denton, CEO at Ware2Go, a UPS Company
Recent data from Ware2Go, a UPS Company, found that 89% of consumers are comparison shopping on 2+ marketplaces before they make a purchase. The same research…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#416: Digital displays and their impact on health and sustainability, with Tim O'Malley, E Ink
Digital interfaces, displays, signage, and more are a fixture of our lives, and they aren’t going anywhere. In fact, as digital displays get more flexible and…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#415: Winning and retaining customers with Solomon Zakinov, Founder & CEO, ShipX
Today we’re going to talk about winning and retaining customers in technology and service-based businesses. To help me discuss this topic, I’d like to welcome…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#414: Strengthening the relationship between Sales and RevOps with Bayley Fesler and Annie Jones from Xactly
According to Gartner, only 6% of Chief Sales Officers (CSOs) are extremely confident about their team's ability to meet or exceed revenue goals. This lack of…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#413: Using qualitative customer data well with Daniel Erickson, Viable
Today we’re going to talk about the value of qualitative customer data, and how to use it well. To help me discuss this topic, I’d like to welcome Daniel…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#412: Standing out in an eCommerce world, with Laura Ritchey, Radial
There are a lot of technologies, trends, and customer expectations in the world of eCommerce today. Today we’re going to talk about what brands need to do to…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#411: Scaling brands while focusing on sustainability, with Richie Jones, vvast
Today we’re going to talk about what it takes to scale a brand while keeping a focus on sustainability. We’re also going to talk about scaling while focusing…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#410: Product agility, prioritization, and business value with Dan Gallagher, Slalom
Today we’re going to talk about product agility, prioritization and business value, and making sure that teams aren’t just building efficiently, but that they…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#409: Great CX is more than just talking about great CX, with Jon Picoult, Watermark Consulting
There is a lot of talk about how important customer experience is in today’s competitive landscape, but getting leaders, employees, and stakeholders all…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#408: AI across the enterprise, with Alice Fournier, CIO, ISS Americas
AI4, the world’s premier conference discussing artificial intelligence and its many applications for business was held August 7-9 at the MGM Grand in Las Vegas…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#407: Meeting & Exceeding B2C Expectations in a B2B World with Chris Costello, Amazon Business
Business to business (B2B) marketing presents a unique set of challenges and has often been treated as a completely different marketing practice from business…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#406: State of the (recruiting) union with Sue Keith, Ceres Talent
In this special episode, brought to you by Ceres Talent, a marketing staffing agency run by modern-day marketing matchmakers, we’re going to talk about the…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#405: AI in the Contact Center with Mary Nelson, Chief Customer Officer, Aircall
Today we’re going to talk about AI in the contact center and how to balance voice AI, machine learning, and other types of automation with human contact center…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#404: Conversational Marketing and the Customer Experience with Justin Keller, Drift
Today we’re going to talk about how brands can use conversational marketing to improve their customer experience, as well as their overall customer lifetime…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#403: Building a culture of data with Aron Clymer, Data Clymer
Today we’re going to talk about growing data maturity as an enterprise organization and how to build a culture of data. To help me discuss this topic, I’d like…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#402: Agile Marketing adoption and growth with Melissa Reeve, Agile Marketing Alliance
Today’s topic is something I’m certainly passionate about, and which I recently wrote two books in my Agile Brand Guides series about, and my guest today has…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#401: B2B Customer Experience at Scale, with Tommi Marsans, Verizon Business Group
The following episode was recorded at PegaWorld Inspire in Las Vegas, and I’m looking forward to this topic as well as sharing the conversation with my guest…
- The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX
#400: Scaling professional services while maintaining CX and customer results, with Jamie Adams, Scorpion
Today we’re going to talk about scaling a professional services agency in a way that maintains customer experience and stellar results. To help me discuss this…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#399: What makes you different is what makes you, with Dharma Pachner, Contrast & Co.
I’m excited to bring you the first in a multi-part series sponsored by Contrast & Co., an award-winning brand strategy and communications agency determined to…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#398: AI and the workforce, with Alice Fournier, CIO, ISS Americas
AI4, the world’s premier conference discussing artificial intelligence and its many applications for business is being held August 7-9 at the MGM Grand in Las…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#397: Enterprise SEO with Adrien Menard, CEO of Botify.com
Google can’t access every variable on the internet – and with the amount of content created every day, brands can struggle to have pages be seen by Google and…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#396: The ongoing relationship between businesses and their location, with Michael Steifvater, Arlington Economic Development
Welcome to a special episode of the show brought to you in partnership with Arlington Economic Development, where we discuss issues related to the workforce…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#395: Professional Services and the Customer Experience with Blake Godwin, Client Savvy
In May, I was fortunate to be in Durham North Carolina at the 2023 CXPS - that’s Client Experience for Professional Services - Conference, where professionals…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#394: Agile marketing and walled gardens with Oli Marlow Thomas, Chief Innovation Officer, Smartly.io
Marketers and advertisers for the world’s leading brands need to understand and adapt to a rapidly changing landscape, on a continual basis. Whether it is the…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#393: Agile supply chains, with Peter Pernot-Day, SHEIN
Last holiday season, and even most of last year, it was hard to escape stories about how the supply chain was causing difficulties for retailers, as well as…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#392: Great CX in regulated industries, with Meghan Fishburn, AgencyQ
Today’s episode is brought to you by AgencyQ, an award-winning team that believes in the power of experience, creating technology and customer experiences that…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#391: AI and the Customer Experience at Scale, with Shelia Anderson, US CIO at Aflac
The following episode was recorded at PegaWorld Inspire in Las Vegas, and I’m looking forward to this topic as well as sharing the conversation with my guest…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#390: Prioritizing what customers both want and need with Bobby Arbuthnot, Unisys
Today we’re going to talk about prioritization and how to, as advisors both within and outside of a company, balance the things customers need to have versus…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#389: Marketing, AI, and the Omnichannel Experience with Asim Zaheer, Glassbox
The customer experience continues to be a key point of competition among brands today, and those that can provid more personalized content, offers, and overall…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#388: AI and decision making, prediction, and workflow automation, with Rik Chomko, CEO at InRule
Today we’re going to talk about some of the powerful ways that AI can augment human capabilities to make decisions, learn from those decisions, and automate…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#387: AI & Machine Learning in the Enterprise, with Scott Love, Lovelytics
Welcome to a special episode of the show brought to you in partnership with Arlington Economic Development, where we discuss issues related to the workforce…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#386: Intrapreneurship and fostering innovation from within, with Shane Pahl
In this episode, Adam Chen interviews Shane Pahl, a consultant by trade and organizational anthropologist by training. We discuss such heady topics as defining…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#385: Dispelling Myths About Funding Creative and UX: What You Think You're Getting vs What You Really Need with Dan Knuckey and Jason Bowman from The Office of Experience
Today we’re going to talk about Dispelling Myths About Funding Creative and UX: What You Think You're Getting vs What You Really Need, in a special episode…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#384: The Autonomous Enterprise and CX, plus the Ethics of Generative AI, with Tara DeZao, Pega
The following episode was recorded at PegaWorld Inspire in Las Vegas, and I’m looking forward to this topic as well as sharing the conversation with my guest…
- The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX
#383: Maximizing events data with JR Sherman, CEO of RainFocus
Today we’re going to talk about how to create the most business and customer value by maximizing your usage of event data. To help me discuss this topic, I’d…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#382: Building Customer Enagement with April Mullen, Braze
Braze recently released its 2023 Customer Enagement Review, and there are a number of interesting insights found with in it, relating to the customer…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#381: Narrowing the strategy and execution gap with Alex Castro, CEO of 11:59
Today we’re going to talk about narrowing the gap between strategy and execution, and how leaders can be more successful in measuring and improving their…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#380: Culture that benefits employees, customers, and the business with Steve Robinson, former CMO at Chick-fil-A
Today we’re going to talk about building the kind of corporate culture that benefits employees, customers, and the business itself with a leader that helped…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#379: Creating a truly accessible customer experience with Yaddy Arroyo, Truist
Today we’re going to talk about creating truly accessible interfaces across a variety of mediums and channels. To help me discuss this topic, I’d like to…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#378: CX and Professional Services, Part 2 with Tammi Nagucki, Environmental Design Group
I am here in Durham North Carolina at the 2023 CXPS - that’s Customer Experience for Professional Services - Conference. Today we’re going to talk about CX and…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#377: Beyond Customer Loyalty: Building a Cult Brand, with Chris Kneeland, CEO of Cult Collective
Today we’re going to talk about how to go beyond simply having happy customers or even loyal ones, and follow the examples of iconic well-loved brands and…
- The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX
#376: Improving Customer Education for Better CX with Jack Foster, Workramp
Today we’re going to talk about customer education to improve the customer experience, and we’ll be talking about how to improve the employee experience…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#375: Creating best-in-class personalized customer experiences with Pini Yakuel, CEO at Optimove
Today we’re going to talk about creating best in class personalized, cross-channel customer experiences, using a CDP, AI, orchestration, and more. To help me…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#374: Customer Lifetime Value and Journey Orchestration with Matthew Egol, JourneySpark Consulting
I’m excited today to be talking with someone who I’ve collaborated on a few articles with amongst other things. We’ve discussed AI, Customer Experience, and…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#373: Maximizing business value with FinOps, Part 2, with Kalika Prasad Maheshwari, TEKsystems
I’m excited to introduce part 2 of a special series about how organizations can maximize business value with FinOps in a series brought to you by TEKsystems, a…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#372: Maximizing business value with FinOps, Part 1, with Ani Lingutla, TEKsystems
I’m excited to introduce part 1 of a special series about how organizations can maximize business value with FinOps in a series brought to you by TEKsystems, a…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#371: Sustainability as a win-win for customers and the business with Brennan Spellacy, CEO, Patch
Today we’re going to talk about how sustainability is no longer an option for brands, and why this is a benefit for both customers and the bottom line. To help…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#370: ERP, successful operations and CX with Nick Foy, Silverdale Technology
Today we’re going to talk about enterprise resource planning and how it can drive both internal success as well as successful customer experiences. To help me…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#369: Marketing Hiring Myths with Sue Keith, Ceres Talent
In this special episode, brought to you by Ceres Talent, a marketing staffing agency run by modern-day marketing matchmakers, we’re going to talk about 4…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#368: What Exactly is Good CX? with Ginger Conlon, Genesys
The state of customer experience is continually changing, as brands increasingly compete based on the experience they can deliver to their customers across…
- The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX
#367: Professional Services and the Customer Experience Part 1, with Ryan Suydam, ClientSavvy
I am here in Durham North Carolina at the 2023 CXPS - that’s Client Experience for Professional Services - Conference. Today we’re going to talk about CX and…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#366: Intrapreneurship and global growth with Alex Ghiculescu and Beau Grzanich, Workforce.com
In this episode, Adam Chen interviews two change agents at Workforce.com, a leading workforce management software which manages scheduling, time & attendance…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#365: Building a customer-centered digital consultancy with Chad Solomonson, RDA
Welcome to a special episode brought to you by RDA and Sitecore. Today we’re going to talk about improving the customer experience that professional services…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#364: AI and Automation in the Financial Sector with Joe Robinson, Hummingbird
Today we’re going to talk about how AI and automation can help financial organization fight fraud, bias, and create better and safer customer experiences. To…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#363: Winning at In-Game Advertising with Jared Lansky, SVP Partnerships, MediaMath
Today we’re going to talk about in-game advertising, and how brands are utilizing this tactic to great effect, all while strategizing amid growing efforts to…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#362: Meaningful changes for greater customer outcomes with Anthony Coppedge, Principal Agile Digital Sales Global Transformation Lead at IBM
Today we’re going to talk about making meaningful changes within an organization to create greater customer outcomes. To help me discuss this topic, I’d like…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#361: The Value of a Well-Informed Customer with Alyssa Alsheimer, SVP of Marketing and Engagement at Wellframe
Today we’re going to talk about the value of a well-informed customer, and marketing complex service offerings such as health insurance plans, in order to…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#360: Search & Discovery to Drive Ecommerce Revenue with Piyush Patel, Algolia
Algolia, one of the leading enterprise search and discovery platforms, recently published its Ecommerce Site Search Trends 2023 report, which highlights…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#359: The Business Value of a Great Employee Experience with Annette Franz, Founder & CEO of CX Journey
Today we’re going to talk about the business value of creating a great employee experience. To help me discuss this topic, I’d like to welcome Annette Franz…
The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX#358: Showing vs. telling to improve the customer experience with Ken Babcock, Tango
Today we’re going to talk about the value of showing vs. telling in order to improve the customer experience. To help me discuss this topic, I’d like to…