What if AI-powered technology could not only solve your customers' problems faster but also anticipate their needs—and why do so many organizations still get it wrong?

On this episode of the Delighted Customers podcast, we unlock the real reasons why companies struggle to implement AI and automation tools effectively, even as consumer expectations for personalization and seamless experiences reach new heights. Greg Kihlstrom, martech and CX expert, demystifies the hype around chatbots and agentic AI, showing us where most companies stumble and what it really takes to reverse-engineer remarkable customer journeys. If you’re wondering why some AI initiatives delight while others fall flat (and what you can do about it), this episode pulls back the curtain.

You should tune in to hear from Greg Kihlstrom, a thought leader at the intersection of marketing, technology, and customer experience, whose podcast network and consulting insights are helping brands evolve—whether you're leading a Fortune 500 organization or an ambitious mid-market player. His deep dive into what’s really working at marketing and CX conferences—and what’s next for both large and small companies—makes this discussion especially valuable for anyone navigating the fast-changing landscape of customer engagement.

Here are three burning questions Greg answers on the show:

• What are the real barriers that have kept companies from leveraging AI (like chatbots and agents) effectively in the customer journey?

• How can AI empower customer service teams to pinpoint root causes and improve experiences—without losing the uniquely human touch?

• For leaders at mid-sized companies, what are practical steps for selecting technology partners and overcoming siloed data challenges as they implement customer-centric AI?

Don’t miss this eye-opening conversation with Greg Kihlstrom! Listen and subscribe to the Delighted Customers podcast on Apple Podcasts and Spotify, or find us on your favorite podcast platform.

Meet Greg Kihlstrom

Greg Kihlstrom is a best-selling author, speaker, entrepreneur, and host of The Agile Brand Podcast. With 15+ years of experience at the crossroads of marketing, technology, and CX, Greg is the former founder and CEO of a successful digital agency in Washington, D.C., now working as an independent consultant to leading brands and organizations. He is the founder of The Agile Brand Podcast Network, a prolific writer on the evolving roles of martech and organizational change, and a key influencer in bridging the gap between digital transformation and meaningful customer outcomes. Greg is also recognized for his thought leadership on AI innovation, process improvement, and the future of customer experience.

Connect with Greg Kihlstrom on LinkedIn: Greg Kihlstrom LinkedIn

Show Notes & References

• Subscribe to Greg’s newsletter: "AI Isn’t a Goal or a Strategy" on LinkedIn

• Learn more about The Agile Brand Podcast Network: https://www.theagilebrand.com/

• Catch up with the Delighted Customers podcast on your favorite platform for more episodes!