The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX

While we talk about customer experience a lot on this show, today’s focus is going to be a little different than some of our past conversations. Today we’re going to talk about adding science to customer experience programs, and, more specifically the science of CX surveys.

To help me discuss this topic, I’d like to welcome Martha Brooke, Chief Customer Experience Analyst at Interaction Metrics.

RESOURCES

Interaction Metrics website: https://interactionmetrics.com/

Connect with Greg Kihlström on LinkedIn: https://www.linkedin.com/in/gregkihlstrom

Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for $150 off your registration code. Register here: http://tinyurl.com/5jpwhycv

Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show

Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com

The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow

The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Hosted on Acast. See acast.com/privacy for more information.

Today we’re going to talk about trends in conversational commerce and why retailers need to rethink the customer experience when it comes to messaging apps.

To help me discuss this topic, I’d like to welcome Stefanos Loukakos, Co-Founder and CEO of Connectly, who was previously Facebook’s Head of Messenger Business.

RESOURCES

Connectly website: https://www.connectly.ai/

Connect with Greg Kihlström on LinkedIn: https://www.linkedin.com/in/gregkihlstrom

Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for $150 off your registration code. Register here: http://tinyurl.com/5jpwhycv

Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show

Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com

The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow

The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Hosted on Acast. See acast.com/privacy for more information.

In today’s competitive healthcare landscape, expanding into new markets and maintaining a focus on customer-centricity are critical for sustained growth. Joining us to discuss these challenges and opportunities is Alice Eweida, CEO of Pandia Health. Alice brings extensive experience in navigating both direct-to-consumer and business-to-business models in the healthcare sector.

Alice Eweida is the CEO of Pandia Health (which includes Pandia Medical Group and Pandia Pharmacy) with over 20 years of experience. She took the reins during its seed stage and joined at a time of significant growth as the organization expanded into multiple service categories, adding menopause and developing AI that guides doctors to personalize prescribing medication to best serve the individual patient’s needs. 

Prior to Pandia Health, Alice led growth and brand marketing at several Series B digital health startups leveraging telemedicine for wellness, nutrition, diabetes and substance use care. Notably, she grew Boulder Care to approximately 5,000 patients and took DayTwo through a rebrand and expanded their care program from providers to mid-sized employers and national and regional payers. At Foodsmart (formerly Zipongo), she established their B2B2C enrollment and engagement programs, growing its user base to 950,000 through an employee benefits program with Fortune 500 companies, including Disney, Google, IBM and United Healthcare. 

Alice spent four years at Google where her team launched Google Home, the first device with a voice-activated assistant built in, and was responsible for the integration with YouTube Red. Additionally, she spent time in their sales department to help grow advertising investments for global brands in the beauty and media sectors across Google Search, Google Display, YouTube and Google’s Marketing Platform.

Earlier in her career, Alice led product marketing at Sky TV, now a division of Comcast, for Sky Go on mobiles, tablets and games consoles. Prior to that, she was part of Vodafone’s Marketing Graduate Program. Alice holds an MA from the Oxford College of Marketing and a BA in English Language and Media Studies from the University of Birmingham in England.

RESOURCES

Pandia Health website: https://www.pandiahealth.com/

Connect with Greg Kihlström on LinkedIn: https://www.linkedin.com/in/gregkihlstrom

Listen to The Agile Brand without the ads. Learn more here: https://bit.ly/3ymf7hd

Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for $150 off your registration code. Register here: http://tinyurl.com/5jpwhycv

Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show

Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com

The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow

The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Hosted on Acast. See acast.com/privacy for more information.

Welcome to a special episode of the show, brought to you by The Office of Experience, a design-driven, digital-first, vertically integrated and collaborative agency that believes in the power of ideas and the strength of people.

In today’s episode, we explore the fascinating intersection of branding and business strategy through the lens of a recent project between Blackbaud and The Office of Experience. We are joined by Lori Poer, Vice President, Global Brand and Corporate Marketing at Blackbaud, and Nigel Dennis, Group Creative Director at The Office of Experience.

RESOURCES

Blackbaud website: https://www.blackbaud.com

The Office of Experience website: https://www.officeofexperience.com

Connect with Greg Kihlström on LinkedIn: https://www.linkedin.com/in/gregkihlstrom

Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for $150 off your registration code. Register here: http://tinyurl.com/5jpwhycv

Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show

Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com

The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow

The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Hosted on Acast. See acast.com/privacy for more information.

In this special episode, brought to you by Landrum Talent Solutions, , formerly Ceres Talent, a national recruiting firm specializing in marketing and HR positions, we’re going to talk about a few things.

Remember the Great Resignation. Well now, it’s more like the Great Hesitation, with many managers being reluctant to hire based on a number of factors. Also, in today's labor market, we observe a striking contrast between different sectors, presenting unique challenges and strategies. Joining us to shed light on these dynamics is Sue Keith, Corporate Vice President at Landrum Talent Solutions.

RESOURCES

Landrum Talent Solutions website: https://landrumtalentsolutions.com/

Connect with Greg Kihlström on LinkedIn: https://www.linkedin.com/in/gregkihlstrom

The B2B Agility podcast website: https://www.b2bagility.com

Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com

Get the latest news and updates on LinkedIn here: https://www.linkedin.com/showcase/b2b-agility/

Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com

B2B Agility with Greg Kihlström is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Hosted on Acast. See acast.com/privacy for more information.

We are here in Nashville at Forrester CX Summit North America, and we’ve been hearing a lot about what it takes to create and sustain a great customer experience.

And while there’s good customer experience, there are things that set aside the brands that say they prioritize their customers, and there are those that are customer-obsessed.

Today we’re going to talk about what it means to be customer-obsessed, and how to create great omnichannel customer experiences in retail.

To help me discuss this topic is someone who knows all about being customer-obsessed, I’d like to welcome Jill Pavlovich, Senior Vice-President of Digital Shopping Experiences at Albertsons Companies, and recipient of the Customer-Obsessed Leadership Award at this year’s Forrester CX Summit.

RESOURCES

Forrester website: https://www.forrester.com

Access Forrester's Generative AI Essential for CX Leaders

Press Release: Forrester's 2024 US Customer Experience Index: Brands' CX Quality Is At An All-Time Low

Connect with Greg Kihlström on LinkedIn: https://www.linkedin.com/in/gregkihlstrom

Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for $150 off your registration code. Register here: http://tinyurl.com/5jpwhycv

Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show

Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com

The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow

The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Hosted on Acast. See acast.com/privacy for more information.

In 2023, the global cybersecurity workforce grew 8.7%, reaching a record high of 5.5 million people, according to the 2023 ISC2 Global Workforce Study. However, the industry is still grappling with a substantial deficit of 4 million professionals to properly safeguard the world’s emerging digital threats.

As the global cybersecurity workforce continues to expand, the industry faces significant challenges in meeting the demand for skilled professionals. Today, we're discussing an innovative solution to this talent shortage—leveraging the unique skills and qualities of veterans. Joining us is Nakisha Dixon, Vice President of Human Resources at Vercara, who has keen insights into the adaptability and potential of veterans in the cybersecurity field.

RESOURCES

Connect with Greg Kihlström on LinkedIn: https://www.linkedin.com/in/gregkihlstrom

Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for $150 off your registration code. Register here: http://tinyurl.com/5jpwhycv

Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show

Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com

The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow

The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Hosted on Acast. See acast.com/privacy for more information.

Today, from the Forrester CX Summit North America in Nashville, we are thrilled to have AJ Joplin, Senior Analyst at Forrester, with us to discuss the crucial alignment of customer experience, digital experience, and marketing.

About AJ Joplin

AJ is the lead analyst for Forrester’s research on experience design (XD), design organizations, and design leadership. Helping XD and customer experience (CX) leaders develop and deliver on research-based strategy is AJ’s professional passion. She has observed that the most effective organizations combine clear purpose with the right people and leverage systems to clarify decision-making, prioritization, and workflows. AJ also has years of workshop facilitation experience in human-centered design and design thinking. Using her professional coaching skills, AJ bring clients through ambiguity and into alignment on what matters and what’s next.

Previous Work Experience

Prior to joining Forrester, AJ worked at USAA and IBM, scaling the design practice that organizations must develop in order to deliver amazing CX. As a result, AJ acquired great insight into best practices for how to align organizations to deliver customer-driven value.

Education

AJ holds a BS in business administration from Dallas Christian College and an MBA in product and marketing management from the University of Denver.

RESOURCES

Forrester website: https://www.forrester.com

Access Forrester's Generative AI Essential for CX Leaders

Press Release: Forrester's 2024 US Customer Experience Index: Brands' CX Quality Is At An All-Time Low

Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for $150 off your registration code. Register here: http://tinyurl.com/5jpwhycv

Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show

Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com

The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow

The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Hosted on Acast. See acast.com/privacy for more information.

The adoption of AI into customer experiences, and marketing efforts is happening—rapidly. But it’s not enough to just slap AI onto an existing interaction. Success lies in how humans plus AI work together to create what my guest today calls boundless experiences.

Today, from the Forrester CX Summit North America, we are thrilled to have JP Gownder, Vice President and Principal Analyst at Forrester Research, with us to discuss the crucial alignment of customer experience, digital experience, and marketing.

J. P. Gownder is a vice president and principal analyst on Forrester’s Future of Work team. He covers the impacts that technology and human factors jointly have on the future of work. He helps clients design strategies that drive productivity, collaboration, and effective hybrid work. His research also covers how technologies like devices, collaboration software, extended reality and the metaverse, and artificial intelligence and automation reshape the future of how and where we work, what our jobs look like, and how we can drive productivity, collaboration, and the employee experience.

Previous Work Experience

A prolific writer and speaker, J. P. has written articles for publications such as Mashable, Information Week, ComputerWorld, Forbes, The Los Angeles Times, and The Washington Post. He has also been quoted in The Financial Times, The Wall Street Journal, The New York Times, USA Today, Wired, and many other publications, and he has appeared on NBC television, Bloomberg television, Voice of America, National Public Radio, and other media outlets.

Education

J. P. graduated from Harvard University with a BA (magna cum laude) and an MA in political science. He also conducted research at the Harvard Business School.

RESOURCES

Forrester website: https://www.forrester.com

Access Forrester's Generative AI Essential for CX Leaders

Press Release: Forrester's 2024 US Customer Experience Index: Brands' CX Quality Is At An All-Time Low

Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for $150 off your registration code. Register here: http://tinyurl.com/5jpwhycv

Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show

Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com

The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow

The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Hosted on Acast. See acast.com/privacy for more information.

We are here at PegaWorld iNspire at the MGM Grand in Las Vegas, Nevada we’ve been seeing some amazing things, including how AI can transform the enterprise and I’ve had the opportunity to be hands-on at the Innovation Hub.

A study unveiled today at PegaWorld, conducted by research firm Savanta, surveyed more than 500 business decision makers across enterprises worldwide on their understanding and use of AI, as well as the challenges and opportunities they see in successfully implementing the technology.

Joining us today is Peter van der Putten, Director AI Lab at Pega, to discuss the meaningful AI in the enterprise and this recently-announced research on the rise of creative and analytical AI within global businesses.

RESOURCES

Pega website: https://www.pega.com

Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for $150 off your registration code. Register here: http://tinyurl.com/5jpwhycv

Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show

Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com

The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow

The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Hosted on Acast. See acast.com/privacy for more information.