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

There is a lot of talk about how important customer experience is in today’s competitive landscape, but getting leaders, employees, and stakeholders all aligned to make it happen is still not a simple task.

Today we’re going to talk about what it takes to create great customer experience. To help me discuss this topic, I’d like to welcome Jon Picoult, Founder of Watermark Consulting and Author of the book Impressed to Obsessed.

RESOURCES

Jon Picoult’s website: www.jonpicoult.com

From Impressed To Obsessed book website: www.impressed2obsessed.com

Watermark Consulting Customer Experience ROI Study: www.watermarkconsult.net/cx-roi

The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast

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/company/the-agile-brand/

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.

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 and featured some amazing speakers on important topics related to AI and business. 

Today we’re going to talk about the AI4 show and some of the key insights from the show and I’m happy today to be joined again by one of the many great speakers that will be leading the conversation in a few weeks.

To help me discuss this topic, I’d like to welcome Alice Fournier, CIO at ISS Americas.

RESOURCES

Learn more about the AI4 conference: https://ai4.io/usa/

ISS Website: https://issworld.com/

The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast

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/company/the-agile-brand/

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.

Business to business (B2B) marketing presents a unique set of challenges and has often been treated as a completely different marketing practice from business to consumer (B2C) marketing. But there’s one important thing to remember, and that is that all of the business customers are also B2C customers outside of their work life.

Today we’re going to talk about B2C expectations in a B2B world and how consumer expectations can be managed and even exceeded in a B2B environment.

To help me discuss this topic, I’d like to welcome Chris Costello, Executive Vice President, Worldwide Strategic Accounts at Amazon Business.

RESOURCES

Amazon Business website: https://business.amazon.com 

The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast

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/company/the-agile-brand/

For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.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 Ceres Talent, a marketing staffing agency run by modern-day marketing matchmakers, we’re going to talk about the State of the (Recruiting) Union, plus talk with our marketing staffing expert to provide an outlook on the marketing talent market as it currently stands.

To help me discuss these topics, I’d like to welcome Sue Keith, Corporate Vice President at Ceres Talent.

RESOURCES

Ceres Talent website: https://www.cerestalent.com

The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast

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/company/the-agile-brand/

For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.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 AI in the contact center and how to balance voice AI, machine learning, and other types of automation with human contact center agents to deliver the optimal customer experience.

To help me discuss this topic, I’d like to welcome Mary Nelson, Chief Customer Officer, Aircall.

RESOURCES

Aircall AI research report: https://pages.aircall.io/ebook-business-sentiment-toward-ai.html?utm_medium=referral&utm_source=press&utm_campaign=fc--06-aiindexgkpoadcast-usa

Aircall website: https://www.aircall.com

The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast

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/company/the-agile-brand/

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 how brands can use conversational marketing to improve their customer experience, as well as their overall customer lifetime value.

To help me discuss this topic, I’d like to welcome Justin Keller, Vice President of Revenue Marketing at Drift, a conversational marketing platform that works with over 5,000 customers across industries.

RESOURCES

The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast

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/company/the-agile-brand/

For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.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 growing data maturity as an enterprise organization and how to build a culture of data.

To help me discuss this topic, I’d like to welcome Aron Clymer, Founder & CEO at Data Clymer.

RESOURCES

Data Clymer website: https://dataclymer.com/

The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast

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/company/the-agile-brand/

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’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 been very active in the community.

Today we’re going to talk about Agile Marketing, and a recent report: The 6th annual State of Agile Marketing Report, by AgileSherpas and The Agile Marketing Alliance. There are a number of insights that should be interesting to all marketers and leaders. 

To help me discuss this topic, I’d like to welcome Melissa Reeve, Principal Consultant at Agile Minds and Co-Founder of the Agile Marketing Alliance.

RESOURCES

State of Agile Marketing 2023 report: https://www.agilesherpas.com/blog/state-agile-marketing-2023

Agile Marketing Alliance website: https://www.agilemarketingalliance.com

The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast

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/company/the-agile-brand/

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 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 today.

Today we’re going to talk about optimizing the B2B customer experience with AI, automation, cross-channel personalization, all while doing it at scale for the enterprise. 

To help me discuss this topic, I am joined by Tommi Marsans, Marketing Technology Strategist at Verizon Business Group.

RESOURCES

Verizon Business Group: https://www.verizon.com/business/

Pega: https://www.pega.com

The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast

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/company/the-agile-brand/

For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.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 scaling a professional services agency in a way that maintains customer experience and stellar results.

To help me discuss this topic, I’d like to welcome Jamie Adams, Chief Revenue Officer at Scorpion.

RESOURCES

The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast

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/company/the-agile-brand/

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.