The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX
Technology
About
Expert mode marketing technology, AI, and CX insights from top brands and Martech platforms fill every episode, focusing on what leaders need to know to build customer lifetime value and long-term business value. The Agile Brand with Greg Kihlström® features executives and thought leaders from top brands and tech platforms discussing industry trends, such as AI adoption, first-party data strategies, artificial intelligence in the consumer journey, consumer data privacy, omnichannel customer experience, and more. The Agile Brand is hosted by Greg Kihlström, martech futurist, artificial intelligence transformation advisor, and consultant to leading brands, speaker, entrepreneur, and best-selling author. The...
Episodes
- #858: MarketingOps CEO Mike Rizzo on Marketing Operations as a strategic driver of growth
Mike Rizzo, CEO of MarketingOps, discusses reframing the marketing operations function from a tactical execution engine into a strategic driver of growth. The episode explores utilizing a community-led approach as a core component of a go-…
- #857: Tealium's Zack Wenthe on the hidden challenge of AI-driven commerce
Zack Wenthe from Tealium joins The Agile Brand with Greg Kihlström to discuss the data challenges posed by AI-driven commerce. They explore how AI shopping environments can create data black boxes and why brands need to maintain visibility…
- #856: CRMC Keynote Speaker Kaihan Krippendorff on making sure your brand is a disruptor not disrupted
This episode features Kaihan Krippendorff, who talks about the accelerating pace of change driven by artificial intelligence and digitization. He discusses how brands can become disruptors instead of being disrupted and practical framework…
- Introducing The Interface from the BBC
Greg Kihlström recommends "The Interface" from the BBC. He describes it as a fiercely informed, fast, and funny podcast about technology's impact.
- #855: Fullstory President Jason Wolf on moving from observation to actively assisting digital customers
This episode features Fullstory President Jason Wolf, who discusses the evolution of digital experience management from passive observation to active customer assistance. He explains how this approach helps resolve customer friction and cr…
- #854: PGA TOUR's Zach Carlson on creating an amazing fan experience
Zach Carlson, Director of Fan Engagement at PGA TOUR, discusses how the PGA TOUR creates engaging fan experiences. He explains how they utilize real-time data and feedback to shape the fan journey from ticket purchase to post-event engagem…
- #853: Sköna CEO Jenny Sagström on design consistency in high-growth brands
Jenny Sagström, CEO of Sköna, discusses design consistency in high-growth B2B brands. She explains why maintaining a unified brand is crucial even when prioritizing speed, and how fragmentation can impact building customer trust and long-t…
- #852: Zoom Room CEO Mark Van Wye on agile dogs and agile brands
Mark Van Wye, CEO of Zoom Room, discusses how brands can embody the principles they sell to foster deeper customer relationships and drive business growth. He shares insights on evolving business models to serve emotional outcomes beyond t…
- #851: CRMC Keynote Speaker David Avrin on customer loyalty and being easy to do business with
David Avrin, keynote speaker at CRMC, discusses customer loyalty and the importance of being easy to do business with. He explains how reducing customer effort can be a critical competitive advantage for businesses.
- #850: Newell VP of E-commerce Tambi Younes on expanding the operational limits of ecommerce capabilities
Tambi Younes, VP of E-commerce at Newell, discusses how to expand the operational limits of e-commerce capabilities. He explains the challenges of managing thousands of products across digital platforms and how automation and AI can help t…
- #849: Siteimprove CEO Nayaki Nayyar on what it means to take a holistic view of digital experience
Nayaki Nayyar, CEO of Siteimprove, discusses the importance of a holistic view of digital experience. She explores unifying performance analytics, the dual role of AI in personalized and accessible content, and inclusivity for brand growth.
- #848: CRMC Keynote Speaker Paul Epstein on building deep connections for greater customer loyalty
In this episode, Paul Epstein, CEO & Founder at Win Monday and CRMC keynote speaker, discusses building deep connections for greater customer loyalty. He emphasizes moving beyond reliance on market trends or product performance to understa…
- #847: Acquia CMO Jennifer Griffin Smith on MarTech that delivers beyond the hype
Jennifer Griffin Smith, CMO at Acquia, discusses marketing technology that delivers beyond the hype. The conversation covers the strategic value of human-led content and how to integrate new capabilities without disrupting customer experie…
- #846: Red Points' Daniel Shapiro on brand protection in a deepfake world
This episode of The Agile Brand features Daniel Shapiro of Red Points discussing brand protection. The conversation focuses on safeguarding brand identity in a digital landscape with AI-powered deepfakes and counterfeits, emphasizing its i…
- #845: Bright Data Chief Product Officer Ariel Shulman on why access to real-time web data is critical in the age of autonomous AI
Ariel Shulman, CPO at Bright Data, discusses the significance of real-time web data for autonomous AI. He explains how high-quality public web data is crucial for competitive intelligence, dynamic pricing, and customer experience as AI age…
- #844: adMarketplace's John Nitti on GEO and the future of paid search
This episode features John Nitti, Global Chief Business Officer at adMarketplace. He discusses the future of paid search, the impact of generative AI on advertising, and how brands can find customers on new surfaces.
- #843: Pega's Matt Healy on the hidden costs of outdated technology
Matt Healy, Sr. Director, Product Strategy & Marketing at Pega, joins Greg Kihlström to discuss the hidden costs associated with outdated technology. They explore how legacy systems can hinder AI adoption, impact employee morale and produc…
- #842: Braze Chief Product Officer Kevin Wang on how AI has forever changed product development
Kevin Wang, Chief Product Officer at Braze, explores AI's influence on product development. He discusses how leaders balance new technologies with strategic wisdom to deliver customer value.
- #841: NiCE CMO Michelle Cooper on the most common mistake brands make with AI and CX
Michelle Cooper, CMO at NiCE, joins the podcast to discuss artificial intelligence in customer experience. She shares insights on avoiding common mistakes and focusing on human interactions and frontline team empowerment in AI strategies.
- #840: Adobe's Hannah Elsakr on what happens after the hype: operationalizing AI at enterprise scale
Hannah Elsakr, VP of New GenAI Business Ventures at Adobe, discusses operationalizing AI at enterprise scale. She covers integrating AI into creative and marketing workflows and moving beyond initial AI experiments.
- #839: Medallia's Courtney Shealy on moving contact centers from cost center to strategic asset
Courtney Shealy, SVP, Global Presales at Medallia, discusses how to transform contact centers from cost centers into strategic assets for growth. The episode explores leveraging customer interactions for innovation and empathetic experienc…
- #838: BrandShield CEO Yoav Keren on the dark side of digital engagement
In this episode, Yoav Keren, CEO of BrandShield, discusses the challenges of brand impersonation, counterfeit goods, and AI-driven scams in digital engagement. He explains how these threats can impact customer experience, brand trust, and…
- #837: Domo Chief Design Officer Chris Willis on what to do about the trust deficit in enterprise AI
This episode features Chris Willis, Chief Design Officer at Domo, who discusses the challenges of trust in enterprise AI. He explores how to develop an AI strategy that emphasizes transparency and credibility over unexplainable "black-box"…
- Balancing marketing at a global scale with cultural intelligence with Katherine Melchior Ray
This episode of The Agile Brand features Katherine Melchior Ray. She discusses the importance of cultural intelligence in balancing global marketing with local market nuances, especially with the rise of AI and its impact on global expansi…
- #835: Qualtrics' Jordan Harper on using synthetic panels to get real insight
In this episode of The Agile Brand, Jordan Harper of Qualtrics discusses using synthetic panels for customer insights. He explains how AI models can be trained to represent audiences, offering a new approach to market research.
- #834: Encore CEO Michael Gants on the importance of the paywall experience
Michael Gants, CEO of Encore, discusses how subscription apps can monetize users who decline the initial paywall. He explains that moments of decline can be valuable opportunities to build relationships and unlock new revenue.
- #833: Qualtrics' Ali Henriques on accelerating the speed to insights with synthetic research
This episode features Ali Henriques from Qualtrics, who discusses accelerating the speed to insights using synthetic data and AI in market research. The conversation focuses on moving away from traditional research methods to near-instanta…
- #832: Akeneo CEO Romain Fouache on building and maintaining trust while scaling up AI adoption
This episode features Akeneo CEO Romain Fouache, who discusses the importance of building and maintaining customer trust while implementing AI technology. The conversation centers on balancing technological innovation with customer experie…
- #831: CSG's Megan Lukitsch on radical simplicity in CX
Megan Lukitsch, VP of Global Sales, CX at CSG, discusses radical simplicity in customer experience. She explains how focusing on effortless outcomes and leveraging AI can be a growth strategy by simplifying the customer journey to the poin…
- #830: Design Systems + Systems Thinking: How to Build a Design Language Your Whole Organization Can Actually Use
This episode discusses design systems and systems thinking, focusing on building an effective design language for organizations. It explores common reasons for design system failures and strategies for scaling a brand through shared unders…
- #829: ActiveCampaign CEO Jason VandeBoom on AI as foundation versus feature
Jason VandeBoom, Founder and CEO of ActiveCampaign, discusses the integration of AI as a foundational element versus a feature in business. He also addresses the necessity for leadership and team structures to evolve in response to technol…
- #828: From eTail: Building a long-term creator strategy with Wendy Wildfeuer from Motom
This episode features Wendy Wildfeuer from Motom, discussing how to build a long-term creator strategy that drives measurable revenue. The conversation covers the evolution from influencer marketing to creator commerce, emphasizing data-dr…
- #827: From eTail: Attentive CMO Keri McGhee on getting past AI hype to make the right strategic investments
Keri McGhee, CMO at Attentive, discusses moving beyond AI hype to make strategic investments in marketing technology. The episode explores the practical realities of AI's impact on consumer behavior and how marketing leaders can make smart…
- #826: From eTail: RTB House's Jaysen Gillespie on performance marketing in an era of signal loss and consumer uncertainty
This episode of The Agile Brand features Jaysen Gillespie, Global Head of Analytics and Product Marketing at RTB House. The discussion focuses on performance marketing in an era of signal loss and consumer uncertainty, originating from eTa…
- #825: From eTail: Zeta Global Chief Growth Officer Ed See on the expanding (and more demanding) role of the CMO
This episode features Ed See, Chief Growth Officer at Zeta Global, who discusses the evolving role of the Chief Marketing Officer. He highlights how CMOs are becoming key architects of change and growth within enterprises.
- #824: From eTail: Furniture.com CMO Dan Bennett on how to win the high-consideration purchase
Dan Bennett, CMO at Furniture.com, discusses addressing high-consideration purchases in e-commerce. He explains how to simplify decision-making for customers by using AI and behavioral data to re-architect the purchase journey.
- #823: Hostinger CEO Daugirdas Jankus on scaling from a local player to a global force
Daugirdas Jankus, CEO at Hostinger, discusses principles of scaling a business from a local player to a global force. He explores how a brand
- #822: From eTail: NoFraud Head of CX Breanna Moreno on customer loyalty, post-purchase abuse, and the moments after a sale
This episode features Breanna Moreno, Head of CX at NoFraud, discussing post-purchase abuse and its impact on customer loyalty and brand profitability. The conversation explores how brands can navigate the challenges of customer experience…
- #821: From eTail: CommerceIQ's Himanshu Jain and Bill Schneider on delaying the gap between strategy and execution
Himanshu Jain and Bill Schneider of CommerceIQ discuss the critical bottleneck brands face with the delay between data-driven insight and real-world execution in e-commerce. They explore how agentic AI can help automate execution, allowing…
- #820: From eTail: Stitch Fix's Noah Zamansky on bringing back the fun of shopping and integrating agentic AI into retail
Noah Zamansky from Stitch Fix discusses integrating agentic AI into retail. The conversation explores how brands can utilize AI to improve the customer shopping experience.
- #819: Recurrent CEO Andrew Perlman on the role of traditional media companies when there are 1.1 billion active content creators
Andrew Perlman, CEO of Recurrent, explores the changing landscape of media in an episode of The Agile Brand. He discusses the evolving definition of a creator and the implications for established brands as the creator economy expands and t…
- #818: Informatica's CMO Jim Kruger on data as the foundation for innovation
Informatica's CMO, Jim Kruger, discusses how data serves as the foundation for innovation, particularly in the context of AI. He explains that a strong data infrastructure is crucial for marketing agility and how the CMO's role is shifting…
- #817: Canva's Emma Robinson on the power of visual communication in B2B marketing
This episode features Emma Robinson, Head of B2B Marketing at Canva, discussing the significance of visual communication and design-led thinking in B2B marketing. She explains how creativity drives engagement and business results, supporte…
- #816: Shipt's Courtney Owumi on achieving and demonstrating CX ROI
Courtney Owumi, VP of Consumer Experience and Membership Engagement at Shipt, discusses how focusing on customer insights can lead to business model transformation and achieving CX ROI. This episode explores how demonstrating ROI is crucia…
- #815: CIBC's Stephanie Leheta on moving from silos to enterprise scale CX
Stephanie Leheta from CIBC discusses how to transition from siloed customer experience functions to an enterprise-wide CX strategy. The conversation covers integrating CX with business operations and employee compensation for revenue growt…
- #814: United Rentals' Alyse Fuller on driving real impact without being overwhelmed by data
Alyse Fuller from United Rentals joins Greg Kihlström to discuss how to drive real impact in customer experience without being overwhelmed by data. They explore leveraging Generative AI to shift CX from a reactive to a proactive discipline…
- #813: Big Game Ads Recap: Zappi CMO Nataly Kelly shares the winners and losing advertisers
Nataly Kelly, CMO at Zappi, discusses Super Bowl advertising. She shares insights on how brands can use data to create effective Super Bowl ads and connect with their audience.
- #812: Capillary Technolgies' Jim Sturm on customer loyalty as enterprise strategy
In this episode, Jim Sturm, President of North America at Capillary Technologies, discusses customer loyalty as an enterprise strategy. He explains how customer loyalty programs are evolving into dynamic, data-driven engines for the entire…
- #811: Sesimi CEO Andy Baker on connecting marketing strategy with frontline execution
This episode of The Agile Brand features Sesimi CEO Andy Baker. He discusses connecting marketing strategy with frontline execution in distributed organizations.
- #810: Bynder's Luke Roberts on brand and content governance in a 1:1 omnichannel world
This episode features Luke Roberts from Bynder discussing brand and content governance. He emphasizes managing content in an omnichannel environment, the application of AI in content workflows, and the importance of measuring marketing out…