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    Business

    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 what changes when AI agents enter the discovery and purchase path, how to move past traditional A/B testing with reinforcement learning, closing the AI capability gap inside marketing teams, and where personalization stops paying off.

    Who it’s for: CMOs, VPs of marketing, martech and marketing operations leaders, and CX practitioners at enterprise brands and the platforms that serve them.

    Greg Kihlström is an AI transformation advisor to leading brands, a martech futurist, a keynote speaker, and the author of over 25 books on marketing technology, including the Agile Brand Guide series. He has hosted The Agile Brand since 2019 — 900+ episodes, and highly rated across all podcast platforms.

    New episodes drop at least three times a week. Follow the show so new episodes arrive automatically.


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

    Advertise

    Copyright: ©2019-2025 The Agile Brand, LLC

    • Apple Podcasts
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    Latest Episodes:
    #420: Excellent Experimentation with Dejean Brown, Optimizely Sep 15, 2023
    Show notes

    Today we’re going to talk about doing digital experimentation well and what this means in terms of your platform choice, and the way you approach experimentation as a marketing team.

    To help me discuss this topic, I’d like to welcome Dejean Brown, Principal Product Evangelist at Optimizely.

    RESOURCES

    Optimizely website: https://www.optimizely.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.


    #419: Headless E-commerce and CX with Chris Bach, Netlify Sep 13, 2023
    Show notes

    Today we’re going to talk about headless e-commerce, and how it improves personalization, reduces friction, and drives greater loyalty.

    To help me discuss this topic, I’d like to welcome Chris Bach, Co-Founder, CCO and CSO at Netlify a company that powers web experiences for major retailers like Victoria Beckham Beauty, Paul Valentine and Butcher Box.

    RESOURCES

    Netlify website: https://www.netlify.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

    SYNOPSIS

    In this episode of The Agile Brand, host Greg Kihlstrom speaks with Chris Bach, co-founder, CCO, and CSO at Netlify, about the concept of headless e-commerce and its benefits for retail providers and customers. They discuss how Netlify powers web experiences for major retailers and the innovative opportunities that headless e-commerce presents.

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


    #418: Better Customer Journey Mapping with Percy Rose, Hewlett Packard Enterprise Sep 11, 2023
    Show notes

    Today we’re going to talk about why customer journey mapping matters, and how it can improve customer loyalty, and drive other customer and business outcomes.

    To help me discuss this topic, I’d like to welcome Percy Rose, Customer Success Strategy Executive, Hewlett Packard Enterprise.

    RESOURCES

    Hewlett Packard Enterprise website: https://www.hpe.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

    SYNOPSIS

    In this episode, the guest speaker emphasizes the crucial role of gathering customer data and understanding their goals and desired outcomes in order to create a successful customer journey map. They stress the importance of conducting persona work and gathering strong intelligence about the customers before starting the mapping process. This includes understanding the key individuals in the tech industry such as heads of infrastructure and operations, CTOs, and CIOs. By understanding their goals, how they are measured, and their desired outcomes, organizations can engage in meaningful conversations with customers and gather the necessary information.

    The guest speaker also highlights the need to directly communicate with customers rather than relying solely on survey data. They believe that simply collecting survey data is insufficient and that skipping the step of talking to customers is a significant oversight in the customer journey mapping process. By engaging in conversations with customers, organizations can gain valuable insights into their experiences and preferences, which can then be used to create an accurate and effective customer journey map.


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


    #417: Staying competitive in Ecommerce with Steve Denton, CEO at Ware2Go, a UPS Company Sep 08, 2023
    Show notes

    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 found that 89% of consumers would consider purchasing through an online marketing place they have not previously shopped on in the next year.

    To me, this means three things - one, that competition is steeper than ever, two, that there is dwindling loyalty in the online marketplaces, and three, that there is opportunity for new or competitor entrants in online marketplaces if they are able to create the right type of end-to-end customer experience.

    Today we’re going to talk about all three of these aspects, and I’m thrilled to have a guest today with extensive experience in both his time as an executive at companies like eBay as well as his current position at Ware2Go, a UPS Company.

    To help me discuss this topic, I’d like to welcome Steve Denton, CEO at Ware2Go.

    RESOURCES

    Ware2Go 2023 eCommerce Marketplace Report: https://ware2go.co/market-research/ecommerce-marketplace-report/

    Ware2Go website: https://www.ware2go.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

    SYNOPSIS

    In this episode, the exciting development of new AI technology is discussed, which allows brands to predict potential delays in package delivery. This capability enables brands to proactively reach out to consumers and inform them about any potential delays, which is particularly important for audiences who prioritize timely delivery. By utilizing AI technology, brands can identify potential delays and take necessary actions to mitigate the issue.

    This predictive capability is made possible through customer segmentation. For instance, brands can provide special attention and a "white glove treatment" to first-time buyers or customers who haven't made a purchase in a long time. This personalized approach not only helps manage customer expectations but also enhances the overall delivery experience.

    Overall, AI technology plays a crucial role in enhancing the delivery experience by enabling brands to predict and address potential delays. By leveraging customer segmentation and personalized approaches, brands can ensure that their customers receive a flawless commerce logistics experience. This is particularly important in a competitive landscape where customer loyalty is declining, and consumers are open to trying new online marketplaces. Therefore, brands must prioritize the delivery experience and leverage AI technology to stay competitive and drive conversion rates.

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


    #416: Digital displays and their impact on health and sustainability, with Tim O'Malley, E Ink Sep 06, 2023
    Show notes

    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 sustainable, they will continue to grow in usage, but at what impact to our health, energy usage, and overall sustainability? Today we’re going to talk about creating sustainable, long-term digital displays that improve the lives of consumers and businesses.

    To help me discuss this topic, I’d like to welcome Timothy O'Malley, AVP US RBU at E Ink Corporation, which you might not have heard of before, but if you’ve ever used an Amazon Kindle, seen digital retail display signage, healthcare signage, or even the recent color-changing BMW at CES earlier this year, you’ve probably seen their work.

    RESOURCES

    Full details of the study can be found at the Journal for the Society of Information Display: http://doi.org/10.1002/jsid.1191

    Link to the collaboration between Kohler and E Ink: https://www.linkedin.com/feed/update/urn:li:activity:7072135602229399552/

    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

    SYNOPSIS

    In this episode, the host and guest delve into the topic of sustainable long-term digital displays. They acknowledge that digital displays, such as phones, tablets, televisions, laptops, and watches, have become an integral part of our lives and are continuously growing in popularity. However, there are concerns regarding their impact on health, energy consumption, and overall sustainability.

    One of the challenges discussed is the power usage of digital displays. The guest highlights that Germany recently implemented restrictions on the operation of digital out of home and digital signage screens between 10 p.m. and 4 a.m., limiting their usage to only six hours a day. This serves as a clear example of the environmental and sustainability issues associated with digital signage.

    The guest also introduces the concept of e-paper displays as a more sustainable alternative to traditional digital displays. They explain that e-paper displays can effectively replace paper displays, such as shelf tags in retail or small advertisement signs. By adopting e-paper displays, energy consumption can be significantly reduced.


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


    #415: Winning and retaining customers with Solomon Zakinov, Founder & CEO, ShipX Sep 04, 2023
    Show notes

    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 Solomon Zakinov, Founder & CEO of ShipX, a company that uses technology to facilitate seamless first, middle, and last-mile delivery for retailers, third-party logistics providers, and other shippers.

    RESOURCES

    ShipX website: https://www.shipx.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

    SYNOPSIS

    Solomon Zakinov, founder and CEO of ShipX, joins the show to discuss how technology can facilitate seamless delivery for retailers and shippers. ShipX specializes in streamlining the first, middle, and last mile delivery process for retailers, third-party logistics providers, and other shippers. Solomon's background in e-commerce and logistics led him to recognize the importance of efficient shipping in the overall customer experience. He identified a market need to utilize existing assets, such as smaller local couriers, to execute final mile deliveries and deliver packages directly to customers' doorsteps. This need became even more critical during the pandemic when online shopping and home deliveries surged. Solomon also highlights the lack of pricing transparency in the industry, which can result in higher costs for consumers. ShipX aims to address these challenges by leveraging technology to provide a seamless and cost-effective delivery solution for retailers and shippers.

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


    #414: Strengthening the relationship between Sales and RevOps with Bayley Fesler and Annie Jones from Xactly Sep 01, 2023
    Show notes

    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 confidence has a ripple effect throughout an organization, especially between the RevOps and sales teams who each believe they hold the best strategy to meet quota. Because of this, RevOps and sales teams often interact like vinegar and oil – they don’t mix well and struggle to see eye-to-eye.

    How can we repair this relationship and encourage collaboration between the two departments? Today we’re going to talk about strengthening (and in some cases repairing) the relationship between RevOps and sales teams to drive revenue and re-energize sales teams.

    To help me discuss this topic, I’d like to welcome Xactly’s Bayley Fesler, Director of RevOps, and Annie Jones, RevOps Business Partner.

    CORRECTION:

    In the introduction, Annie Jones introduces herself and says that she joined Bayley at Xactly 7 years ago. They actually started working together at Marketo 7 years ago, not Xactly. Enjoy the episode!

    RESOURCES

    Xactly website: https://www.xactlycorp.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.


    #413: Using qualitative customer data well with Daniel Erickson, Viable Aug 30, 2023
    Show notes

    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 Erickson. Founder & CEO at Viable, an AI analytics tool that enables businesses to instantly access and act on valuable insights from customer feedback.

    RESOURCES

    Viable website: https://www.askviable.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.


    #412: Standing out in an eCommerce world, with Laura Ritchey, Radial Aug 28, 2023
    Show notes

    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 stand out in an eCommerce world.

    To help me discuss this topic, I’d like to welcome Laura Ritchey, EVP and COO of Radial.

    RESOURCES

    Radial website: https://www.radial.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.


    #411: Scaling brands while focusing on sustainability, with Richie Jones, vvast Aug 25, 2023
    Show notes

    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 on company values as an agency that supports the growth of brands.

    To help me discuss these topics, I’d like to welcome Richie Jones, Managing Director at vvast, a D2C ecommerce agency.

    RESOURCES

    Vvast website: https://www.vvast.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.


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