The power of customer data across the journey: Acquisition
Leverage data responsibly during the acquisition stage to understand your audience, refine messaging and build trust.
Greg Kihlström is a best-selling author, speaker, and entrepreneur, currently an advisor and consultant to top companies on customer experience, employee experience, and digital transformation initiatives as Principal and Chief Strategist at GK5A. He is also the host of The Agile Brand with Greg Kihlström podcast. He is a two-time CEO and Co-Founder, growing both companies organically and through acquisitions, and ultimately leading both to be acquired (one in 2017, and the other in 2021). As a strategist, digital transformation, and customer experience advisor, he has worked with some of the world’s top brands, including AOL, Choice Hotels, Coca-Cola, Dell, FedEx, GEICO, Marriott, MTV, Starbucks, Toyota, and VMware.
Leverage data responsibly during the acquisition stage to understand your audience, refine messaging and build trust.
Greg Kihlstrom | Dec 7, 2023 at 12:39 pm ETCustomer journey orchestration
Learn the essentials of feedback loops, experimentation and agility to deliver continuous improvement in customer journey operations.
Greg Kihlstrom | Nov 13, 2023 at 9:45 am ETCustomer journey orchestration
The right governance structure is critical to creating, managing, and improving the customer experience utilizing tools like customer journey orchestration.
Greg Kihlstrom | Oct 10, 2023 at 9:45 am ETCustomer journey orchestration
The key elements of collaboration in customer journey operations and how they contribute to improved customer experiences.
Greg Kihlstrom | Sep 7, 2023 at 11:29 am ETMarketing artificial intelligence (AI)
Learn how AI-driven workflow automation enhances marketing outcomes and ways to maximize the benefits of automated processes.
Greg Kihlstrom | Aug 2, 2023 at 10:12 am ETMarketing artificial intelligence (AI)
Here's why artificial intelligence is integral to delivering personalized customer journeys and the platforms and tools that make it possible.
Greg Kihlstrom | Jul 17, 2023 at 9:22 am ETMarketing artificial intelligence (AI)
While this area of AI has been around long enough, it shouldn't be a substitute for strategic oversight by humans.
Greg Kihlstrom | Jun 13, 2023 at 11:03 am ETMarketing artificial intelligence (AI)
Here's what you need to know about generative AI in marketing and why it's worth paying attention to.
Greg Kihlstrom | May 19, 2023 at 11:41 am ETAI and customer journey orchestration can take your existing marketing automation approaches to the next level.
Greg Kihlstrom | Mar 30, 2023 at 10:09 am ETLearn what an agile, customer-centric culture means, why leadership support matters and how organizations can work toward this goal.
Greg Kihlstrom | Mar 3, 2023 at 9:53 am ETBeyond just calculating CLV, companies must embrace the total value a customer can bring as a factor in strategic planning, culture and KPIs.
Greg Kihlstrom | Feb 2, 2023 at 10:03 am ETHaving an effective first-party data strategy means you can balance two sets of customer needs — personalization and privacy.
Greg Kihlstrom | Jan 30, 2023 at 9:49 am ETWhile “one-to-one” and “omnichannel” are the goals, you can start incrementally and work your way toward them.
Greg Kihlstrom | Jan 12, 2023 at 9:49 am ETOptimization and personalization
Looking at the methods used to personalize, how efficiently they are performed and how they are improved over time is part of measuring ROI.
Greg Kihlstrom | Dec 27, 2022 at 9:24 am ETOptimization and personalization
Track the ROI of personalized content by looking at individual and incremental performance and using a multi-touch attribution model.
Greg Kihlstrom | Dec 20, 2022 at 9:37 am ETOptimization and personalization
Learn ways to measure the returns of personalization by audience performance and why creating a first-party data strategy matters.
Greg Kihlstrom | Dec 13, 2022 at 10:11 am ETCustomer journey orchestration
Aligning your customer data, content management, CJO and analytics and reporting platforms is crucial for CJO implementation success.
Greg Kihlstrom | Oct 7, 2022 at 10:03 am ETCustomer journey orchestration
Here are three processes essential for succeeding with CJO.
Greg Kihlstrom | Sep 30, 2022 at 10:57 am ETCustomer journey orchestration
How to get ready to implement customer journey orchestration. First: think about the people involved.
Greg Kihlstrom | Sep 21, 2022 at 2:05 pm ET