The Agile Brand with Greg Kihlstr?m?

AI tools are changing how brands engage with customers, and when exploring some of the latest announcements at Qualtrics X4, several things stand out related to #customerexperience. In my latest article for CMSWire, I explore the following aspects: ?? Reducing cognitive overload ?? Enhancing human empathy ?? Scaling great CX #customerexperiene #AI #CX

What a week! Before you log off, here are some things to catch up on: ?? Integrating #CX and #EX to create better customer outcomes with Sasha Fard, MBA, CCXP Fard, Capital One ?? AI and Automation in the supply chain with Nick Stuart, RSM ?? Translating research into cross-functional strategic change with Adam Hagerman, Indeed ?? Our video show features Lisa Spira fron Persado showing off how #GenAI can create both data-driven AND emotional-driven content ?? Plus, news & announcements from Medallia, Constructor, Nfinite, and Attain #marketers #martech #CMO #AI

? Episode 656 Recorded live at Medallia Experience in Las Vegas: Companies often separate #CX and #EX into different silos, but what if the real key to competitiveness and long-term success is in fusing the two together? How can organizations integrate CX and EX to create better customer interactions, drive employee engagement, and unlock real business value? Host Greg Kihlstrom welcomes Sasha Fard, MBA, CCXP, Country Lead for Customer Experience Management at Capital One. #customerexperience #employeeenegagement

Current or aspiring #CMO? In the next 3-5 years, successful CMOs will act as both integrators and innovators — blending data, automation and human creativity, all while needing to keep the customer at the center. How CMOs can stay ahead in a rapidly evolving AI-driven marketing landscape. Read the latest by Greg Kihlstr?m for MarTech #marketing #leadership #martech

Medallia Experience Day 2 Recap: Great customer experience is driven from within by a culture focused on great employee experience. Great start to the day with Denise Yohn delivering some great insights of the fusion of #CX and #EX, then having a conversation with Sasha Fard, MBA, CCXP from Capital One and Jessica Shannon from Sandals Resorts International. I then had the opportunity to interview Medallia Chief Product Officer Fabrice Martin for The Agile Brand with Greg Kihlstr?m? #podcast. Plenty more amazing content was then capped by a panel featuring Sid Banerjee, Jeannie Walters, CCXP, CSP, ?Shep Hyken, and Fred Reichheld. #customerexperience #medallia #employeeexperience

Congrats to Greg Kihlstrom (and all the others) in this honor from Thinkers360!

We’ve been talking about the looming “cookiepocalypse" for what feels like decades but with Google's recent announcement, that milestone all but vanished. That said, what should brands do in the wake of this announcement? Read the latest by Greg Kihlstr?m for CMSWire - Navigating the Postponed Cookiepocalypse: Google's Shift and the Rise of First-Party Data Strategies https://buff.ly/3YLLot8 #firstpartydata #thirdpartycookies #1PD

“Good #CX starts with good #EX” - Sasha Fard, Capital One Sandals Resorts International CXO Jessica Shannon and Sasha Fard, MBA, CCXP from Capital One join Denise Yohn here at Medallia Experience to talk about the power of enabling #employeeexperience and #customerexperience to work together to achieve better results. Also, don’t miss my #podcast interview with Sasha for The Agile Brand with Greg Kihlstr?m? #podcast coming out Friday!

“You need to operate differently on the inside to operate differently in the outside.” Culture is the differentiator for #CX success. Denise Yohn opens Medallia Experience day two with some powerful ideas here at Wynn Resorts Las Vegas. #customerexperience #EX #employeeexperience #brandstrategy #culturechange #medalliaexperience

?? Episode 655 Recorded live at eTail? Palm Springs: #AI and automation are transforming #retail operations, from customer experience to supply chain efficiency. But as we get further into 2025, retailers face increasing tariffs, labor shortages, and cost pressures. How can AI not just improve margins but actually reshape the way retailers operate to stay competitive in a rapidly changing landscape? Host Greg Kihlstrom welcomes Nick Stuart, US Consumer Products Senior Analyst at RSM, where he focuses on AI and automation’s impact on the retail industry.