Don't miss a thing. Hear directly from leading brands and platforms about the challenges and opportunities facing marketers today. The Agile Brand™ features executives and thought leaders from top brands and platforms discussing the trends driving the industry forward, like first-party data strategies, artificial intelligence, consumer data privacy, omnichannel customer experience, and more. The Agile Brand is hosted by Greg Kihlström, advisor and consultant to leading brands, speaker, entre ...
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#517: Fostering a culture of continuous improvement with Mana Ionescu, AXOS Bank
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Understanding and leveraging data, as well as fostering a culture of continuous improvement, are paramount for success in marketing today. Today, we're diving into these concepts with Mana Ionescu, FVP Digital Marketing at AXOS Bank, who brings a wealth of experience in demystifying marketing concepts and debunking myths. Resources The Agile Brand …
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#516: Customer and data centricity with Lamees Butt, Zoovu
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Today we’re going to talk about using customer-centric approaches combined with data-centric tools and processes to improve customer engagement and foster lasting customer satisfaction. To help me discuss this topic, I’d like to welcome Lamees Butt, SVP Global Alliances and Channels at Zoovu, an AI Content Discovery platform for enterprise business…
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#515: Predictive analytics and a first-party data strategy with Alan Gilleo, Leap Group
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Anyone listening to this show has heard us talk quite a bit about AI’s impact on marketing and the customer experience. We’ve covered a pretty broad cross section of approaches, but as you’ve likely heard on this show and in many of the other places you get information, it seems like generative AI is getting a lot of the attention these days. While…
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#514: Nimble customer research with Todd Horvitz, Head of Insights, HP
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Bởi The Agile Brand
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#513: AI & Fragmentation with Afif Khoury, SOCi
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#512: When "unmanaging" is the best way to manage teams, with Jack Skeels, AgencyAgile
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Today we’re going to talk about effective management of teams, even when that means you need to “unmanage” them - and we’ll talk a lot more about what that means. To help me discuss this topic, I’d like to welcome Jack Skeels, CEO & Founder of AgencyAgile and author of the book Unmanaged: Master the Magic of Creating Empowered and Happy Organizatio…
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#511: Brand engagement in a socially conscious market, with Taylor Bennett, DoorDash
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Today, we're diving deep into the role of brands in today's socially conscious market. We'll explore the intricacies of engaging with social issues, navigating the challenges of fragmented audiences, and the importance of a brand crafting and owning its narrative. These discussions are crucial for understanding how major brands approach their publi…
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#510: Missed opportunities with AI and CX with Tony Grout, Showpad
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As we talk about a lot on this show, organizations are investing in AI technologies more than ever and integrating them into existing systems to train sales and revenue teams to help their connections with audiences. However, despite its advancements, significant missed opportunities exist in maximizing AI’s potential. Today we’re going to talk abo…
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#509: Optimizing the patient experience with Michael Burke and Josh Byrd from Copient Health
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Today we’re going to talk about optimizing the patient experience by looking at ways to optimize the operational efficiency—and in this case the operating room efficiency—at hospitals, by using machine learning tools. We’ll also talk about several other use cases for AI and ML in healthcare. To help me discuss this topic, I’d like to welcome Michae…
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#508: The self-optimizing enterprise with Don Schuerman, CTO at Pega
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There is no question that greater reliance on predictive analytics, enhanced automation, and the capabilities of generative AI are helping to shape the enterprise of tomorrow. Today we’re going to talk about building the self-optimizing enterprise, and how data, collaboration, and workflow optimization work together to create an organization where …
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#507: Gen AI and the Future of Publishing with Marc Sirkin, Third Door Media
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Is the future of research and content creation a chatbot? With all of the commotion that ChatGPT has created, several industries, including the marketing industry, are evolving to utilize some of the things that make generative AI technologies so interesting and captivating, to make them useful for research and creation of meaningful content. Today…
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#506: Using GenAI to Generate Revenue with Assaf Baciu, Persado
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We are here at Shoptalk 2024 at the Mandalay Bay in Las Vegas, where retailers and the platforms that support them are gathered to talkin about reimagining retail for the omnichannel consumer. Today we’re going to talk about how brands big and small can best use generative AI to drive revenue. To help me discuss this topic, I’d like to welcome Assa…
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#505: Keeping pace with retail customer expectations with Craig Moore, Körber Supply Chain
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We are here at Shoptalk 2024 at the Mandalay Bay in Las Vegas, where retailers and the platforms that support them are gathered to talk about reimagining retail for the omnichannel consumer. In the retail world, social media virality blows up brands overnight, but a great supply chain strategy is critical to keeping customers. So much so, 77% shopp…
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#504: Deep learning and the cookieless future with Jaysen Gillespie, RTB House
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We are here at eTail Palm Springs in Palm Spring, California and talking about all things retail, e-commerce, AI, and more. While we’ve talked quite a bit about the cookieless future on this show, and even though the impending deadline of third-party cookies may get pushed back… again… it is still happening, and marketers and advertisers need to fi…
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#503: Better customer insights with Matt Butler and Russ Hannig
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Recorded live at eTail Palm Springs in Palm Spring, CA. We are talking about all things retail, e-commerce, AI, and more. My guests today can talk about all of this and we’re going to talk specifically about the importance of getting better insights to understand customer behavior, perform media mix modeling and more with third-party data becoming …
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#502: Cross-functional collaboration plus AI augmentation with Mariam Asmar, Braze
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As companies continue to boast AI investments, marketers are struggling to keep up, according to a recent report from customer engagement platform Braze, which finds that less than 50% of marketers are using or intend to use AI in their everyday tasks. At the same time, cross-functional team collaboration is at a standstill, with only 1% of custome…
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#501: AI and the CMO with Amanda Cole, CMO at Bloomreach
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Today we’re going to talk about the impact of AI on Chief Marketing Officers, as well as personalization and how, with the help of AI, it might finally be the year of personalization. To help me discuss this topic, I’d like to welcome Amanda Cole, CMO at Bloomreach, as well as an Executive Board Member at the MACH Alliance. Resources Bloomreach web…
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#500: March Madness Special: Hyper-paced CX in the iGaming Industry with Pini Yakuel, Optimove
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Welcome to our first March Madness episode - and in the spirit of this, today we’re going to talk about the customer journey and experience in an industry that has one of the highest velocity of transactions, yet with very little differentiation between brands. The iGaming industry, which includes sports betting and online casinos is often looked a…
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#499: AI and Digital Transformation with Jonathan Boakes, Infinum
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Today we’re going to talk about AI’s incorporation into both existing and new digital transformation initiatives, and what some of the implications are when doing so. We’ll also be touching on some of the ideas in Infinum’s recent report, Beyond Buzzwords: Decoding the Digital and AI Revolution. To help me discuss this topic, I’d like to welcome Jo…
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#498: The value of B2B2C E-commerce with Carlos Manalo and Tom Flierl
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Today we’re going to talk about the value of B2B2C, and how to create a win-win situation for all parties involved despite the challenges and risks associated with B2B2C and self-service models, in a special episode brought to you by The Office of Experience, a design-driven, digital-first, vertically integrated and collaborative agency that believ…
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#497: Great omnichannel CX in retail with Tracey Brown, Chief Customer Officer at Walgreens
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We are here at Medallia Experience 2024 at the Wynn in Las Vegas and there’s a lot of exciting announcements we’ve been seeing, plus a chance to hear from leaders at Medallia as well as their customers about where the world of customer experience is heading. Today we’re going to talk about what it truly means to have a great omnichannel customer ex…
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#496: The link between creativity and innovation with Anne Jacoby
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Today we’re going to talk about the link between creativity and innovation and how leaders that empower their teams to tap into their own creative sparks can achieve stellar results while increasing their teams’ engagement. To help me discuss this topic, I’d like to welcome Anne Jacoby, Founder & CEO of The Spring Street Solutions Company, and auth…
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#495: Pay transparency and the employee experience with Sydney Artt, Anaconda
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While we mostly talk about marketing and the customer experience on this show, as we all likely know, employees and the employee experience directly affect customers, so today we’re going to talk about salary transparency and key ways business leaders can successfully take a more modern approach to HR and navigate pay transparency within their orga…
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#494: Maximizing online marketplaces with Todd Walsh, HP
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We are here at eTail Palm Springs in Palm Spring, California and talking about all things retail, e-commerce, AI, and more. Today’s customer seeks variety and begins looking for products across a wide swath of marketplaces. For this reason, understanding each marketplace and how you might get involved with each or position yourself across several i…
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#493: The Top 3 in-demand marketing jobs for 2024 with Sue Keith, Ceres Talent
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In this special episode, brought to you by Ceres Talent, a marketing recruiting firm run by modern-day marketing matchmakers, we’re going to talk about a few things, including a brief review of the state of the marketing hiring landscape, the top in-demand jobs for 2024, and what hiring managers should keep in mind about AI and hiring for marketing…
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#492: Building and maintaining a culture of customer centricity with Abhii Parakh, Head of Customer Experience at Prudential
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We are here at Medallia Experience 2024 at the Wynn in Las Vegas and there’s a lot of exciting announcements we’ve been seeing, plus a chance to hear from leaders at Medallia as well as their customers about where the world of customer experience is heading. Today we’re going to talk about the culture, technology, and priorities the enterprise need…
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#491: Data collection done right with Sean Falconer, Skyflow
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Today we’re going to talk about doing data collection right, by also exploring how to do it wrong, and what brands need to pay attention to when they are collecting information to power personalized experiences, marketing efforts, and many other aspects of the business. To help me discuss this topic, I’d like to welcome Sean Falconer, Head of Marke…
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#490: AI & Great Customer and Employee Experiences with Simonetta Turek, Chief Product Officer at Medallia
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We are here at Medallia Experience 2024 at the Wynn in Las Vegas and there’s a lot of exciting announcements we’ve been seeing, plus a chance to hear from leaders at Medallia as well as their customers about where the world of customer experience is heading. Today we’re going to talk about AI and its role in creating and delivering winning customer…
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#489: Machine learning in the enterprise with Eric Siegel, Machine Learning Week
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Today we’re going to talk about machine learning in the enterprise and how, despite a less than stellar success rate, organizations can achieve success with the right approaches. To help me discuss this topic, I’d like to welcome Eric Siegel, Founder of Machine Learning Week and author of The AI Playbook: Mastering the Rare Art of Machine Learning …
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#488: Learning from our data with Matt Swalley, Omneky
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Today we’re going to talk about the value of learning from data to improve the customer experience. To help me discuss this topic, I’d like to welcome Matt Swalley, Co-Founder and Chief Business Officer at Omneky. Resources Omneky website: https://www.omneky.com/ Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the lat…
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#487: (Actually) great content with generative AI, with Jon Ricketts, AGYL AI
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It didn’t take long but the world is awash in generative AI-based content, and let’s face it. A lot of it isn’t great. But that’s not the way it has to be. Today we’re going to talk about how to utilize generative AI well for on-brand content creation, and why paying attention to the details matters here. To help me discuss this topic, I’d like to …
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#486: Igniting customer centricity with Sri Narasimhan, Head of Enterprise Customer Experience at CVS Health
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We are here at Medallia Experience 2024 at the Wynn in Las Vegas and there’s a lot of exciting announcements we’ve been seeing, plus a chance to hear from leaders at Medallia as well as their customers about where the world of customer experience is heading. One brand that is presenting here, and who I’m excited to introduce in a second here, is fr…
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#485: A winning first-party data strategy with Heidi Bullock, CMO, Tealium
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In an increasingly data-driven world, modern brands have been forced to adapt to keep pace with the changes in the market, including one of the most significant areas of focus - which is customer data management. There are several reasons for this, from customers’ expectations of more personalizaed experiences to the impending deprecation of third-…
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#484: What it takes to be a category-leading CX brand, with Joe Tyrrell, CEO of Medallia
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We are here at Medallia Experience 2024 at the Wynn in Las Vegas and there’s a lot of exciting announcements we’ve been seeing, plus a chance to hear from leaders at Medallia – like my guest today - as well as their customers about where the world of customer experience is heading. Today we’re going to talk about what it means to be a leader in cus…
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#483: Omnichannel and the future of retail with Kristin Schoenstein and Elizabeth Robillard, eTail Palm Springs
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eTail West in Palm Springs, CA is coming up in a few weeks and I’m excited to be attending as well as moderating a panel there. To get ready for the event, I have invited the two event directors here today, and we’re going to talk about some of the top trends for retailers to watch out for and certainly topics that will be discussed in much detail …
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#482: Making phone conversations with customer count, with Ryan Johnson, CallRail
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As marketers, there is a lot to keep up with. From trends like generative AI to platforms and methods, and new channels popping up, there is always more to learn. So much so that some of the time-tested, tried and true channels often get overlooked in these conversations. One of these is phone calls - you remember them, it’s what you did before tex…
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#481: Customer journey management with Stacy Sherman, Doing CX Right
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As the voice of the customer becomes increasingly important in driving business success, companies are recognizing the need to optimize and personalize every touchpoint along the customer journey. From initial awareness and consideration to purchase and post-purchase support, every interaction matters and can make or break a customer's loyalty and …
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#480: Search and the Customer Experience, with David Ting, Zenni Optical
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Recently, Zenni Optical, the world's leading online eyewear retailer with more than 50 million frames sold worldwide, chose the Algolia AI Search platform to improve its customer experience and elevate its position as a leading destination for online prescription eyewear. This change helped contribute to a 34% surge in search revenue, amongst other…
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#479: Left-brain/Right-brain AI with Peter van der Putten, Director AI Lab at Pega
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Today we’re going to talk about the ethical use of AI, and how the concept of left-brain/right-brain AI can give businesses the best of all things, by helping them to create great customer experiences that are valuable to the business, while using AI in a responsible way. To help me discuss this topic, I’d like to welcome Peter van der Putten, Dire…
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#478: When is headless the right (or wrong) idea? with Liz Spranzani, CTO at Verndale
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There is a lot of talk about headless, composable, MACH, and the like these days. And I can say from personal experience that there are many instances where they are the perfect fit. But, as with any technology solution, it’s not always a one-size-fits-all. Sometimes headless isn’t the right fit, or a more nuanced approach is needed. Today we’re go…
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#477: Gen AI in the E-commerce Experience with Bernadette Nixon, Algolia
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Algolia, the world’s only end-to-end AI Search and Discovery platform, powering over 1.75 trillion search requests a year, has made some exciting announcements hear at the NRF show. Today we’re going to talk about two of these announcements, and how AI-powered search and discovery to build dynamic, customer-centric e-commerce experiences. To help m…
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#476: Digital experiences in physical retail with Sarah Jarvis, Eagle Eye Solutions
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Eagle Eye have recently released their new retail marketing book, Omnichannel Retail: How to Build Winning Stores in a Digital World and in it there are a number of insights about the state of retail marketing. Today we’re going to talk about a few of the insights in the report, including how contextual personalization and an omnichannel approach a…
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#475: Customer lifetime value for the win, with Neil Hoyne, Chief Strategist at Google
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Today we’re going to talk about building better customer relationships while optimizing the customer lifetime value, to the benefit of both customers and brands. To help me discuss this topic, I’d like to welcome Neil Hoyne, Chief Strategist at Google and best selling author of the book Converted: The Data-Driven Way to Win Customers’ Hearts. Resou…
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#474: Increasing speed to improve CX with Doug Rubingh, Sinch MessageMedia
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Recent consumer research by Sinch MessageMedia showed that 32% of customers expect an immediate response when they contact your business, and many brands are simply not equipped to handle that at scale. Today we’re going to talk about the importance of speed of communication when optimizing the customer experience. To help me discuss this topic, I’…
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#473: Meaningful customer dialogue with Christian Ward, Chief Data Officer, Yext
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Many brand customer journeys start with a search that results in a list of irrelevant answers or products, ultimately leading to lost prospects. Instead a true dialogue between brands and customers — which starts with the brand asking basic questions instead of immediately sharing wrong answers — is key to personalization for marketers. Today we’re…
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#472: Improving mixed reality with Dave Kaufman, Meta
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Today we’re going to talk about mixed reality, what it is, how it can be beneficial, as well as how learning from one experience in marketing can improve the next. To help me discuss this topic, I’d like to welcome Dave Kaufman, Senior Director, Global Marketing | VR & Metaverse at Meta. Resources PartnerHero: to waive set up fees, go to https://pa…
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#471: Building a change maker culture with Steve Blum, Autodesk
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Today we’re going to talk about building a change maker culture and how you can help your teams to thrive among change, instead of being disrupted by it. To help me discuss this topic, I’d like to welcome Steve Blum, Chief Operating Officer of Autodesk. Resources PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “Th…
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#470: Great data equals great advertising with Gruia Pitigoi-Aron, The Trade Desk
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Today we’re going to talk about the importance of great data in digital advertising, and how brands can maximize business impact by utilizing it correctly. To help me discuss this topic, I’d like to welcome Gruia Pitigoi-Aron, SVP Product at The Trade Desk. Resources PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention…
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#469: Agility in the enterprise using a composable approach with Matt Biilmann, CEO of Netlify
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Netlify recently announced the findings of The State of Web Development, previously known as the Jamstack Community Survey, which is a guide to the trends and strategies shaping the future of web development. Today we’re going to talk about some of the findings in this report, including building agility into the enterprise through a composable appr…
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#468: Recruitment advertising to find the best candidates with Neil Costa, HireClix
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Today we’re going to talk about successfully finding the right candidates in a continually challenging job market, and how recruitment advertising plays a role in this. To help me discuss this topic, I’d like to welcome Neil Costa, Founder & CEO at HireClix. Resources PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mentio…
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