The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX

How can a single “moment of truth” with your brand exist when customers are unique, their experiences personalized, and the world continually changing? What if the success of your brand depends not on a single moment, but on an unlimited number of moments you might not even be aware of?This episode is brought to you by The Office of Experience, a design-driven, digital-first, vertically integrated, and collaborative agency that believes in the power of ideas and the strength of people.Today we’re going to discuss how to design for infinite moments of trust with Stratton Cherouny, Co-Founder and Co-CEO of The Office of Experience. We’ll dive into how brands can manage the many "moments of truth" that define the customer experience and ultimately drive loyalty and trust.Stratton Cherouny co-founded OX in 2014 after nearly 15 years working with digital and branding agencies in New York and Chicago. His client experience ranges from boutique brands in the lifestyle and apparel space to multinational leaders in consumer products, financial services, industrial manufacturing, and consulting. Throughout his career, Stratton has been at the forefront of innovation in brand transformation, design thinking and digital innovation.RESOURCESThe Office of Experience website: https://www.officeofexperience.comWix Studio is the ultimate web platform for creative, fast-paced teams at agencies and enterprises—with smart design tools, flexible dev capabilities, full-stack business solutions, multi-site management, advanced AI and fully managed infrastructure. https://www.wix.com/studio Attend the Mid-Atlantic MarCom Summit, the region's largest marketing communications conference. Register with the code "Agile" and get 15% off.Register now for HumanX 2025. This AI-focused event which brings some of the most forward-thinking minds in technology together. Register now with the code "HX25p_tab" for $250 off the regular price.Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnowThe 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

AI itself isn’t a goal. In the enterprise, marketers that effectively integrate artificial intelligence into their operations in meaningful ways will start to see the tangible returns that leaders in the space are already realizing.Today we’re going to talk about the reality of AI adoption in the enterprise, and how marketers should be thinking about a workplace where humans and AI agents are working together.To help me discuss this topic, I’d like to welcome Adam Brotman, Co-Founder and Co-CEO, Forum3.Adam Brotman is co-founder and co-CEO of Forum3. Previously, he was president, chief experience officer, and co-CEO at J.Crew, where he launched the widely successful J.Crew Rewards program. At Starbucks, he was the inaugural chief digital officer and evp, global retail operations, developing the payment, ordering, and loyalty platform which amassed 60 million members. He has been recognized as one of Fast Company's 100 Most Creative People and CDO Club’s CDO of the Year. He serves on the boards of Ruby Tuesday and Cabi, and has held board positions at Neiman Marcus Group and Brooks Running. He is the co-author of AI First, in collaboration with Harvard Business Review, and received his bachelor’s degree from UCLA and JD from The University of Washington School of Law.RESOURCESForum3 website: https://www.forum3.com/Spok website: https://www.spok.app/Wix Studio is the ultimate web platform for creative, fast-paced teams at agencies and enterprises—with smart design tools, flexible dev capabilities, full-stack business solutions, multi-site management, advanced AI and fully managed infrastructure. https://www.wix.com/studioAttend the Mid-Atlantic MarCom Summit, the region's largest marketing communications conference. Register with the code "Agile" and get 15% off.Register now for HumanX 2025. This AI-focused event which brings some of the most forward-thinking minds in technology together. Register now with the code "HX25p_tab" for $250 off the regular price.Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.comThe Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnowThe 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

Communicating with your customers is a good thing, right? Well, what about when some of your outbound communications end up repelling customers rather than attracting them?Today we’re going to discuss advanced customer interaction strategies with John Kim, Co-Founder & CEO of Sendbird. We’ll dive into the effectiveness of in-app messaging, the rise of mobile engagement, and the evolving machine-to-machine economy.John S. Kim is the Co-Founder and CEO of Sendbird (YC W16), the customer communications platform powering 4,000 of the world's most popular digital applications. 7 billion messages sent and received between over 320 million people every month are routed using Sendbird, whose customers include DoorDash, Match Group, Virgin Mobile, Noom and Paytm. The company has raised $220 million USD to-date, backed by reputable investors including ICONIQ Capital, SoftBank Vision Fund, Shasta Ventures, Y Combinator and more.John is a successful serial entrepreneur and CEO. His first startup Paprika Lab (social gaming) was acquired by GREE, and he was Korea's all-time no.1 pro gamer in the Unreal Tournament.RESOURCESSendbird website: https://www.sendbird.comWix Studio is the ultimate web platform for creative, fast-paced teams at agencies and enterprises—with smart design tools, flexible dev capabilities, full-stack business solutions, multi-site management, advanced AI and fully managed infrastructure. https://www.wix.com/studio Attend the Mid-Atlantic MarCom Summit, the region's largest marketing communications conference. Register with the code "Agile" and get 15% off.Register now for HumanX 2025. This AI-focused event which brings some of the most forward-thinking minds in technology together. Register now with the code "HX25p_tab" for $250 off the regular price.Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnowThe 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

This past May, Acquia released its 2024 Survey Report: Consumer Perspectives on Digital Accessibility, which found several common accessibility challenges with digital platforms, including an inaccessible web layout, video or audio content without transcriptions and more.Today we’re going to talk about what it means to provide a truly accessible digital experience and the impact it can have on your customers and your brand.To help me discuss this topic, I’d like to welcome Jennifer Griffin Smith, Chief Market Officer at Acquia.A well-respected international marketing executive, Jennifer Griffin Smith has more than 20 years of experience managing go-to-market strategies and corporate communications for public and private technology companies. She focuses on the needs of customers and partners in the ever-changing digital world, ensuring that Acquia solutions deliver exceptional value today and in the future, and that all programs and communications are addressing the unique needs of customers.Jennifer leads the global marketing organization, including product marketing, GTM programs for customers and new business, brand, and marketing communications. With her extensive experience as a B2B marketing practitioner, Jennifer is passionate about new ways to grow awareness, improve marketing ROI, and create high-performing, award-winning teams.Before joining Acquia, Jennifer held CMO positions at Brightcove, Alfresco Software (acquired by Hyland), Software AG, Workhuman (formerly Globoforce), Avid Technology, and Progress Software. She has also held senior European marketing roles at Microsoft, PeopleSoft, and Information Builders.RESOURCESAcquia website: https://www.acquia.comAcquia Consumer Perspectives on Digital Accessibility and Why Your Organization Needs a Digital Accessibility Strategy report:https://streaklinks.com/CDXW05pOzrefv_EmGguRQ6AT/https%3A%2F%2Fwww.acquia.com%2Faccessibility-report-2024Acquia Why Your Organization Needs a Digital Accessibility Strategy report: https://0a818d23.streaklinks.com/CJVgsJ1lZcdvFJePqQwSI-T-/https%3A%2F%2Fwww.acquia.com%2Fresources%2Freport%2Fwhy-your-organization-needs-digital-accessibility-strategyWix Studio is the ultimate web platform for creative, fast-paced teams at agencies and enterprises—with smart design tools, flexible dev capabilities, full-stack business solutions, multi-site management, advanced AI and fully managed infrastructure. https://www.wix.com/studioConnect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.comThe Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnowThe 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

With 40% of marketers experiencing more responsibility in the workplace according to a recent MarketingWeek survey, it is clear that marketing teams are being asked to do more with the same or less time and resources.Today we’re going to talk about the role of AI in transforming marketing in regulated sectors with Nauman Hafiz, Chief Technology Officer at Constellation. We'll explore how AI is reshaping the marketing landscape, particularly in industries like Automotive, Pharma, Insurance, and Banking, and discuss the implications for data privacy.RESOURCESConstellation website:https://www.helloconstellation.com/Wix Studio is the ultimate web platform for creative, fast-paced teams at agencies and enterprises—with smart design tools, flexible dev capabilities, full-stack business solutions, multi-site management, advanced AI and fully managed infrastructure. https://www.wix.com/studioAttend the Mid-Atlantic MarCom Summit, the region's largest marketing communications conference. Register with the code "Agile" and get 15% off.Register now for HumanX 2025. This AI-focused event which brings some of the most forward-thinking minds in technology together. Register now with the code "HX25p_tab" for $250 off the regular price.Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.comThe Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnowThe 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

Today we’re going to talk about the innovative use of AI in driving product-led growth with Sonal Mane, Senior Director of Digital Customer Experience and Growth at Databricks.RESOURCESDatabricks website: https://www.databricks.com Wix Studio is the ultimate web platform for creative, fast-paced teams at agencies and enterprises—with smart design tools, flexible dev capabilities, full-stack business solutions, multi-site management, advanced AI and fully managed infrastructure. https://www.wix.com/studioAttend the Mid-Atlantic MarCom Summit, the region's largest marketing communications conference. Register with the code "Agile" and get 15% off.Register now for HumanX 2025. This AI-focused event which brings some of the most forward-thinking minds in technology together. Register now with the code "HX25p_tab" for $250 off the regular price.Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.comThe Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnowThe 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

You probably feel like you know your customers pretty well, but you can’t know everything, and there always seems to be a new question that you or your team are unprepared to answer or respond to. How do you identify those gaps before you get a tough question from your customer?Today we’re going to talk about the transformative power of knowledgebases in customer support with Sophie Wyne, CEO of Ariglad. We’ll discuss how a well-maintained knowledgebase can benefit both customers and internal teams and how AI plays a crucial role in optimizing this resource.Sophie Wyne is the Co-Founder and CEO at Ariglad. After participating in the prestigious Y Combinator program in San Francisco, Sophie raised $2M of capital in Ariglad's Seed round. Since launching the first AI knowledge base tool of its kind, Sophie is focusing on educating the CX space on the unique benefits of AI and is a leading voice in the growing AI Customer Success space. Ariglad is headquartered in San Francisco and the team is spread across North America and Europe.RESOURCESWix Studio is the ultimate web platform for creative, fast-paced teams at agencies and enterprises—with smart design tools, flexible dev capabilities, full-stack business solutions, multi-site management, advanced AI and fully managed infrastructure. https://www.wix.com/studioAttend the Mid-Atlantic MarCom Summit, the region's largest marketing communications conference. Register with the code "Agile" and get 15% off.Register now for HumanX 2025. This AI-focused event which brings some of the most forward-thinking minds in technology together. Register now with the code "HX25p_tab" for $250 off the regular price.Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.comThe Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnowThe 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

When product and marketing are more aligned in an organization, there can be some amazing outcomes, including when CMOs and Chief Product Officers are more in line. It also helps when CMOs are able to establish and maintain trust both within the C-Suite as well as across the organization.Today we’re going to explore both of these and more and look at strategic leadership and growth tactics with Tifenn Dano Kwan, Chief Marketing Officer at Amplitude, a leading digital analytics company.Tifenn’s mission is to shape the future of work through superior digital experiences, great teams, and technology that customers love. At Amplitude, she leads its global marketing strategy and team as its Chief Marketing Officer. Prior to joining Amplitude, Tifenn was the CMO at Collibra, Dropbox, SAP Ariba, and SAP Fieldglass. Tifenn holds a Master's of Law from L’ICES, l’Institut Catholique de Vendée and a Master's of Management from Audencia Business School. She is a graduate of the Kellogg Executive Education CMO Program.RESOURCESAmplitude website: https://www.amplitude.com Wix Studio is the ultimate web platform for creative, fast-paced teams at agencies and enterprises—with smart design tools, flexible dev capabilities, full-stack business solutions, multi-site management, advanced AI and fully managed infrastructure. https://www.wix.com/studioAttend the Mid-Atlantic MarCom Summit, the region's largest marketing communications conference. Register with the code "Agile" and get 15% off.Register now for HumanX 2025. This AI-focused event which brings some of the most forward-thinking minds in technology together. Register now with the code "HX25p_tab" for $250 off the regular price.Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.comThe Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnowThe 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

It’s not every day I get to see 1,000 robots all in one place, so today is special in a few ways. First of all, I’m here in Ängelholm, Sweden at the Boozt Fulfillment Center, and am about to take a tour of their facility - robots and all - in a few minutes.But before that, we’re going to talk about creating amazing efficiencies while also delivering on an amazing customer experience in online retail. After all, why can’t you have a lower cost per transaction while raising your net promoter score?To help me discuss this topic, I’d like to welcome Tobias Sjölin, CTO of Boozt Fulfilment & Logistics - a division of Boozt Group.RESOURCESWix Studio is the ultimate web platform for creative, fast-paced teams at agencies and enterprises—with smart design tools, flexible dev capabilities, full-stack business solutions, multi-site management, advanced AI and fully managed infrastructure. https://www.wix.com/studioAttend the Mid-Atlantic MarCom Summit, the region's largest marketing communications conference. Register with the code "Agile" and get 15% off.Register now for HumanX 2025. This AI-focused event which brings some of the most forward-thinking minds in technology together. Register now with the code "HX25p_tab" for $250 off the regular price.Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.comThe Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnowThe 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

Today we’re going to look at the impact of social media on product demand and inventory management with Riikka Söderlund, COO at Katana. We’ll explore the double-edged sword of viral products and how sophisticated inventory management can serve as a crisis management tool.Riikka Söderlund is the chief marketing officer at Katana Technologies, where she is responsible for demand generation and day-to-day marketing operations. From transforming how some of the biggest brands and companies utilize technology in their marketing, to using data driven insights to produce exceptional results for B2B SaaS and media groups, Riikka applies her expertise to holistically design scalable strategies that move the needle for Katana and its customers. Today, her knowledge helps small and medium-sized businesses uplevel their operations, contributing to the $2 billion in annual sales order volume that flow through the platform.RESOURCESKatana website: https://katanamrp.com/Wix Studio is the ultimate web platform for creative, fast-paced teams at agencies and enterprises—with smart design tools, flexible dev capabilities, full-stack business solutions, multi-site management, advanced AI and fully managed infrastructure. https://www.wix.com/studio  Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.comThe Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnowThe 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