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

Today we’re going to talk about the role of print media in a digital world, and why it’s important to not overlook valuable channels that your customers value.To help me discuss this topic, I’d like to welcome Curtis Tingle, CMO at Vericast.RESOURCESVericast website: https://www.vericast.comThe Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcastSign up for The Agile Brand newsletter here: https://www.gregkihlstrom.comGet 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/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.companyLearn more about your ad choices. Visit megaphone.fm/adchoices

I’m excited to talk with my guest today on a special episode 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.As marketers, we all know that it’s not enough to create a really compelling-seeming campaign, it has to perform, and continue to perform in order to be successful. Today we’re going to talk about media sufficiency and why it is important for marketing campaign success.RESOURCESThe Office of Experience website: https://www.officeofexperience.comThe Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcastSign up for The Agile Brand newsletter here: https://www.gregkihlstrom.comGet 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/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.companyLearn more about your ad choices. Visit megaphone.fm/adchoices

Today we’re going to talk about marketing technically complex products and services, and some of the challenges and opportunities they present.To help me discuss this topic, I’d like to welcome Jaxon Repp, Field CTO & Head of Marketing at HarperDB.RESOURCESThe Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcastSign up for The Agile Brand newsletter here: https://www.gregkihlstrom.comGet 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/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.companyLearn more about your ad choices. Visit megaphone.fm/adchoices

This is part 1 of a special series about how organizations can streamline business processes, increase workflow efficiency and mitigate risk with hyperautomation.This series is brought to you by TEKsystems, a global provider of business and technology solutions. To help me discuss this topic, I’d like to welcome Jon Barton, a director at TEKsystems.RESOURCESThe Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcastSign up for The Agile Brand newsletter here: https://www.gregkihlstrom.comGet 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/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.companyLearn more about your ad choices. Visit megaphone.fm/adchoices

Next week, Content Marketing World will be coming to Washington, DC on September 26-28 and I’m excited to be attending (and that it’s in my backyard). There’s an amazing lineup and lots of great topics for those in the content marketing industry.Additionally, the Content Marketing Institute’s Content Marketing Career & Salary 2024 Outlook is now available, and it offers some interesting insights for those of us in the business of content marketing.Today we’re going to talk about some of the key findings in this report, and to help me discuss this topic, I’d like to welcome Lisa Murton Beets, Research Director, Content Marketing Institute.RESOURCESContent Marketing World 2023, the largest gathering of content marketers in the world, is in an all new location, Washington D.C., September 26-28.Produced by the Content Marketing Institute, #CMWorld is jam-packed with keynotes, sessions, workshops, and masterclasses, covering all aspects of content marketing. No matter your level of expertise, you can customize your experience at #CMWorld 2023. Come learn, network and have fun making meaningful connections with fellow attendees and speakers before, during, and after the event. Register today: https://cmi.media/cmw23/agileBONUS: Use the code AGILE100 to save an extra $100 on your registration.The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcastSign up for The Agile Brand newsletter here: https://www.gregkihlstrom.comGet 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/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.companyLearn more about your ad choices. Visit megaphone.fm/adchoices

Creating accessible digital experiences enables brands to create a more equitable, inclusive world, but doing accessibility well can provide challenges, and unfortunately, many organizations treat accessibility as an afterthought, which makes updates and innovations move slowly and ultimately making digital accessibility harder than it needs to be.But there’s a solution to this, and it involves… Agile. Today we’re going to talk about Agile Accessibility, and to help me discuss this topic, I’d like to welcome Corbb O'Connor, Director of Accessibility Advocacy, at Level Access.RESOURCESGetting started with Agile Accessibility report: https://www.levelaccess.com/earesources/getting-started-with-agile-accessibility-a-five-step-guide/The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcastSign up for The Agile Brand newsletter here: https://www.gregkihlstrom.comGet 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/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.companyLearn more about your ad choices. Visit megaphone.fm/adchoices

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.RESOURCESOptimizely website: https://www.optimizely.comThe Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcastSign up for The Agile Brand newsletter here: https://www.gregkihlstrom.comGet 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/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.companyLearn more about your ad choices. Visit megaphone.fm/adchoices

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.RESOURCESNetlify website: https://www.netlify.comThe Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcastSign up for The Agile Brand newsletter here: https://www.gregkihlstrom.comGet 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/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.companySYNOPSISIn 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.Learn more about your ad choices. Visit megaphone.fm/adchoices

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.RESOURCESHewlett Packard Enterprise website: https://www.hpe.comThe Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcastSign up for The Agile Brand newsletter here: https://www.gregkihlstrom.comGet 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/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.companySYNOPSISIn 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.Learn more about your ad choices. Visit megaphone.fm/adchoices

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.RESOURCESWare2Go 2023 eCommerce Marketplace Report: https://ware2go.co/market-research/ecommerce-marketplace-report/Ware2Go website: https://www.ware2go.comThe Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcastSign up for The Agile Brand newsletter here: https://www.gregkihlstrom.comGet 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.companySYNOPSISIn 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.Learn more about your ad choices. Visit megaphone.fm/adchoices