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

Customer expectations have skyrocketed—people now demand instant, personalized, and seamless interactions across every touchpoint. But are companies truly meeting these expectations, or are they still stuck in reactive customer service models? What if AI could completely transform the customer experience into something proactive, predictive, and even empathetic? Joining me today is Vinod Muthukrishnan, VP & COO of Webex Customer Experience at Cisco. Vinod is a leader in the future of customer experience (CX), helping organizations use AI to anticipate customer needs, deliver seamless automation, and create personalized interactions at scale. Vinod Muthukrishnan is the VP & COO for the Webex Customer Experience Business Unit, overseeing Go To Market, Customer, and Business Operations. In this role he collaborates with Cisco field teams, partners, and customers to deliver innovative solutions. His passion lies in creating products that solve real customer pain points and providing a seamless customer experience. He also values building strong communities, teams, culture, and operating rhythms.Previously, Vinod spent three years in Enterprise AI at Uniphore, a Cisco Investments Portfolio Company, where he developed a product enabling Citizen Developers to create AI and automation solutions. He managed Uniphore’s customer functions, including Delivery, Technical Support, Customer Success, and AI consulting, helping enterprises align their business goals with AI roadmaps.Vinod was also VP & COO at the Webex Contact Center Business Unit during a period of significant growth and innovation. During his tenure at the BU, the IMI CPaaS business was acquired, and Webex Contact Center was launched. These two initiatives now serve as the foundations of the Webex Customer Experience Business Unit. Vinod oversaw all GTM functions.He joined Cisco when his startup, CloudCherry, was acquired in 2019. As Co-Founder and CEO of CloudCherry, he and his team developed a Customer Experience Platform that became Webex Experience Management. They also built the foundations of the Customer Journey Data Service, essential to the Webex Portfolio today.Coming from a military family, Vinod began his career in the Merchant Marine at 18, becoming a certified First Officer with Maersk Line and sailing to over 60 countries. He later joined the founding team at MarketSimplified, which introduced mobile trading to major brokerages like TD Ameritrade and OptionsExpress. RESOURCESCisco: https://www.cisco.com Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brandsOnline Scrum Master Summit is happening June 17-19. This 3-day virtual event is open for registration. Visit www.osms25.com and get a 25% discount off Premium All-Access Passes with the code osms25agilebrandDon't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150Connect 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 is no longer just a tool—it’s reshaping business strategy, workforce morale, and even personal productivity. But are executives truly prepared to treat AI as a strategic thought partner, or are they still viewing it as just another tech trend? Joining us today is Greg Shove, CEO of Section, an AI education company on a mission to train the next generation of AI leaders. Greg has helped enterprises like Apple and AOL adopt AI beyond automation—leveraging it as a strategic driver of innovation, leadership, and competitive advantage. With a goal of educating 100,000 students in AI by 2025, Greg is here to share his insights on AI strategy, workforce impact, and what businesses of all sizes need to know about integrating AI effectively. Greg Shove is the CEO of Section. Prior to Section, Greg founded five companies resulting in three exits (two of which were over $100M—2Market to AOL, SocialChorus to Sumeru Equity Partners). He is a hybrid Canadian (believes in a level playing field), British (does not quit), and American (dreams of something better). He is a graduate of the University of Western Ontario and Stanford Graduate School of Business. RESOURCESIf you haven't started using AI, or you've used it but haven't gotten real value, I'd like to invite you to join our upcoming course, 1 Hour to AI Proficiency, for free. You'll learn to write effective prompts and identify some killer AI use cases -- join at https://www.sectionschool.com/free-workshopCatch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brandsConnect 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

How do you take something that's iconically local and make it feel authentic—everywhere? That’s the challenge facing every regional brand trying to scale. When your name is practically synonymous with a place—like H&H is with New York City—growth isn’t just about expansion. It’s about staying true to what made you iconic in the first place. Today, I’m joined by Jay Rushin, CEO of H&H Bagels—a brand so New York it’s practically a supporting character on Seinfeld and Sex and the City. Jay has been leading the charge to take this beloved local brand national, with over 70 franchises signed and new locations popping up from Boca Raton to Santa Monica. Leading the company since 2014, CEO Jay Rushin has re-imagined the H&H Bagels brand by growing the number of New York stores and launching the franchise model. Jay has deep familial ties to the H&H Bagels brand - his father-in-law acquired H&H Bagels in the late 1980s - and a passion for the brand’s unique history and legacy. Rushin utilizes his skills gleaned from over twenty years in finance to lead his team in the growth of H&H Bagels. RESOURCESH&H Bagels: https://www.hhbagels.com Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brandsDon't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150Connect 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

We talk a lot about agility, and today, we’re going to talk about how lessons of agility can come from unexpected places - like the set of Seinfeld - where - for those superfans like me - our guest played Alec Berg - which should be said in more of a Jon Houseman manner, and while guest starring there (plus other shows like Curb Your Enthusiasm, Tracey Takes On..., and more) took some lessons from the value of collaboration and how great ideas can come from anyone, anywhere.Joining me today is Mark DeCarlo, an Emmy Award-winning comedian, TV host, and speaker who brings a fresh and entertaining perspective on navigating change, AI, and work-life balance. Mark has developed five simple strategies to help people embrace chaos, overcome fear of AI, and actually be happier while working smarter.ABOUT MARK DECARLOImprov actor/host, screenwriter and best-selling author Mark DeCarlo, lives a dual life: as an Emmy Award-winning TV host…and a cartoon.  As host/ringleader on 1000+ episodes of hit TV; Studs, X Show, Taste of America, and current series; World’s Funniest Videos Top 10 and ABC’s Windy City LIVE, Mark’s improvisational skills - honed as a Founding member of The Second City Hollywood - have earned him three Emmy Awards for On Camera Host.From pissing-off pal Steve Carell, to convincing a random tourist to pose as a fashion designer during a live remote, Mark’s interviews of the famous/infamous celebrate the odd and eccentric. His characters on “Curb your Enthusiasm,” “Tracey Takes On…,” “Seinfeld” and 2020’s “Ballbuster,” zig where most zag. That’s Mark, the human.Mark, the cartoon, came within a Shrek of winning an Oscar starring as Hugh Neutron in Best Animated Picture nominee “Jimmy Neutron, Boy Genius,” and has built a career playing energetic, off-beat and edgy cartoons characters on many series, including; Family Guy, Barnyard, Planet Sheen, Johnny Bravo and Handy Manny. He stars in Steve Oedekirk’s series of Thumb comedies from Thumbtanic to BatThumb, and will reprise his iconic role of Black Helmet Man in the upcoming 2022 release of ThumbWars IX.RESOURCESMark DeCarlo: https://www.MarkDeCarlo.com Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brandsDon't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150Connect 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

Retailers are facing a rapidly evolving landscape where consumer expectations, AI advancements, and social media platforms like TikTok are redefining engagement. It feels like the holiday shopping season just ended, but when do retailers start planning for the next one, and some retailers already behind the curve for this season? Joining us today is Carey Cockrum, Director of Consulting at Cella by Randstad Digital, where she helps major brands and marketing teams optimize their strategies with data-driven insights, AI-powered content creation, and cutting-edge retail marketing trends. With the holidays just around the corner, she’s here to share what’s next for retail marketing, campaign optimization, and how brands can stay ahead in a hyper-competitive space. ABOUT CAREY COCKRUM Carey has been a part of the Creative Agency space for nearly 30 years. She has served as Designer, Creative Director, Creative Operations Lead and Agency Lead in both internal and external agencies (big and small). Carey has worked directly with C-suite stakeholders to understand organizational strategies that inform effective creative solutions. She is a bit of a data nerd and loves demonstrating results. Brands she’s supported include Fruit of the Loom, Wendy’s and Humana. In her free time, she enjoys going back to her creative roots through painting and drawing. She also spends her time improving upon the house she lives in today in Southern, MI - inside and out. RESOURCES Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brands Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check 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/versionnextnow 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.company

As AI continues to evolve, how can marketing leaders ensure they’re staying ahead of the curve instead of simply keeping up with it? And how do you navigate the complexities of using AI while maintaining a personal, human touch in your campaigns?Joining us today is Courtney Baker, Chief Marketing Officer at Knownwell and co-host of the AI Knowhow podcast. With a wealth of experience in marketing and AI, Courtney is leading the conversation about how artificial intelligence is transforming the marketing industry and redefining business strategies. She’s here to share her insights on the next era of client intelligence and the five levels of AI that are reshaping businesses.Courtney Baker is the CMO of Knownwell, an AI-native Commercial Intelligence platform, and host of the AI Knowhow podcast. Formerly CMO and CRO at Full Focus, she led its transformation from a personality-driven to a product-led brand. With over 200 episodes as host of the popular Focus on This podcast and 50 on AI Knowhow, Courtney continues to pursue elevating humanity while leveraging transformational technology.RESOURCESKnownwell: https://www.knownwell.com Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brandsDon't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150Connect 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

When you think of cameras in construction, do you see them as just security tools—or could they be the key to unlocking full jobsite intelligence?Joining us today is Marca Armstrong, Chief Marketing Officer at Sensera Systems, a leader in jobsite intelligence solutions. Over the past decade, Sensera Systems has transformed how construction teams use visual technologies—not just for security, but for improving safety, efficiency, and project success.Marca Armstrong has successfully launched and developed brands globally, driving incremental revenue and profits from the launch of new products. She is passionate about the use of technology and data to connect silos across an organization as a means to improve the customer experience and increase brand awareness. She holds a BA in International Relations from Mount Holyoke College and an MBA in International Business from the Thunderbird School of Global Management.RESOURCESSensera Systems: https://www.senserasystems.com Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brandsDon't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150Connect 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

For many brands, AI is revolutionizing customer experience, but with increased adoption comes widespread concerns about job displacement, ethical risks, and trust. Is AI truly enhancing human capabilities, or is it simply replacing them? And how can companies balance efficiency with responsibility in AI-driven CX?Joining me today is Pasquale DeMaio, Vice President of Customer Experience Services at AWS. Pasquale DeMaioVice President, Customer Experience Services at AWSPasquale is the Vice President of Amazon Connect at AWS, an organization he founded in 2015 to help companies of any size deliver superior customer outcomes at lower cost. Under his leadership, Amazon Connect is enabling businesses to transform the way they engage with their customers at every interaction. With this vision, Amazon Connect has become one of the fastest-growing products in AWS history, and now enables tens of thousands of AWS customers to support more than 10 million daily customer interactions across sales, customer service, and engagement. Pasquale has 20 years of experience in delivering world-class B2B and B2C products. Prior to AWS, Pasquale led products in machine learning, augmented reality, mobile, and maps. His specialties include operating SaaS at world-leading scale, delivering exceptional customer experiences, and driving UX and technology innovation.ResourcesAWS Connect: https://aws.amazon.com/connect/Introducing The Next Generation of Amazon Connect: https://aws.amazon.com/blogs/contact-center/introducing-the-next-generation-of-amazon-connect/Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brandsDon't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150Connect 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

With the increasingly complex omnichannel customer journey, it seems like attribution is getting harder than ever—do you know which of your marketing tactics are really driving sales, or are you flying blind when it comes to measurement?Joining us today is Arianna Vogel, Senior Director of Product Marketing at Foursquare, a leader in location intelligence and measurement, helping marketers navigate the increasingly complex world of attribution, enabling them to develop strategies that cut through the noise and drive real results.RESOURCESFoursquare: https://www.foursquare.com Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brandsConnect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150Don'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

Recorded live at Medallia Experience in Las Vegas. Having a great customer experience is critical for many reasons, but some companies have had a hard time tying their success with CX to tangible ROI.Today we will talk about taking customer experience further and tying CX outcomes to commercial goals. To help me discuss this topic, I’d like to welcome Markus Engel, VP CDO Performance Management and Linzi Hindle, Director of Customer Experience at DHL. RESOURCESCatch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brandsDon't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150Connect 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