B2B Agility with Greg Kihlström™: MarTech, E-Commerce, & Customer Success

Are your people, processes, and platforms delivering value or to drive better customer experiences, or are they—and your CX—disconnected and siloed? Agility requires a willingness to adapt and evolve, as well as a deep understanding of how customer trust is built (or broken) through simplicity, personalization, and empowered employees. Today, we're going to talk about how brands can transform their customer experience using AI-powered strategies. To help me discuss this topic, I'd like to welcome, John Durocher, Chief Customer Officer at Calix. About John Durocher John Durocher leads the award-winning Calix Customer Success organization as chief customer officer. In his previous role as executive vice president of customer success at Salesforce, he led the teams actively engaged with Salesforce global customers. Prior to joining Salesforce.com, Mr. Durocher spent 17 years with Accenture's financial services practice and has a solid track record of planning, and executing growth initiatives, and a passion for bringing innovative ideas to clients. Mr. Durocher is recognized as a thought-leader in Customer Relationship Management (CRM), authoring a number of papers and articles that have been published in industry and research publications. Mr. Durocher has also been actively involved in developing software solutions for the Financial Services Industry and is a patent holder on several that have been deployed globally. John Durocher on LinkedIn: https://www.linkedin.com/in/johndurocher/ Resources Calix: https://www.calix.com Don't miss Calix's ConneXions conference, October 18 – 21, 2025 at the Wynn Resort in Las Vegas. Learn more and register here: https://www.calix.com/events/connexions.html Keep up with the latest B2B Marketing insights by following the B2B Agility Podcast: https://www.b2bagility.com Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com "

Is the hype around AI in marketing finally starting to match reality, or are we still just scratching the surface of its true potential? Agility requires a willingness to experiment with new technologies like AI, but it also demands a deep understanding of your customer and the ability to adapt your strategies based on data and insights. It also requires strong leadership that can champion the changes needed to achieve success with AI. Cella recently released its 2025 Intelligence report, finding that while AI adoption is gaining momentum, but human ingenuity still leads the way. To help me discuss this topic, I'd like to welcome Nickole Brown, Sr. Consultant at Cella by Randstad Digital. About Nickole Brown Cella Inc. consultant Nickole Brown has two decades of creative operations, production and marketing experience to share. She is passionate about bringing clarity to creative spaces and focuses on utilizing voice of customer, data and mechanisms to tell the true story of a creative organization. Nickole's skills include being an effective leader and partner who enjoys collaborating to uncover the unique process improvement opportunities, success metrics and team structure that will capture an organizations potential. Nickole Brown on LinkedIn: https://www.linkedin.com/in/nickole-brown-80a5424/ Resources Cella by Randstad Digital: https://www.cella.com To explore the full 2025 Cella Intelligence Report and discover the insights shaping tomorrow's creative landscape, visit https://www.cellainc.com/insights/cella-intelligence-report 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 Keep up with the latest B2B Marketing insights by following the B2B Agility Podcast: https://www.b2bagility.com Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com

What is the role of marketing when humans are taken out of both ends of the customer experience, replaced by AI agents talking directly to each other on our behalf? Agility requires more than just implementing the newest AI tools — it means being able to make smart, strategic choices about which technologies are actually creating value for your customers. Today we're going to talk about how GenAI is reshaping the way we think about customer experience, automation, and personalization — and what it means for the future of marketing. To help me discuss this topic, I'd like to welcome Mathieu Dhondt, Associate Director of Experience Consulting at EPAM. About Mathieu Dhondt Mathieu Dhondt is a seasoned digital strategy consultant with over 15 years of experience. His distinctive customer-centric methodology sets him apart. He conducts deep customer research to uncover what clients' customers truly value and then translates these insights into actionable strategic guidelines and digital roadmaps for growth. His expertise spans digital presence optimization, positioning strategy and the practical application of frameworks for matters like customer value validation. What distinguishes Mathieu's consulting work is his commitment to validation and risk mitigation before clients make significant investments. His combination of hands-on business experience and proven digital strategy expertise positions him as a consultant who delivers both strategic vision and practical implementation guidance. His service portfolio ranges from comprehensive strategic engagements to being a sounding board for tactical execution. Mathieu Dhondt on LinkedIn: https://www.linkedin.com/in/mathieu-dhondt/ Resources EPAM: https://www.epam.com https://www.epam.com 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.b2bagility.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com 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

Agility requires a deep understanding of evolving customer expectations and the ability to adapt quickly to meet those needs, especially in the complex B2B landscape. It also demands breaking down silos between marketing, sales, and customer service to create a unified customer journey. Today, we're going to talk about the nuances of B2B customer experience (CX), particularly within a large organization like an insurance company, and how it compares and contrasts with the B2C world. To help me discuss this topic, I'd like to welcome Rajesh Sankaran, SVP of Ecommerce at A-MAX Insurance. About Rajesh Sankaran I am a Insurance and Ecommerce executive and technology leader with a passion to harness the technology to solve businesses problems. With 25+ years of experience helping large enterprises in Insurance, Manufacturing, Communications, and Technology grow and expand. I'm a technologist that came up through the development, business analysis and program management allowing me to manage implementing / supporting enterprise scale delivery to grow businesses and solve complex problems. Customer is king and I am obsessed with ensure our customers get the best experience with every interaction. Customer experience is always key and every interaction customer has with us, should be memorable! Rajesh Sankaran on LinkedIn: https://www.linkedin.com/in/rajeshsank/ Resources A-MAX Insurance: https://www.amaxinsurance.com/ 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 Keep up with the latest B2B Marketing insights by following the B2B Agility Podcast: https://www.b2bagility.com Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com

If you had to bet on one technology that will fundamentally reshape B2B marketing in the next five years what would it be, and would it have "agentic" and "AI" in the name? Agility requires not just reacting to technological advancements like agentic AI, but proactively experimenting with them and adapting your strategies based on real-world results. It also requires organizational buy-in and a willingness to challenge established norms. Today, we're going to talk about the rise of agentic AI and its potential to revolutionize B2B marketing, particularly in event marketing. To help me discuss this topic, I'd like to welcome, Travis Cushing, Chief Product Officer at RainFocus. About Travis Cushing As Chief Product Officer at RainFocus, Travis Cushing brings over 20 years of experience in the events and SaaS industries, blending product strategy, customer empathy, and technical execution. With deep expertise in event technology, product-led growth, and integrated data-driven experiences, he is committed to transforming event workflows into strategic business drivers. His passion for people and experiences has built bridges between customers and development allowing RainFocus to execute and build great software. Travis Cushing on LinkedIn: https://www.linkedin.com/in/travis-cushing/ Resources RainFocus: https://www.rainfocus.com 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 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

Agility requires not only adapting to change but also anticipating it. This means understanding the evolving needs of your customers and the broader market landscape, and adjusting your strategies accordingly. Today, we're going to talk about navigating the complexities of marketing in the procurement services industry, especially in times of economic uncertainty, and how mentorship plays a crucial role in developing future leaders. To help me discuss this topic, I'd like to welcome Kathleen Pomento, CMO at ProcureAbility. Kathleen, welcome to the show! About Kathleen Pomento Kathleen Pomento on LinkedIn: https://www.linkedin.com/in/kathleenmarketingcmo/ Resources ProcureAbility: https://procureability.com/ https://procureability.com/ 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 Keep up with the latest B2B Marketing insights by following the B2B Agility Podcast: https://www.b2bagility.com Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com

With customer centricity being top of mind, is the rush to automate and hyper-personalize making things better or is it making customers feel less connected to their favorite brands? Agility requires keeping the human elements of empathy and understanding visible and audible beneath growing layers of automation tools. Today we're going to talk about how a human-centric approach to managed network and technology solutions drives loyal, long-term customer relationships. To help me discuss this topic, I'd like to welcome Jeanne Duca, Chief Marketing Officer at BCN. About Jeanne Duca Since joining BCN in 2016 as Vice President of Marketing, Jeanne Duca has leveraged her years of expertise in brand management and channel marketing to elevate BCN's brand presence and market influence. Her leadership has been recognized industry-wide, most recently, as one of The Top 50 Women Leaders of Massachusetts for 2024. As CMO, she leads BCN's marketing strategy, focusing on brand innovation, digital transformation, and delivering compelling experiences to partners and customers. "BCN is at the forefront of empowering businesses through technology," said Ms. Duca. "I'm honored to lead our marketing efforts as we continue to elevate our brand and deliver exceptional partner and customer experiences." Ms. Duca holds a B.S. in Advertising from the Newhouse School of Public Communications at Syracuse University. Resources BCN: https://www.bcn.tele https://www.bcn.tele 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 Keep up with the latest B2B Marketing insights by following the B2B Agility Podcast: https://www.b2bagility.com Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com

Is it possible for enterprise marketing technology to actually spark joy? Or are we all just resigned to a future of clunky interfaces and frustrating workflows? Agility requires adaptable technology and empowered teams. It also requires a willingness to embrace new approaches and a focus on continuous improvement. Today, we're going to talk about the intersection of marketing technology, user experience, and the surprising role of joy in driving productivity and innovation. A recent study by Sago and IVP Research Labs has revealed some fascinating insights into how modern platforms are transforming the daily lives of marketers, impacting everything from content creation to localization. To help me discuss this topic, I'd like to welcome, Dominik Angerer, CEO and Co-Founder at Storyblok. About Dominik Angerer A web performance specialist and perfectionist. After working for big agencies as a full stack developer he founded Storyblok. He is also an active contributor to the open source community and one of the organizers of Scriptconf and Stahlstadt.js. Dominik Angerer on LinkedIn: https://www.linkedin.com/in/dominikangerer/ Resources Storyblok: https://www.storyblok.com 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 Keep up with the latest B2B Marketing insights by following the B2B Agility Podcast: https://www.b2bagility.com Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com

Is your supply chain a competitive advantage, or your biggest liability waiting to be exposed? Agility requires preparing for the unpredictable, especially when your brand's ability to deliver hinges on global events that are entirely out of your control. In a world of political unrest, regulatory change, and natural disasters, the brands that win are the ones who can pivot fast — without losing their balance. Today we're going to talk about the crucial connection between modern supply chain strategy and brand agility. To help me discuss this topic, I'd like to welcome Salvatore Lombardo, Chief Product and Technology Officer at Coupa. About Salvatore Lombardo Salvatore "Salva" Lombardo is the Chief Product and Technology Officer at Coupa. Lombardo leads Coupa's innovation roadmap and is responsible for its vision, articulation, and execution. Lombardo was previously Chief Product Officer for SAP Ariba, where he was responsible for leading its global product team, roadmap, engineering, and delivery. Prior to that, he was Senior Vice President, Head of SAP S/4HANA Source to Pay & Order to Cash. Lombardo was instrumental in leading the development organization through SAP's largest shift from on-premise to cloud. He harmonized and built SAP's spend portfolio and deployed the innovation roadmap at scale. Over two decades at SAP Resources Coupa: https://www.coupa.com https://www.coupa.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 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 Keep up with the latest B2B Marketing insights by following the B2B Agility Podcast: https://www.b2bagility.com Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com

What's harder—building a global marketing strategy from scratch, or educating your organization on why it matters in the first place? Today's guest has done both—twice. Sangeeta Prasad is the Chief Marketing Officer of Slalom, a global business and technology consulting firm with $3 billion in revenue and a presence in over 40 markets. With three decades of marketing experience—across brands like Procter & Gamble, American Express, and Chase—Sangeeta has spent her career not just building campaigns, but building belief in the power of marketing. About Sangeeta Prasad Sangeeta is the Chief Marketing Officer at Slalom. She joined Slalom as its very first chief marketing officer in 2020 and now leads a global team of 160 marketers in seven countries. Leveraging Slalom's strong industry reputation as a consulting company that helps thousands of clients, Sangeeta is building a friendly, engaging brand that reflects the success of the company's 13,000+ employees worldwide. Her goal is to make the Slalom brand as big as its business, which is experiencing record growth. To do this, she's transformed a company that relied on traditional marketing into one that thrives on human-based marketing. This is the second time she's joined a company as its first CMO – also at Russell Reynolds – bringing a strong portfolio of consumer and B2B experience from P&G, Chase and American Express. She lives with a global mindset having started her career in Australia and worked and lived across Asia for years. Sangeeta is known for her courageous yet adaptable leadership style and ability to build consensus across many cultures. Most of all, her leadership style and work are anchored in Slalom's differentiated "fiercely human" approach to client and partner relationships. Sangeeta's sophisticated marketing expertise pivoted Slalom's volume-based tactics into human-based marketing, which combines customer insights with a scalable, consistent methodology to promote relationships. She helped prioritize full-journey marketing and what specific clients care about, including an approach to surround Slalom's customers around the world with personalized messaging. Resources Slalom: https://www.slalom.com 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 Keep up with the latest B2B Marketing insights by following the B2B Agility Podcast: https://www.b2bagility.com Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com