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

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Marketing technology, AI, and customer experience, explained by the people building it. Three times a week, Greg Kihlström interviews CMOs, product leaders, and martech executives from platform companies like Adobe, Braze, Qualtrics, Salesforce, and Optimizely, and brands like Marriott, Georgia-Pacific, Nestlé, and Zoom about what is actually working inside enterprise marketing organizations.

Each episode runs 20–30 minutes: one guest, one specific problem, no filler. Recent conversations cover what changes when AI agents enter the discovery and purchase path, how to move past traditional A/B testing with reinforcement learning, closing the AI capability gap inside marketing teams, and where personalization stops paying off.

Who it's for: CMOs, VPs of marketing, martech and marketing operations leaders, and CX practitioners at enterprise brands and the platforms that serve them.

Greg Kihlström is an AI transformation advisor to leading brands, a martech futurist, a keynote speaker, and the author of over 25 books on marketing technology, including the Agile Brand Guide series. He has hosted The Agile Brand since 2019 — 900+ episodes, and highly rated across all podcast platforms.

New episodes drop at least three times a week. Follow the show so new episodes arrive automatically.

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Episodes

Page 21 · 50 per page
Published 2022-04-22

#237: The Power of Decision Intelligence, Part 1, with Devang Pandya of TEKsystems

28 min
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I’m excited to introduce a special series about the power of decision intelligence. This series is brought to you by TEKsystems, an industry leader in Full-Stack Technology Services, Talent Services and real-world application. To help me discuss this topic, I’d like to welcome TEKsystems’ senior practice director, Devang Pandya.

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Published 2022-04-19

#236: How People and Processes Relate to Technology with Sara Taheri, Prudential Financial

23 min
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Organizational change of any kind requires a mix of people, processes, and technology. While the technology component is an important aspect of this mix, it is often people and processes that have the most opportunity to allow an initiative to succeed… or fail. Today we’re going to talk about the importance of ensuring you are approaching the “people and processes” component of your change initiative in the right way.

To help me discuss this topic, I’d like to welcome Sara Taheri, Chief Platform Owner for the Contact Center Transformation & Robotics at Prudential Financial.

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Published 2022-04-15

#235: Strengthening Your Business, Customers First with Paulette Chafe, Zendesk

24 min
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After nearly two years of continual adaptation and transformation, companies and their leadership need to start looking to the future in order to meet rising consumer expectations for service and overall experience. Today we’re going to talk about how leaders need to look to their customers in order to find ways to strengthen their business. Zendesk recently released its CX Trends 2022 report, which discusses key ways to improve your bottom line by putting customers first. To help me discuss this topic and the Zendesk CX Trends 2022 report, I’d like to welcome Paulette Chafe, Head of Consumer Insights & Research at Zendesk.

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Published 2022-04-12

#234: Building Places for the Future of Work with Marian Marquez, Arlington Economic Development

36 min
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While hybrid and remote work are here to stay in many roles across most industries, there is an even greater need for the creation of spaces that can incorporate what the workforce needs to both live and work. Today we’re going to talk about what it takes to build a place for the future of work. To help me discuss this topic, I’d like to welcome Marian Marquez, Director, Business Investment Group at Arlington Economic Development. First, why don’t you tell me a little about what you do at Arlington Economic Development?

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Published 2022-04-05

#232: Predictive Brand Intelligence with Grant McDougall, Co-Founder & CEO, BlueOcean

25 min
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Today we’re going to talk about using AI and Machine learning to achieve predictive brand intelligence, and what this means for marketers in a shift to a world of first-party data strategies. To help me discuss this topic, I’d like to welcome Grant McDougall, Co-Founder & CEO of BlueOcean.

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Published 2022-03-29

#230: Experience Level Agreements with Weston Morris, Unisys

26 min
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Today we’re going to talk about XLAs - experience level agreements, and how they have an opportunity to transform how IT products and services are delivered and measured. To help me discuss this topic, I’d like to welcome Weston Morris, Director of Global Strategy - Digital Workplace Services, Unisys .

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Published 2022-03-25

#229: Business Growth Through Customer Insights with Darshan Metha, iResearch.com

20 min
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Today we’re going to talk about the value of customer insights to business growth and how organizations can more easily understand their key audiences. To help me discuss this topic, I’d like to welcome Darshan Mehta, Founder of iResearch.com and ConnectQik.com, and author of the book, “Getting to Aha! Today’s Insights Are Tomorrow’s Facts”.

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Published 2022-03-22

#228: Meaningful Two-Way Customer Relationships, with Matt Gillin, CEO of Relay Network

26 min
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Today we’re going to talk about the current state of customer engagement, and what organizations can do to improve customer relationships by nurturing meaningful two-way relationships. To help me discuss this topic, I’d like to welcome Matt Gillin, CEO of customer engagement platform Relay Network.

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Published 2022-03-18

#227: Telling the Story of Innovation, with Jon Ebert, John Deere

24 min
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Today we’re going to talk about the value of storytelling for brands that continue to evolve as the role of technology continues to grow within even the most established of industries. To help me discuss this topic, I’d like to welcome Jon Ebert, Manager, North American Public & Industry Relations at John Deere, a company that was founded in 1837, and continues to evolve and innovate, as its image continues to shift from being an equipment company to the tech company it truly is at heart.

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Published 2022-03-11

#225: Iterating Towards Genius with Mike Zeller, Author of The Genius Within

22 min
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Today we’re going to talk about iterating towards genius, and how to take steps to determine what you can be truly great at doing. To help me discuss this topic, I’d like to welcome Mike Zeller, author of The Genius Within, Your Natural Pathway to Impact, Fulfillment & Wealth, and recently named one of the top 8 most influential speakers to follow in 2022 by USA Today.

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Published 2022-03-01

#222: Affiliate Marketing Success with David Hiltner and Cameron Horton, Attribution

16 min
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Affiliate programs can be a great way for brands to expand their reach, with nearly 80% of brands and 84% of publishers already using some form of affiliate marketing. The benefits are numerous, from low startup and ongoing costs, to targeted traffic and potentially high ROI. Many affiliate marketers struggle to track and pay out their affiliates because there can often be a lot of manual methods to tracking, using things like Excel spreadsheets and the like. I’m going to be talking with David Hiltner, CEO of Attribution, and Cameron Horton, Senior Product Manager at Attribution, who recently launched a new affiliate marketing tool that can help affiliate marketers solve some of these challenges.

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Published 2022-02-25

#221: Managing Technical Debt with Imran MacMillan, NTT DATA Services

30 min
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Today we’re going to talk about technical debt and how companies can manage this as they continue to feel the effects of pressure to continually modernize and implement more features and services to serve customers effectively.. To help me discuss this topic, I’d like to welcome Imran MacMillan, Director of Application Modernization at NTT DATA Services.

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Published 2022-02-18

#219: Lean CX with Robert Dew, CapFeather Global

30 min
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Today we’re going to talk about Lean Customer Experience and how companies of all sizes can continue to deliver valuable customer experience, regardless of their stage of growth. To help me discuss this topic, I’d like to welcome Robert Dew, Partner, CapFeather Global, and co-author of Lean CX: How to Differentiate at Low Cost and Least Risk

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Published 2022-02-15

#218: Business, Customer, and Employee Experience with Leon Gilbert, Unisys

28 min
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While there is a lot of talk about the importance of customer experience and employee experience, both of these become even more valuable when we consider a third component: business experience. Today we’re going to talk about the relationship between customer experience, employee experience, and business experience. To help me discuss this topic, I’d like to welcome Leon Gilbert, Senior Vice President & General Manager at Unisys - Digital Workplace Services.

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Published 2022-02-01

#214: Agility in Measurement Systems with Desirree Madison-Biggs, Teresa Monroe

23 min
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Today we’re going to talk about agility in our systems of measurement, and how we approach meaningful change in customer experience in an organization. To help me discuss this topic, I’d like to welcome Desirree Madison-Biggs, Head of US Advisory Services at Teresa Monroe.

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Published 2022-01-28

#213: Consumer expectations in a customer-centric world with Kiel Harkness, UPS Capital

21 min
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Today we’re going to talk about continually shifting consumer expectations and how brands need to adapt in this world where customer experience is increasingly a point of competition. To help me discuss this topic, I’d like to welcome Kiel Harkness, VP of Global Marketing and Development at UPS Capital.

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Published 2022-01-25

#212: Optimizing the Healthcare Customer Experience with John Nash at Redpoint

24 min
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Today we’re going to talk about the healthcare customer experience and how customers are shifting their preferences to want better digital experiences. This means that healthcare providers need to keep up with these demands while providing better and more personalized experiences across channels that include both online and offline ones. To help me discuss this topic, I’d like to welcome John Nash, Chief Marketing and Strategy Officer at Redpoint, a CX software provider.

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Published 2022-01-21

#211 Demonstrating Marketing ROI with David Hiltner, Attribution

30 min
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Marketers face many challenges in the work, from continually changing consumer behavior, to internal competition for resources. In order to be most effective, marketers need to be able to justify their investments of time and resources with reliable numbers and clear ROI. Today we’re going to talk about the value of having actionable insights and attribution metrics for marketing leaders and teams so that they can clearly articulate the success of their efforts, and so that they are able to clearly point to which areas are driving the most business value. To help me discuss this topic, I’d like to welcome David Hiltner, CEO of Attribution.

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Published 2022-01-18

#210: The Value of a Guide for Your Technology Strategy with Emil Pilacik, EMCO Technology

28 min
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Today we’re going to talk about the importance of having a guide and a strong technology strategy that helps you identify the paths you should take, whether it is platform adoption, digital transformation, or other initiatives. To help me discuss this topic, I’d like to welcome Emil Pilacik, President & CEO, EMCO Technology.

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Published 2022-01-14

#209: Data and the Citizen Experience with Jerry Power, I3 Systems

29 min
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Today we’re going to talk about the citizen experience, and how a more holistic view of data utilizing the internet of things (or IoT) can improve how the public sector is able to provide services and a better experience to individuals. To help me discuss this topic, I’d like to welcome Jerry Power, CEO of I3 Systems and Co-Founder of the I3 Consortium.

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Published 2022-01-11

#208: Improving the Digital Experience with Shift Left Testing with Eran Kinsbruner, Perforce

21 min
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Today we’re going to talk about how shift-left testing is able to speed up digital experience and digital transformation initiatives, while also improving quality of software and the end-user experience. To help me discuss this topic, I’d like to welcome Eran Kinsbruner, Chief Evangelist, Perforce.

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Published 2021-12-31

#205: Multi-Touch Attribution & Data Science with Cameron Horton and David Hiltner of Attribution

16 min
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Today we’re going to talk about the role of data science in multi-touch marketing attribution, and the power of marketers and data scientists working together to achieve greater success. To help me discuss this topic, I’d like to welcome Cameron Horton and David Hiltner of Attribution.

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Published 2021-12-28

#204: Architecting a New Talent Experience with Leslie Deutsch, TEKsystems

27 min
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I’m excited to introduce part 3 of a special 3-part series about the talent strategies required to address the looming skills gap, build the future workforce and accelerate transformation. This series is brought to you by TEKsystems, an industry leader in Full-Stack Technology Services, Talent Services and real-world application. To help me discuss this topic, I’d like to welcome Leslie Deutsch, Executive Director of Learning Solutions at TEKsystems.

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Published 2021-12-24

#203: Architecting a New Talent Experience with Lauren Kolodrubetz, TEKsystems

20 min
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I’m excited to introduce part 2 of a special 3-part series about the talent strategies required to address the looming skills gap, build the future workforce and accelerate transformation. This series is brought to you by TEKsystems, an industry leader in Full-Stack Technology Services, Talent Services and real-world application. To help me discuss this topic, I’d like to welcome Lauren Kolodrubetz, Executive Director of Diversity Marketplace Solutions at TEKsystems.

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Published 2021-12-21

#202: Architecting a New Talent Experience with Nina Kindrick, TEKsystems

17 min
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I’m excited to introduce part 1 of a special 3-part series about the talent strategies required to address the looming skills gap, build the future workforce and accelerate transformation. This series is brought to you by TEKsystems, an industry leader in Full-Stack Technology Services, Talent Services and real-world application. To help me discuss this topic, I’d like to welcome Nina Kindrick, the Director of the National Recruiting Center at TEKsystems.

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Published 2021-12-14

#200: Balancing Privacy with Meaningful Data with Anudit Vikram, MediaMath

27 min
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Today we’re going to talk about the need for a balance between consumer privacy and providing advertisers with meaningful data which can ultimately benefit both parties when done well and with the proper intent. To help me discuss this topic, I’d like to welcome Anudit Vikram, Chief Product Officer at MediaMath.

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Published 2021-12-10

#199: Agile Sales & Marketing with Anthony Coppedge, IBM

31 min
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Today we’re going to talk about Agile in Sales and Marketing – two areas that are not known for applying Agile - by creating and maintaining an agile mindset on a global scale, and how the lessons learned apply to every area of the organization. To help me discuss this topic, I’d like to welcome Anthony Coppedge, Global Agile Digital Sales Transformation Lead at IBM.

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Published 2021-12-07

#198: Adapting to Growing Customer Expectations with Alex Atzberger, Optimizely

29 min
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Today we’re going to talk about the growing need for businesses to adapt to heightened customer experience expectations. Between a continually changing business environment, to increasingly sophisticated consumers, this presents a need for companies to tackle these challenges from multiple angles and perspectives. Recently, Optimizely, one of the leading providers of digital experience platform solutions, announced the results of a global study of nearly 1200 business executives and 5,000 consumers around the globe, that shines a light on both the expectations of customers and the challenges that companies face in delivering on these expectations. To help me discuss this topic, and the results discussed in this report, I’d like to welcome Alex Atzberger, CEO of Optimizely.

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Published 2021-11-30

#196: The Importance of Multi-Touch Attribution with David Hiltner, Attribution

31 min
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Welcome to a special episode of the show brought to you Attribution, an advanced multi-touch attribution company that empowers every marketer with the data to convert more buyers and maximize ROI. You can learn more about Attribution at www.attributionapp.com Today we’re going to talk about the power of doing marketing attribution well, and the impact that it can have on your marketing objectives. To help me discuss this topic, I’d like to welcome David Hiltner, CEO, Attribution.

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Published 2021-11-23

#194: The Relationship Between CX and EX with Tanya Thomas, Experian Health

19 min
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Today we’re going to talk about the relationship between customer and employee experience, and how successful organizations plan, implement, and measure this relationship, as well as find ways to successfully improve both of them. To help me discuss this topic, I’d like to welcome Tanya Thomas, Director of Customer and Employee Experience, Experian.

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Published 2021-11-19

#193: Special Episode: Reshaping the World of Work with TEKsystems featuring and Kris Mercer and Colby Love

29 min
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The future of work blurs the lines between physical and digital environments. Employees expect employers to provide a seamless user experience where they can work from anywhere, on any device. But the journey to transforming the employee experience is beset with complexity. In this 3-part series, leaders from TEKsystems share their points of view on how reimagining the digital workplace presents a unique opportunity for organizations to create more effective operating models and more engaging employee experiences.

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Published 2021-11-16

#192: Special Episode: Reshaping the World of Work with TEKsystems featuring Natalie Lister and Paul Valenzuela

28 min
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The future of work blurs the lines between physical and digital environments. Employees expect employers to provide a seamless user experience where they can work from anywhere, on any device. But the journey to transforming the employee experience is beset with complexity. In this 3-part series, leaders from TEKsystems share their points of view on how reimagining the digital workplace presents a unique opportunity for organizations to create more effective operating models and more engaging employee experiences. To help me discuss this topic, I’d like to welcome Regional Sales Director at TEKsystems, Natalie Lister and Workplace Services Solution Architect Paul Valenzuela.

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Published 2021-11-12

#191: The Exponential Enterprise with Rich Nanda, Monitor Deloitte

24 min
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Today we’re going to talk about the “exponential enterprise,” and how companies can achieve and sustain growth despite continual change and disruption in all aspects of the world around us. Monitor Deloitte recently released a report entitled “An Exponential Enterprise Framework to Help Companies Double Their Valuations, Even During Continuous Disruption and Change,” and I’m joined by one of its co-authors, Rich Nanda, Principal, US Monitor Deloitte, Practice Leader

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