#490: AI & Great Customer and Employee Experiences with Simonetta Turek, Chief Product Officer at Medallia
The Agile Brand with Greg Kihlstrom
by Greg Kihlstrom
9h ago
We are here at Medallia Experience 2024 at the Wynn in Las Vegas and there’s a lot of exciting announcements we’ve been seeing, plus a chance to hear from leaders at Medallia as well as their customers about where the world of customer experience is heading. Today we’re going to talk about AI and its role in creating and delivering winning customer experiences. To help me discuss this topic, I’d like to welcome Simonetta Turek, Chief Product Officer at Medallia. Resources Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn ..read more
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#489: Machine learning in the enterprise with Eric Siegel, Machine Learning Week
The Agile Brand with Greg Kihlstrom
by Greg Kihlstrom
2d ago
Today we’re going to talk about machine learning in the enterprise and how, despite a less than stellar success rate, organizations can achieve success with the right approaches. To help me discuss this topic, I’d like to welcome Eric Siegel, Founder of Machine Learning Week and author of The AI Playbook: Mastering the Rare Art of Machine Learning Deployment. Resources Get The AI Playbook: Mastering the Rare Art of Machine Learning Deployment by Eric Siegel: https://mitpress.mit.edu/9780262048903/the-ai-playbook/ Machine Learning 2024 website: https://machinelearningweek.com/ Sign up for ..read more
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#488: Learning from our data with Matt Swalley, Omneky
The Agile Brand with Greg Kihlstrom
by Greg Kihlstrom
6d ago
Today we’re going to talk about the value of learning from data to improve the customer experience. To help me discuss this topic, I’d like to welcome Matt Swalley, Co-Founder and Chief Business Officer at Omneky. Resources Omneky website: https://www.omneky.com/ Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get 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 Check out The Agile Brand Guide website wit ..read more
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#487: (Actually) great content with generative AI, with Jon Ricketts, AGYL AI
The Agile Brand with Greg Kihlstrom
by Greg Kihlstrom
1w ago
It didn’t take long but the world is awash in generative AI-based content, and let’s face it. A lot of it isn’t great. But that’s not the way it has to be. Today we’re going to talk about how to utilize generative AI well for on-brand content creation, and why paying attention to the details matters here. To help me discuss this topic, I’d like to welcome Jon Ricketts, CEO and Co-Founder of AGYL AI. Resources AGYL AI website: https://writerly.ai/ Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.li ..read more
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#486: Igniting customer centricity with Sri Narasimhan, Head of Enterprise Customer Experience at CVS Health
The Agile Brand with Greg Kihlstrom
by Greg Kihlstrom
1w ago
We are here at Medallia Experience 2024 at the Wynn in Las Vegas and there’s a lot of exciting announcements we’ve been seeing, plus a chance to hear from leaders at Medallia as well as their customers about where the world of customer experience is heading. One brand that is presenting here, and who I’m excited to introduce in a second here, is from CVS, a brand that serves over 120 million customers, including over 55 million digital customers, and to illustrate their reach, 85% of the US population lives within 10 miles of a CVS Health location. Today we’re going to talk about igniting cust ..read more
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#485: A winning first-party data strategy with Heidi Bullock, CMO, Tealium
The Agile Brand with Greg Kihlstrom
by Greg Kihlstrom
1w ago
In an increasingly data-driven world, modern brands have been forced to adapt to keep pace with the changes in the market, including one of the most significant areas of focus - which is customer data management. There are several reasons for this, from customers’ expectations of more personalizaed experiences to the impending deprecation of third-party cookies and the increasing emphasis on consumer data privacy. Today we’re going to talk about what it really means to understand your customers better using your data, and what do do as you build out your first-party data strategy. To help me d ..read more
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#484: What it takes to be a category-leading CX brand, with Joe Tyrrell, CEO of Medallia
The Agile Brand with Greg Kihlstrom
by Greg Kihlstrom
2w ago
We are here at Medallia Experience 2024 at the Wynn in Las Vegas and there’s a lot of exciting announcements we’ve been seeing, plus a chance to hear from leaders at Medallia – like my guest today - as well as their customers about where the world of customer experience is heading. Today we’re going to talk about what it means to be a leader in customer experience and what trends and innovations CX leaders and leading brands need to understand to keep their competitive edge. To help me discuss this topic, I’d like to welcome Joe Tyrrell, CEO at Medallia. Resources Medallia website: https://www ..read more
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#483: Omnichannel and the future of retail with Kristin Schoenstein and Elizabeth Robillard, eTail Palm Springs
The Agile Brand with Greg Kihlstrom
by Greg Kihlstrom
2w ago
eTail West in Palm Springs, CA is coming up in a few weeks and I’m excited to be attending as well as moderating a panel there. To get ready for the event, I have invited the two event directors here today, and we’re going to talk about some of the top trends for retailers to watch out for and certainly topics that will be discussed in much detail at the conference. To help me discuss this topic, I’d like to welcome Kristin Schoenstein and Elizabeth Robillard from Worldwide Business Research and event directors of eTail Palm Springs, February 26-29 in Palm Springs, CA. Resources Learn more and ..read more
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#482: Making phone conversations with customer count, with Ryan Johnson, CallRail
The Agile Brand with Greg Kihlstrom
by Greg Kihlstrom
2w ago
As marketers, there is a lot to keep up with. From trends like generative AI to platforms and methods, and new channels popping up, there is always more to learn. So much so that some of the time-tested, tried and true channels often get overlooked in these conversations. One of these is phone calls - you remember them, it’s what you did before texting, messaging, emailing, and all the other things. Yet phone calls remain incredibly important and effective. Today we’re going to talk about effectively using data to make the most of phone conversations with your customers. To help me discuss thi ..read more
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#480: Search and the Customer Experience, with David Ting, Zenni Optical
The Agile Brand with Greg Kihlstrom
by Greg Kihlstrom
3w ago
Recently, Zenni Optical, the world's leading online eyewear retailer with more than 50 million frames sold worldwide, chose the Algolia AI Search platform to improve its customer experience and elevate its position as a leading destination for online prescription eyewear. This change helped contribute to a 34% surge in search revenue, amongst other benefits. Today we’re going to talk about the power of search in improving the customer experience and generating greater revenue. To help me discuss this topic, I’d like to welcome David Ting, CTO at Zenni Optical. Resources PartnerHero: to waive s ..read more
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