#545: What it means to be customer-obsessed with Jill Pavlovich, Albertsons
The Agile Brand with Greg Kihlström®
Release Date: 07/05/2024
#550: The science of CX with Martha Brooke
The Agile Brand with Greg Kihlström®
While we talk about customer experience a lot on this show, today’s focus is going to be a little different than some of our past conversations. Today we’re going to talk about adding science to customer experience programs, and, more specifically the science of CX surveys. To help me discuss this topic, I’d like to welcome Martha Brooke, Chief Customer Experience Analyst at Interaction Metrics. RESOURCES Interaction Metrics website: Connect with Greg Kihlström on LinkedIn: Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for...
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#549: Winning at Conversational Commerce with Stefanos Loukakos, Connectly
The Agile Brand with Greg Kihlström®
Today we’re going to talk about trends in conversational commerce and why retailers need to rethink the customer experience when it comes to messaging apps. To help me discuss this topic, I’d like to welcome Stefanos Loukakos, Co-Founder and CEO of Connectly, who was previously Facebook’s Head of Messenger Business. RESOURCES Connectly website: Connect with Greg Kihlström on LinkedIn: Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for $150 off your registration code. Register here: Don't miss a thing: get...
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#548: Staying customer-focused amidst expansion with Alice Eweida, Pandia Health
The Agile Brand with Greg Kihlström®
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#547: Aligning brand with business strategy with Lori Poer and Nigel Dennis
The Agile Brand with Greg Kihlström®
Welcome to a special episode of the show, 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. In today’s episode, we explore the fascinating intersection of branding and business strategy through the lens of a recent project between Blackbaud and The Office of Experience. We are joined by Lori Poer, Vice President, Global Brand and Corporate Marketing at Blackbaud, and Nigel Dennis, Group Creative Director at The Office of Experience. RESOURCES Blackbaud...
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#546: The Great Hesitation with Sue Keith, Landrum Talent Solutions
The Agile Brand with Greg Kihlström®
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#545: What it means to be customer-obsessed with Jill Pavlovich, Albertsons
The Agile Brand with Greg Kihlström®
We are here in Nashville at Forrester CX Summit North America, and we’ve been hearing a lot about what it takes to create and sustain a great customer experience.
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#544: Looking to veterans for the next wave of cybersecurity experts with Nakisha Dixon, Vercara
The Agile Brand with Greg Kihlström®
In 2023, the global cybersecurity workforce grew 8.7%, reaching a record high of 5.5 million people, according to the 2023 ISC2 Global Workforce Study. However, the industry is still grappling with a substantial deficit of 4 million professionals to properly safeguard the world’s emerging digital threats.
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#543: Better Together: CX + Digital + Marketing with AJ Joplin, Forrester
The Agile Brand with Greg Kihlström®
Today, from the Forrester CX Summit North America in Nashville, we are thrilled to have AJ Joplin, Senior Analyst at Forrester, with us to discuss the crucial alignment of customer experience, digital experience, and marketing.
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#542: Forging Boundless Experiences with Humans + AI with JP Gownder, Forrester
The Agile Brand with Greg Kihlström®
The adoption of AI into customer experiences, and marketing efforts is happening—rapidly. But it’s not enough to just slap AI onto an existing interaction. Success lies in how humans plus AI work together to create what my guest today calls boundless experiences.
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#541 AI adoption is driving enterprise transformation, with Peter van der Putten, Pega
The Agile Brand with Greg Kihlström®
We are here at PegaWorld iNspire at the MGM Grand in Las Vegas, Nevada we’ve been seeing some amazing things, including how AI can transform the enterprise and I’ve had the opportunity to be hands-on at the Innovation Hub.
info_outlineWe are here in Nashville at Forrester CX Summit North America, and we’ve been hearing a lot about what it takes to create and sustain a great customer experience.
And while there’s good customer experience, there are things that set aside the brands that say they prioritize their customers, and there are those that are customer-obsessed.
Today we’re going to talk about what it means to be customer-obsessed, and how to create great omnichannel customer experiences in retail.
To help me discuss this topic is someone who knows all about being customer-obsessed, I’d like to welcome Jill Pavlovich, Senior Vice-President of Digital Shopping Experiences at Albertsons Companies, and recipient of the Customer-Obsessed Leadership Award at this year’s Forrester CX Summit.
RESOURCES
Forrester website: https://www.forrester.com
Access Forrester's Generative AI Essential for CX Leaders
Press Release: Forrester's 2024 US Customer Experience Index: Brands' CX Quality Is At An All-Time Low
Connect with Greg Kihlström on LinkedIn: https://www.linkedin.com/in/gregkihlstrom
Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for $150 off your registration code. Register here: http://tinyurl.com/5jpwhycv
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