#542: Forging Boundless Experiences with Humans + AI with JP Gownder, Forrester
The Agile Brand with Greg Kihlström®
Release Date: 06/28/2024
#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...
info_outline
#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...
info_outline
#548: Staying customer-focused amidst expansion with Alice Eweida, Pandia Health
The Agile Brand with Greg Kihlström®
In today’s competitive healthcare landscape, expanding into new markets and maintaining a focus on customer-centricity are critical for sustained growth. Joining us to discuss these challenges and opportunities is Alice Eweida, CEO of Pandia Health. Alice brings extensive experience in navigating both direct-to-consumer and business-to-business models in the healthcare sector. Alice Eweida is the CEO of Pandia Health (which includes Pandia Medical Group and Pandia Pharmacy) with over 20 years of experience. She took the reins during its seed stage and joined at a time of significant...
info_outline
#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...
info_outline
#546: The Great Hesitation with Sue Keith, Landrum Talent Solutions
The Agile Brand with Greg Kihlström®
In this special episode, brought to you by Landrum Talent Solutions, , formerly Ceres Talent, a national recruiting firm specializing in marketing and HR positions, we’re going to talk about a few things.
info_outline
#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.
info_outline
#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.
info_outline
#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.
info_outline
#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.
info_outline
#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_outlineThe 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.
Today, from the Forrester CX Summit North America, we are thrilled to have JP Gownder, Vice President and Principal Analyst at Forrester Research, with us to discuss the crucial alignment of customer experience, digital experience, and marketing.
J. P. Gownder is a vice president and principal analyst on Forrester’s Future of Work team. He covers the impacts that technology and human factors jointly have on the future of work. He helps clients design strategies that drive productivity, collaboration, and effective hybrid work. His research also covers how technologies like devices, collaboration software, extended reality and the metaverse, and artificial intelligence and automation reshape the future of how and where we work, what our jobs look like, and how we can drive productivity, collaboration, and the employee experience.
Previous Work Experience
A prolific writer and speaker, J. P. has written articles for publications such as Mashable, Information Week, ComputerWorld, Forbes, The Los Angeles Times, and The Washington Post. He has also been quoted in The Financial Times, The Wall Street Journal, The New York Times, USA Today, Wired, and many other publications, and he has appeared on NBC television, Bloomberg television, Voice of America, National Public Radio, and other media outlets.
Education
J. P. graduated from Harvard University with a BA (magna cum laude) and an MA in political science. He also conducted research at the Harvard Business School.
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
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
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
Learn more about your ad choices. Visit megaphone.fm/adchoices