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PODCAST

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

The Agile Brand

Expert mode marketing technology, AI, and CX insights from top brands and Martech platforms fill every episode, focusing on what leaders need to know to build customer lifetime value and long-term business value. The Agile Brand with Greg Kihlström® features executives and thought leaders from top brands and tech platforms discussing the industry"s trends, like AI adoption, first-party data strategies, artificial intelligence in the consumer journey, consumer data privacy, omnichannel customer

business marketing

All Episodes

41:39

#670: Embracing Chaos to Get Better Results with Mark...

The Agile Brand with Greg Kihlström®: Expert Mode... ·

2025/04/30

We talk a lot about agility, and today, we’re going to talk about how lessons of agility can come from unexpected places - like the set of Seinfeld - where - for those superfans like me - our guest played Alec Berg - which should be said in more of a Jon Houseman manner, and while guest starring there (plus other shows like Curb Your Enthusiasm, Tracey Takes On..., and more) took some lessons from the value of collaboration and how great ideas can come from anyone, anywhere.Joining me today is

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28:52

#669: It's already time to start planning for the...

The Agile Brand with Greg Kihlström®: Expert Mode... ·

2025/04/28

Retailers are facing a rapidly evolving landscape where consumer expectations, AI advancements, and social media platforms like TikTok are redefining engagement. It feels like the holiday shopping season just ended, but when do retailers start planning for the next one, and some retailers already behind the curve for this season? Joining us today is Carey Cockrum, Director of Consulting at Cella by Randstad Digital, where she helps major brands and marketing teams optimize their strategies with

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33:26

#668: The Five Levels of AI with Courtney Baker,...

The Agile Brand with Greg Kihlström®: Expert Mode... ·

2025/04/25

As AI continues to evolve, how can marketing leaders ensure they’re staying ahead of the curve instead of simply keeping up with it? And how do you navigate the complexities of using AI while maintaining a personal, human touch in your campaigns?Joining us today is Courtney Baker, Chief Marketing Officer at Knownwell and co-host of the AI Knowhow podcast. With a wealth of experience in marketing and AI, Courtney is leading the conversation about how artificial intelligence is transforming the

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25:22

#667: The Evolving Role of Visual Data in...

The Agile Brand with Greg Kihlström®: Expert Mode... ·

2025/04/23

When you think of cameras in construction, do you see them as just security tools—or could they be the key to unlocking full jobsite intelligence?Joining us today is Marca Armstrong, Chief Marketing Officer at Sensera Systems, a leader in jobsite intelligence solutions. Over the past decade, Sensera Systems has transformed how construction teams use visual technologies—not just for security, but for improving safety, efficiency, and project success. Marca Armstrong has successfully launched and

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27:29

#666: Balancing AI-driven efficiency and...

The Agile Brand with Greg Kihlström®: Expert Mode... ·

2025/04/21

For many brands, AI is revolutionizing customer experience, but with increased adoption comes widespread concerns about job displacement, ethical risks, and trust. Is AI truly enhancing human capabilities, or is it simply replacing them? And how can companies balance efficiency with responsibility in AI-driven CX? Joining me today is Pasquale DeMaio, Vice President of Customer Experience Services at AWS. Pasquale DeMaio Vice President, Customer Experience Services at AWS Pasquale is the Vice

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24:10

#664: Tying CX outcomes to commercial goals with...

The Agile Brand with Greg Kihlström®: Expert Mode... ·

2025/04/16

Recorded live at Medallia Experience in Las Vegas. Having a great customer experience is critical for many reasons, but some companies have had a hard time tying their success with CX to tangible ROI.Today we will talk about taking customer experience further and tying CX outcomes to commercial goals. To help me discuss this topic, I’d like to welcome Markus Engel, VP CDO Performance Management and Linzi Hindle, Director of Customer Experience at DHL. RESOURCES Catch the future of e-commerce

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27:23

#663: AI in retail marketing with Uldis Baumerts, Bryj

The Agile Brand with Greg Kihlström®: Expert Mode... ·

2025/04/14

As AI reshapes the retail advertising landscape, are you leveraging it as a competitive advantage, or are you at risk of being left behind in a data-driven world?Today, we’re joined by Uldis Baumerts, Chief Operating Officer of Bryj Technologies, a leader in driving AI-powered innovations for the retail industry. Uldis has extensive experience in transforming the way businesses approach advertising and customer engagement, making him the perfect guest to discuss the transformational role of AI in

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18:24

#662: Making your returns strategy a competitive...

The Agile Brand with Greg Kihlström®: Expert Mode... ·

2025/04/11

We are here at ShopTalk 2025 at the Mandalay Bay in Las Vegas and seeing and hearing all about the latest in retail, e-commerce, and more. How much are your product returns costing your business—and how much opportunity are you leaving on the table by treating returns as a cost center instead of a competitive advantage? Today, I’m excited to welcome Katherine Lehman, CMO of ReturnBear, a leader in reverse logistics and sustainable returns solutions. At ReturnBear, she’s helping brands turn returns

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24:46

#661: Creating a world-class student experience with...

The Agile Brand with Greg Kihlström®: Expert Mode... ·

2025/04/09

We are recording live at Qualtrics X4 in Salt Lake City and seeing and hearing all about how to create and enable amazing customer experiences. If the student experience is the heart of a world-class academy, what happens when you realize there is room for improvement—and what do you do about it? Today’s guest is Mike Milliron, Chief Operating Officer at IMG Academy Campus. Mike has played a key role in reimagining and transforming the student experience at IMG Academy, aligning student and

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26:56

#660: Enabling and accelerating customer experience...

The Agile Brand with Greg Kihlström®: Expert Mode... ·

2025/04/07

We are recording live at Qualtrics X4 in Salt Lake City and seeing and hearing all about how to create and enable amazing customer experiences. Today we’re going to talk about enabling and accelerating customer experience success by augmenting your teams and processes with AI. To help me discuss this topic, I’d like to welcome Isabelle Zdatny, Head of Thought Leadership for XM Institute at Qualtrics. RESOURCES Qualtrics: https://www.qualtrics.com Qualtrics Report:

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26:45

#659: The current state of the job market with Sue...

The Agile Brand with Greg Kihlström®: Expert Mode... ·

2025/04/04

This episode is brought to you by Landrum Talent Solutions, a national recruiting firm specializing in marketing and HR positions.We’ve talked about volatile job markets before on this show, but has it been anything like what is currently going on? What should marketers looking for employment be expecting, and what should employers looking to hire be looking out for in the months ahead? Today we’re going to talk about the current state of hiring for marketers, and how communication execs are

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22:42

#658: Winning retail by reducing customer frustration...

The Agile Brand with Greg Kihlström®: Expert Mode... ·

2025/04/02

We are here at ShopTalk 2025 at the Mandalay Bay in Las Vegas and seeing and hearing all about the latest in retail, e-commerce, and more.If customer acquisition costs are rising and conversion rates are falling, how will your brand survive the next wave of digital disruption—and who’s already getting it right? Today, I’m thrilled to be joined by Jean-Christophe Pitié, Chief Marketing and Partnerships Officer at Contentsquare. Jean-Christophe brings a wealth of experience helping brands navigate

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27:04

#656: Integrating CX and EX to create better customer...

The Agile Brand with Greg Kihlström®: Expert Mode... ·

2025/03/28

We are here at Medallia Experience at the Wynn in Las Vegas and seeing some examples of amazing customer experience and employee experience and the latest updates from Medallia.Companies often separate Customer Experience (CX) and Employee Experience (EX) into different silos, but what if the real key to competitiveness and long-term success is in fusing the two together? How can organizations integrate CX and EX to create better customer interactions, drive employee engagement, and unlock real

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23:18

#655: AI and Automation in the supply chain with Nick...

The Agile Brand with Greg Kihlström®: Expert Mode... ·

2025/03/26

We are here at eTail Palm Springs and seeing and hearing the latest and greatest in e-commerce and retail.AI and automation are transforming retail operations, from customer experience to supply chain efficiency. But as we move into 2025, retailers face increasing tariffs, labor shortages, and cost pressures. How can AI not just improve margins but actually reshape the way retailers operate to stay competitive in a rapidly changing landscape? Joining me today is Nick Stuart, US Consumer Products

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22:56

#654: Translating research into cross-functional...

The Agile Brand with Greg Kihlström®: Expert Mode... ·

2025/03/24

We are recording live at Qualtrics X4 in Salt Lake City and seeing and hearing all about how to create and enable amazing customer experiences. It’s important to collect customer experience data, but if it’s not driving change across your organization, is it really helping your business? Today we’re going to talk about making meaningful cross-functional change, using CX research and data as a guide. I’m joined by Adam Hagerman, Director of UX Research for Employer Products at Indeed. Adam has led

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22:21

#652: The power of multimodal AI with Dani Yogatama,...

The Agile Brand with Greg Kihlström®: Expert Mode... ·

2025/03/19

Is your organization just jumping on the AI bandwagon, or do you have a solution that will support your company’s needs in the short and long term?Welcome to this episode, brought to you by Reka, a developer of industry-leading, multimodal, AI models that enable individuals and organizations to deploy generative AI applications. Today we’re going to talk about the power of multimodal AI in the enterprise and why it is important for businesses to incorporate AI that is able to utilize multiple

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29:27

#651: AI and in-house creative teams with Jen Rapp,...

The Agile Brand with Greg Kihlström®: Expert Mode... ·

2025/03/17

With AI’s ability to augment in-house creative teams, how does that change the way organizations should approach both their creative strategies and how they evaluate the value of creative as a business function? Today, we’re joined by Jen Rapp, Chief Marketing Officer at Superside. Jen has had key roles at iconic brands like Patagonia, Arc’teryx, DoorDash, Owlet Baby, and Klaviyo. Now, she’s leading Superside’s rebrand with a focus on AI-powered creative services that augment in-house

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16:46

#650: Maximizing your ad spend with Matt Wasserlauf,...

The Agile Brand with Greg Kihlström®: Expert Mode... ·

2025/03/14

We are here at eTail Palm Springs and seeing and hearing the latest and greatest in e-commerce and retail. This year, many advertisers - especially retailers -- are being asked to do more with less. At the same time they have smaller budgets, they also must contend with an astonishing amount of waste: nearly 2/3 of every ad dollar spent actually goes toward the end inventory, and up to 15% of total spend goes to fraud or made-for-advertising content. Today we’re going to talk about what to do about

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20:12

#649: How to look at ROAS with Mitsu Kikuchi and...

The Agile Brand with Greg Kihlström®: Expert Mode... ·

2025/03/12

We are here at eTail Palm Springs and seeing and hearing the latest and greatest in e-commerce and retail.In digital advertising, are we chasing the wrong metrics? While short-term ROAS might look impressive, are we missing the bigger picture—whether those customers actually return? What happens when we shift our focus to Lifetime ROAS instead? Today, I’m joined by Mitsunaga (Mitsu) Kikuchi, CEO of Shirofune and Rocco Baldasarre, Head of Business Development for Shirofune in the USA. Shirofune is

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22:32

#648: Breaking down silos between paid and organic...

The Agile Brand with Greg Kihlström®: Expert Mode... ·

2025/03/10

We are here at eTail Palm Springs and seeing and hearing the latest and greatest in e-commerce and retail. Retailers are constantly shifting budgets between paid search and SEO—but are they missing opportunities by treating them as separate silos? In 2025, with search evolving faster than ever, the real question isn’t "which channel is better?"—it’s "how can they work together for maximum growth?" Today, I’m joined by Matt Shenton, Biddable Director at Croud, a digital marketing expert who has

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