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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 industry trends, such as AI adoption, first-party data strategies, artificial intelligence in the consumer journey, consumer data privacy, omnichannel customer

business marketing

All Episodes

40:22

#848: CRMC Keynote Speaker Paul Epstein on building...

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

2026/04/23

What if your brand’s success wasn't dependent on a winning product or favorable market conditions, but on your ability to connect with customers on a human level, one story at a time?Agility requires moving beyond a reliance on market trends or product performance as the primary drivers of success. It demands a deeper, more resilient connection with customers, built on understanding their individual needs and stories. Today, we're going to talk about building a playbook for customer loyalty that

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2:08

Introducing The Interface from the BBC

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

2026/04/23

I would like to recommend a new podcast called The Interface from the BBC. It's the BBC's fiercly informed, fast and funny take on how technology is impacting all of us. I have become regular listeners and hope you enjoy it too!

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32:25

#847: Acquia CMO Jennifer Griffin Smith on MarTech...

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

2026/04/22

Now that AI can generate endless content, what is the true strategic value of a human-led content strategy?Agility requires more than just adopting the latest tools; it demands a foundational strategy that allows you to integrate new capabilities without disrupting the core customer experience. This means being able to distinguish between a promising innovation and a distraction. Today, we're going to talk about moving beyond the hype cycle to build a marketing technology ecosystem that actually

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30:44

#846: Red Points' Daniel Shapiro on brand protection...

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

2026/04/20

In an age of AI-powered deepfakes and sophisticated counterfeits, is your brand's core identity becoming more of a liability than an asset online? Agility requires moving beyond just building a brand to actively and continuously protecting its integrity in a digital landscape where threats evolve at the speed of AI. This isn't just a defensive tactic; it's a core component of maintaining customer trust and lifetime value. Today, we're going to talk about the often-overlooked other side of brand

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27:26

#845: Bright Data Chief Product Officer Ariel Shulman...

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

2026/04/17

We talk endlessly about the power of AI models, but what happens when the public web data they rely on is incomplete, outdated, or just plain wrong? Agility requires not just reacting to market changes, but anticipating them by having a clear, real-time view of the world. This means having the infrastructure to see the digital landscape as it truly is, not just how it's presented in curated reports. Today, we're going to talk about the foundational element that will determine the winners and

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28:06

#842: Braze Chief Product Officer Kevin Wang on how...

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

2026/04/13

With AI promising to accelerate everything, is the most important role for a leader now to be the one who knows when to hit the brakes?Agility requires a balance between the rapid adoption of new technologies and the strategic wisdom to know which ones will actually deliver customer value. It's less about moving fast and more about moving in the right direction. Today, we're going to talk about how AI has permanently changed product development. But while it enables teams to tackle more problems

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2:08

Introducing The Interface from the BBC

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

2026/04/08

I would like to recommend a new podcast called The Interface from the BBC. It's the BBC's fiercly informed, fast and funny take on how technology is impacting all of us. I have become regular listeners and hope you enjoy it too!

en

26:40

#833: Qualtrics' Ali Henriques on accelerating the...

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

2026/03/25

What if the biggest risk to your next global campaign isn’t the market, but the months you’ll spend waiting for research to tell you what the market wants?Agility requires not just moving quickly, but making high-confidence decisions at the speed of the market. It demands that our ability to learn and validate is no longer the primary bottleneck to our ability to act. We are in Seattle at the Qualtrics X4 Summit, and today,we're going to talk about how to overcome the speed to insights

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24:01

#832: Akeneo CEO Romain Fouache on building and...

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

2026/03/23

What if the biggest risk in the AI era isn't falling behind the technology, but getting ahead of your customers' trust? Agility requires a constant feedback loop between technological innovation and customer sentiment. It demands that we not only deploy new tools like AI, but also actively listen and adapt to how our customers are actually experiencing them. Today, we're going to talk about the delicate balance brands must strike in the age of AI. It’s not just about implementing the latest

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30:19

#831: CSG's Megan Lukitsch on radical simplicity in CX

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

2026/03/20

What if the ultimate goal of customer experience isn't to create a memorable moment, but to deliver an outcome so seamless and intuitive that the customer doesn't remember the experience at all?Agility requires brands to pivot from building complex, memorable journeys to engineering simple, almost invisible pathways to customer outcomes.Today, we're going to talk about a counterintuitive but powerful idea: that the future of customer experience is not about creating more elaborate experiences, but

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36:10

#830: Design Systems + Systems Thinking: How to Build...

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

2026/03/19

If your brand guide is a book of laws that everyone ignores, how do you create a shared belief that people both follow and actually want to embrace?Agility requires a shared understanding that’s more than a set of rules; it's a way of thinking that allows teams to make consistent decisions, even when they’re not in the same room.Today, we're going to talk about Design Systems and Systems Thinking, and specifically, how to build a design language your whole organization can actually use. We'll

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34:47

#823: Hostinger CEO Daugirdas Jankus on scaling from...

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

2026/03/05

Agility requires a business to both react to market shifts while also building a foundational platform that allows it to scale globally without losing its local touch. It's about having the core infrastructure in place to seize opportunity, wherever it appears.Today, we're going to talk about the principles of scaling a business from a local player to a global force. We'll explore how the role of a brand's primary digital asset—its website—is evolving from a simple storefront into a dynamic engine

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29:00

#822: From eTail: NoFraud Head of CX Breanna Moreno...

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

2026/03/04

Most brands are investing millions in creating seamless, generous customer experiences. But what if a small fraction of your customers are exploiting that generosity, forcing your best, most loyal customers to unknowingly pay an 'abuse tax' through higher prices or stricter policies?Agility requires moving beyond static, one-size-fits-all policies and embedding real-time intelligence into the moments that matter. It's about empowering teams to adapt not just to who the customer is, but what they

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27:18

#821: From eTail: CommerceIQ's Himanshu Jain and Bill...

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

2026/03/03

What if the biggest bottleneck in your commerce strategy isn't the strategy itself, but the time it takes your team to actually perform the actions to execute it?Agility requires not just having the right insights, but also the operational capacity to act on them at the speed the market demands.Today, we're going to talk about a critical bottleneck many brands face: the delay between data-driven insight and real-world execution. Commerce teams are often drowning in data but struggle with the manual,

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25:17

#820: From eTail: Stitch Fix's Noah Zamansky on...

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

2026/03/02

Consumers aren’t lacking for choice. Instead, they’re usually drowning in a sea of options, and it’s up to brands to find ways to go beyond simply removing friction and bring back the joy in shopping. Adding AI, and agentic AI into the mix can unlock new opportunities, but also brings with it new challenges. We’re going to talk a little about all of it.We are recording here at eTail Palm Springs, and hearing from leading brands and the platforms and companies they rely on to innovate in retail. To

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24:04

#819: Recurrent CEO Andrew Perlman on the role of...

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

2026/02/27

With over a billion creators projected to be active in the next decade, is the traditional distinction between a brand, a publisher, and a creator in need of an updated definition?Agility requires not just reacting to new platforms, but fundamentally rethinking who creates your content and how you build an authentic community around it. It's about moving from a campaign mindset to an ecosystem mindset. Today, we're going to talk about the seismic shift in the media landscape, driven by the

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17:56

#816: Shipt's Courtney Owumi on achieving and...

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

2026/02/20

What if your most persistent customer complaint wasn't a flaw to be fixed, but a key that could unlock an entirely new business model?Agility requires not just the ability to pivot, but the organizational courage to act on customer insights—even when those insights challenge your most fundamental business assumptions. It’s about being willing to dismantle something that works in order to build something that works better. Today, we're going to talk about CX that pays off and how both achieving

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27:30

#815: CIBC's Stephanie Leheta on moving from silos to...

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

2026/02/18

What happens when you tie a quarter of every employee’s variable compensation not to sales targets, but to customer experience metrics?Agility requires more than just speed; it demands a shared purpose that translates into a unified system for listening, learning, and acting at an enterprise scale. It's about connecting every function of the business to the client's reality in real-time. Today, we are here at Medallia Experience at the Wynn Resort in Las Vegas, and we're going to talk about what

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20:40

#814: United Rentals' Alyse Fuller on driving real...

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

2026/02/16

What if one of your most valuable CX analysts isn't even a person? Agility requires not just collecting data, but closing the gap between insight and action at scale. This means empowering every level of the organization, from the frontline to the C-suite, with the right information at the right time to make smarter, faster decisions. Today, we're going to talk about moving beyond the score. We'll explore how Generative AI is shifting the discipline of customer experience from a reactive,

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38:01

#813: Big Game Recap: Zappi CMO Nataly Kelly shares...

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

2026/02/13

Did your brand just spend $7 million on a 30-second ad that alienated or ignored half its potential audience?Agility requires a willingness to challenge long-held assumptions—like the idea that a celebrity and a massive budget are all you need for a winning Super Bowl ad. It demands that brands move from gut feelings to data-driven insights to understand what truly resonates with their audience. Today, we're going to talk about the biggest advertising event of the year: the Super Bowl. Millions

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