Greg Kihlstrom
Greg Kihlstrom
Greg Kihlström is a best-selling author, speaker, and entrepreneur, and serves as an advisor and consultant to top companies on marketing technology, marketing operations, customer experience, and digital transformation initiatives. He has worked with some of the world’s top brands, including Adidas, Coca-Cola, FedEx, HP, Marriott, Nationwide, Victoria’s Secret, and Toyota.
Making the Case for Customer Lifetime Value as a Core KPI
Customer lifetime value (CLV) is a crucial metric that businesses should prioritize in order to drive sustainable growth and profitability. CLV refers to the...
Elevating the Customer Experience with a Continuous Improvement Approach
Continuous improvement in customer experience (CX) is paramount for organizations aiming to maintain their edge when competition is fiercer than ever. With consumers having...
Building a Culture of Agility in CX and Marketing
Agility has become a cornerstone for success in the enterprise and a culture of agility within marketing and customer experience teams can significantly enhance...
Improving Customer Loyalty Through Data Minimization
Despite living in an era data is heralded as the new currency, a counterintuitive movement is gaining momentum among forward-thinking marketers and CX professionals:...
Mapping Measurement of Customer Lifetime Value to Financial Performance
The strategic management of Customer Lifetime Value (CLV) has become increasingly critical for securing both short-term gains and long-term financial performance in the enterprise....
Using customer journey orchestration to create memorable moments
Simply offering a high-quality product or service is no longer enough to set your business apart from the rest. In fact, according to Salesforce,...
Increasing customer engagement through the power of participation
To stand out in today's competitive marketplace, brands need to go beyond just offering a high-quality product or service. To truly connect with your...
Harnessing the Power of Natural Language Interfaces for Improved Customer Experience
As a consultant and advisor to enterprise brands, I have seen firsthand the transformative potential of natural language interfaces (NLIs) such as conversational AI...
Best approaches for a strong first-party data strategy
Preparing for a first-party data strategy is crucial for brands in today's evolving landscape of data privacy regulations and cookie deprecation. This article is...
The Importance of Customer Journey Orchestration
Optimizing customer experience is table stakes these days, as we all know. Doing so consistently, and in a way that balance organizational strategy with...
Conversational Marketing and the Customer Experience
Conversational marketing can have a positive impact on the customer experience by using real-time conversations to build stronger relationships with customers and prospects, providing...
Aiming for the Stars: Unlocking the Power of Personalization to Enhance Your Customer Experience
Delivering a great customer experience is essential for any business. In today’s competitive landscape, it’s not enough to simply offer a good product or...