Latest Articles by Greg Kihlstrom

Contentsquare Bets on Multi-Agent AI to Break Down CX Silos

CX Leaders: Integration, Not Budgets, Define Your Next Advantage

Big Apple and Big AI: Marketing Takeaways From Optimizely Opticon25

What Prime Day 2025 Reveals About Shipping, Returns and Customer Expectations

CX Quality Is Falling—Forrester Says Total Experience Can Fix It

Technical Debt Is a CX Issue. Here’s Why That Matters

PegaWorld 2025: A Blueprint for Agentic AI in the Enterprise

The CX Premium: What Customers Really Value (and When They'll Pay for It)

Are You Ready for Agentic AI Shoppers as Customers?

Retail Media Boom Comes With a Customer Loyalty Price Tag

The Inside-Out Blueprint for Customer Experience

The Growing Role of AI in Experience Management

Inside Qualtrics X4: Synthetic Personas and the Future of Experience Management

AI Can Predict Customer Churn, But Can It Build Trust?

AI Agents for Marketing and CX? They're Already in the Building

Marketing Trends Predictions: Did Generative AI and I Agree?

Customer Journey Orchestration in an Open World of CX

4 Big Takeaways for Marketers from Opticon 2024

Why Continuous Improvement in Your Digital Experience Platform Matters

What Now? First-Party Data Strategies in the Cookiepocalypse Apocalypse

AI Challenges: Are Your AI Strategies Built on Sand?

The Opportunity in a Customer Experience Slump

Composable Architecture: Building Your Roadmap to Success

Automating Customer Service & Employee Tasks for Better CX

Implementing Customer Journey Orchestration With an Agile Approach

Website Redesign: Your Brand-New Website Is Just the Beginning

Customer Satisfaction Strategies: Taking Action on Priorities