CX Pulse Check - March 2024

Experience Action

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that's shaping how we interact with businesses today. Prepare to have your perspective radically shifted as we examine a bank's strategy to merge in-person banking with digital tool education. Will this approach truly empower customers or is it merely a stepping stone to a fully digital future? We debate the nuances of real-time digital guidance and its potential to revolutionize customer autonomy and behavior across their preferred channels.
Venture further into the realm of engagement with us as we spotlight the trend of shoppable video content. We're not just talking about the immediate click-to-buy; we're navigating the deeper waters of brand storytelling and authenticity. The potential for B2B markets to embrace this trend sparks a thought-provoking discussion. Additionally, we unpack expectations for New York state’s first chief customer experience officer.
Join us for an episode that promises to be an eye-opener for the ever-evolving customer interaction landscape.
About Greg Kihlström:
Greg Kihlström is a best-selling author, speaker, and entrepreneur, and serves as an advisor and consultant to some of the world's top brands on marketing technology, marketing operations, and digital transformation initiatives. He speaks 3 times weekly with executives and leaders from Fortune 500 companies and top marketing technology platforms on his podcast, The Agile Brand with Greg Kihlström. He is a multiple-time co-founder and C-level executive, leading several acquisitions and currently sits on the board of a martech startup. Additionally he is a faculty member on the Association of National Advertisers School of Marketing, and is a doctoral candidate with a focus on business intelligence.
Check out The Agile Brand at theagilebrand.com/
Follow Greg on LinkedIn at linkedin.com/in/gregkihlstrom
Follow Greg on X/Twitter at twitter.com/gregkihlstrom
Follow The Agile Brand on Instagram at instagram.com/theagilebrand
Articles Mentioned:
Santander evolves in-person bank format in Hoboken with new experience to meet customer needs (ROI - NJ)
Shoptalk 2024 Day Four: Innovation for Innovation’s Sake? (Coresight Research)
Meet New York’s Chief Customer Experience Officer (StateScoop)
Resources Mentioned:
Experience Investigators Website -- experienceinvestigators.com

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Chapter

1. Customer Experience Strategy and Technology Trends (00:00:00)

2. Shoppable Video and Customer Engagement Trends (00:08:59)

3. Changing Customer Experience in Government (00:16:52)