Today we’re going to talk about enhancing E-commerce with AI by improving personalization, relevance, and the overall customer experience. To help me discuss this topic, I’d like to welcome Sean Mullaney, a former Stripe and Google Executive, who is now Chief Technology Officer at Algolia, which you may or may not know is actually the second largest search engine behind Google, powering more than 1.75 trillion consumer search requests each year. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! Algolia website: https://www.algolia.com Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Nano Interactive’s recent data showed that 70% of UK consumers now regularly hide their personal data when online, and as the Government pushes through both its Data Protection and Digital Information Bill and its Online Safety Bill, marketers need to be prepared for the post cookie apocalypse or they risk being left behind and their ad effectiveness will suffer. Today we’re going to talk about the post cookie world and what this means for advertisers and marketers, and how it stands to affect the customer experience. To help me discuss this topic, I’d like to welcome Carl White, Co-Founder and Group CEO at Nano Interactive. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding!Nano Interactive website: https://nanointeractive.com/ The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcastSign up for The Agile Brand newsletter here: https://www.gregkihlstrom.comGet the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.comCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.comThe Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company SYNOPSIS In this episode, guest Carl White shares valuable advice for brands navigating the post-cookie world. He emphasizes the importance of brands fully understanding the evolving technologies in marketing and advertising. This entails dedicating time to learn and familiarize themselves with emerging approaches and techniques. One specific recommendation is to acquire the skills to model and scale data using these new approaches. This involves analyzing and interpreting data to make informed decisions and optimize marketing strategies. Furthermore, White advises brands to move away from relying solely on identity and profiling techniques. Instead, he encourages them to adopt a post-ID approach, thinking beyond traditional methods. This means not depending solely on walled gardens, platforms with restricted access to user data, for answers. Instead, brands should explore alternative methods and solutions. Overall, the advice for brands in the post-cookie world is to proactively understand and utilize new technologies while avoiding over-reliance on traditional identity and profiling techniques.

We are presenting our 2nd annual Black Friday special episode, where we focus on an aspect of retail, looking back on the current year, as well as to what retailers should be keeping in mind for next year. With the prevalence of online shopping and growing ecommerce providers, brick-and-mortar retailers require business intelligence tools dedicated to in-store analytics to stay competitive in an omnichannel world.  Today we’re going to talk about real-time data and AI for in-store retail operations.  To help me discuss this topic, I’d like to welcome Joe Shasteen, Global Manager, Advanced Analytics at RetailNext. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company SYNOPSIS Real-time data analytics can empower employees to make better decisions and meet customer needs by providing a clear understanding of their preferences and behaviors. This enables retailers to adjust strategies and approach to deliver a personalized and tailored experience for each customer. For instance, when a store experiences a high influx of customers, real-time data analytics can alert employees to crowded areas, allowing them to allocate additional staff members to manage queues and provide assistance. This ensures that customers do not have to wait for extended periods and receive prompt service. Moreover, real-time data analytics helps retailers identify peak traffic hours, enabling them to plan non-selling tasks such as restocking or cleaning during slower periods. This ensures that employees are available to assist customers during peak times. Additionally, real-time data analytics assists in optimizing operations by providing insights into staffing levels. By analyzing the data, retailers can determine the appropriate number of employees needed at different times of the day or during specific events, such as holiday shopping. This ensures adequate staff coverage to meet customer demands and provide a seamless shopping experience. Overall, real-time data analytics empowers employees by equipping them with the necessary information to make informed decisions and effectively meet customer needs. By leveraging this technology, retailers can enhance the customer experience, increase operational efficiency, and stay competitive in the ever-evolving retail landscape. Real-time data analytics also plays a crucial role in making better staffing decisions and adapting to changes in traffic and occupancy. By utilizing real-time data, retailers gain a clear understanding of their store's current situation and can make informed decisions about staffing levels. For example, if there is a sudden surge in customer traffic, an alert system can notify store employees to allocate additional associates to manage queues and ensure a smooth shopping experience. Additionally, real-time data analytics helps retailers identify peak traffic hours, such as during the holiday season, enabling them to plan non-selling tasks accordingly and avoid disruptions during high-traffic periods. Overall, real-time data analytics empowers retailers to optimize their operations by efficiently managing staffing levels and adapting to fluctuations in customer flow. Effective use of real-time data analytics requires cross-communication and collaboration among different teams responsible for different parts of the customer experience. It is not just one team, such as operations or visual merchandising, that is responsible for utilizing the data. Instead, it is important for all teams involved in the customer experience, including marketing, advertising, and clearance areas, to utilize the data to drive the desired behaviors. For example, the data can be used to direct customers to specific parts of the store where key products are located, showcase certain advertisements or new displays with new products, or highlight clearance areas. By working together and utilizing real-time data analytics, retailers can optimize their operations and create a seamless and personalized customer experience.

Today we’re going to talk about proposals - love them or hate them, they are a requirement for so many companies, consultancies, and consultants to get new customers and new projects. Today we’re going to talk about some ways to do proposals better and smarter. To help me discuss this topic, I’d like to welcome Joe Ardeeser, Founder & CEO at Smart Pricing Table. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! Smart Pricing Table website: https://www.smartpricingtable Free download: The Profitable Proposal Blueprint: https://www.smartpricingtable.com/free-guide The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

I’m excited to bring you the latest in a multi-part series sponsored by Contrast & Co., an award-winning brand strategy and communications agency determined to build the most strikingly different brand experiences anywhere. Today we’re going to talk about creating a strikingly different brand, why it is so important, as well as the cost of inauthenticity in branding.  To help me discuss this topic, I’d like to welcome Dharma Pachner, Founder & Chief Creative Officer at Contrast & Co. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

I am here at Opticon 2023, Optimizely’s annual conference, here in San Diego, California where there have been a lot of exciting announcements, and we’re going to get to at least a few of those today. Innovation and creativity don't happen in a vacuum. Humans work better in groups, and the right platform provides a base for their collective imagination to flourish.  Today we’re going to talk about content creation and management as tools to boost creativity and effectiveness of marketing efforts, all to the benefit of the customer. To help me discuss this topic, I’d like to welcome Deane Barker, Global Director of Content Management at Optimizely. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! Optimizely website: https://www.optimizely.com The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

In this special episode, brought to you by Ceres Talent, a marketing staffing agency run by modern-day marketing matchmakers, we’re going to talk about planning for 2024, and what the experts are seeing as marketing leaders are identifying hiring needs and developing headcount budgets for 2024. To help me discuss these topics, I’d like to welcome Sue Keith, Corporate Vice President at Ceres Talent. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! Ceres Talent website: https://www.cerestalent.com The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company SYNOPSIS The episode delves into the significance of returning to the office, highlighting that it encompasses more than just resuming work tasks. It emphasizes the importance of in-person interactions and spontaneous conversations, such as hallway chats and impromptu whiteboarding sessions, in fostering innovation within the organization. These types of interactions are seen as lacking on platforms like Zoom, which lack the spontaneity and connection-building that comes with face-to-face communication. Furthermore, the guest, Sue Keith from Ceres Talent, underscores that being physically present allows for the development of what they refer to as the "connective tissue" of the organization. This involves getting to know individuals in different departments and areas of the company, such as operations, finance, or HR. Building these connections and understanding everyone's collective role contributes to a stronger sense of connection to the overall mission of the company. There is also a shift in management's perspective on remote work. Initially, many companies recognized the productivity of their employees during the COVID-19 pandemic and embraced remote hiring. However, there has been a growing skepticism among management regarding the productivity of remote employees. This change in perspective may explain the desire for employees to spend at least a few days a week in the office. The return to the office is not solely about work tasks, but also about the value of in-person interactions, spontaneous conversations, and building connections within the organization. It acknowledges that finding a balance between remote work and in-person work, such as through hybrid models, may be the optimal approach to maintain these important aspects of work culture. According to the episode, employees who do not come into the office as frequently may feel marginalized and miss out on face time with their bosses and spontaneous hallway conversations. The absence of physical presence can limit their opportunities for informal interactions and connections with colleagues and superiors, potentially making them feel excluded from important discussions and decision-making processes. Additionally, they may lack visibility and opportunities for networking and building relationships with individuals in different departments or areas of the company. This can impact their professional growth and advancement within the organization. The episode acknowledges that addressing these concerns is a complex issue with no clear or easy answers. There is a shift towards a hybrid work model in many companies. While remote work was widely accepted and seen as productive during the COVID-19 pandemic, there is now growing skepticism among management regarding the productivity of remote employees. Consequently, many companies are now advocating for employees to spend two to three days a week in the office. This shift is not merely about returning to work, but specifically about returning to the office. The term "return to work" may inadvertently contribute to the notion that employees are not truly working unless they are physically present in the office. Both Greg and Sue agreed that a hybrid work model is the way forward. They believe that spending a few days a week in the office allows for making connections, building relationships, and fostering innovative ideas. However, they acknowledge the challenges associated with implementing a hybrid model, including potential feelings of marginalization for those who are not in the office as frequently as their peers. From the perspective of candidates, reactions to the return to the office are mixed. Some candidates are excited about the opportunity to interact with people in real life and are open to a hybrid work schedule. However, there are still candidates who prefer to remain 100% remote and are even willing to accept a pay cut to do so. Overall, the podcast suggests that the shift towards a hybrid work model is underway, but uncertainties and challenges remain. The exact balance between in-person and remote work is yet to be determined and may vary from company to company.

Today we’re going to talk about headless commerce, what it is, how to do it well, and why it is making sense for more and more brands. To help me discuss this topic, I’d like to welcome Jim Tattersall, Founder & CTO at Rotate°. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! Rotate website: https://studiorotate.com/ The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company SYNOPSIS In this episode, Jim Tattersall from Rotate emphasizes the importance of prioritizing the customer experience over solely maintaining a system. They explain that when organizations focus too much on maintaining the system, it can cause teams to lose sight of their philosophy. This means that teams may become overly focused on the technical aspects of system maintenance rather than finding ways to enhance the overall customer experience. The speaker stresses the need for organizations to fully operationalize this customer-centric approach. They highlight the significance of clean and reliable data in this process. It is crucial for organizations to determine the source of truth for their data and where it should be stored. Furthermore, the speaker discusses the potential challenges that may arise when transitioning to a headless system. They acknowledge that while a monolithic system offers convenience and seamless communication between different components, breaking away from that structure to a more tailored system can introduce complexity. Organizations must be cautious not to become overly complex and lose focus on addressing business challenges and improving the customer experience. Overall, this episode underscores the importance of prioritizing the customer experience and avoiding excessive focus on system maintenance at the expense of philosophy and customer satisfaction. The guest in this episode emphasizes the crucial role of data in operationalizing the discussed approach. They highlight the importance of clean data and urge organizations to carefully consider the source of truth for their data and where it should reside. The guest also emphasizes the benefits of a composable architecture where all components communicate through clean data. This elevates the importance of data quality within the organization's operations. Additionally, the guest highlights the advantages of having existing data in place when implementing advanced technologies like AI or natural language search. This enables seamless integration of these technologies into the existing system. Overall, the episode emphasizes the need for organizations to prioritize data and ensure its cleanliness and accuracy to effectively operationalize this approach. The episode also emphasizes the significance of prioritizing the customer experience in businesses. It is stated that the customer experience should be the top priority as it has a cascading effect on other aspects of the business. By prioritizing and improving the customer experience, businesses can positively impact customer satisfaction, loyalty, and ultimately, overall business success. Furthermore, the speaker highlights the negative consequences of constantly overhauling or changing a system or experience. This practice, referred to as "ripping up and starting again," can be detrimental to customers. It is mentioned that customers may experience a completely different and potentially worse experience when businesses make frequent changes without proper testing or consideration. This can lead to frustration and dissatisfaction among customers. Overall, the episode emphasizes the importance of focusing on the customer experience and avoiding the constant cycle of "ripping up and starting again." By prioritizing the customer experience and making incremental improvements based on customer feedback and data, businesses can create a better and more consistent experience for their customers.

According to a recent report titled “The Tipping Point for Travel Loyalty in 2023” from iSeatz, while 61% of consumers believe that the loyalty programs they belong to are helping them to save money and get more value from their travel experience, only 51% of them visit their loyalty program website first when making travel booking decisions. What’s worse - 63% of loyalty providers thing they are their members’ first choice. So there are some disconnects between what customers want and are experiencing, and what loyalty programs are providing. Today we’re going to talk about the state of customer loyalty programs and the role of personalization in improving customer retention and lifetime value. To help me discuss this topic, I’d like to welcome Andy Hermo, Chief Commercial Officer at iSeatz. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! iSeatz Loyalty Series report: https://www.iseatz.com/loyalty-series-report?utm_campaign=Tipping%20point%20for%20Loyalty%20H2%20-%20Clone&utm_source=Press%20Release&utm_content=Download%20Form iSeatz website: https://www.iseatz.com/en/ The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company SYNOPSIS According to the podcast episode, companies must prioritize understanding and meeting their customers' needs to improve their loyalty programs. One challenge is the lack of options and breadth of offerings in loyalty programs, which prevents customers from always choosing their loyalty program provider first. To enhance loyalty programs, customers expect a wide range of options that cater to their preferences and interests. Technology also plays a crucial role, and companies without modern tech stacks may struggle to keep up with evolving consumer needs. It is essential to invest in scalable and adaptable platforms that can incorporate advanced personalization capabilities. Additionally, dedicated and highly talented resources are necessary to drive a strategic loyalty approach. Relying on shared or part-time resources from marketing or finance departments may not be sufficient for effective loyalty program management. Therefore, companies should prioritize understanding and meeting customer needs, leveraging technology, and investing in the right talent to improve their loyalty programs. The episode highlights the rapid evolution of technology and the challenges faced by companies without modern tech stacks in meeting consumer needs. Modern platforms are scalable and easily adaptable to new capabilities, such as advanced personalization. To stay competitive and effectively cater to consumer demands, companies need to invest in modern technology. The episode emphasizes the importance of dedicated and highly talented resources in the loyalty department to drive a strategic loyalty approach. It also mentions that implementing modern technology and capabilities in loyalty programs requires a significant investment. While some companies excel in personalization, there are different levels of personalization, with hyper-personalization utilizing AI and real-time data to understand true intent and offer more meaningful experiences. Overall, the episode highlights the importance of staying up-to-date with technology advancements and leveraging modern tech stacks to effectively meet consumer needs. According to the episode, one of the most crucial actions to improve customer loyalty programs is to focus on providing a great user experience and engaging members frequently. This involves creating a program that is easy to use and navigate, as well as offering incentives and rewards that encourage active participation. By capturing data throughout the customer journey, companies can better understand member preferences and tailor their loyalty program accordingly. The episode emphasizes the importance of consistent member engagement and data capture to drive deeper engagement and enhance the overall effectiveness of the loyalty program.

In December of 2022, digital marketers in the healthcare industry were impacted by an expanded definition of PHI or personal health information in the HIPAA, or the health insurance portability and accountability act regulations, which are the the federal law in the United States that protects sensitive patient health incormation from being disclosed. While this impacts healthcare companies in the US most specifically, and our conversation today is going to center around healthcare marketers, there are lessons to be learned here for marketers in any industry or locale where consumer data privacy is under increased scrutiny and regulations Today we’re going to talk about creating a HIPAA-compliance marketing technology stack, and how to not sacrifice marketing effectiveness while still protecting consumer data, in this case personal health information. To help me discuss this topic, I’d like to welcome Ray Mina, Head of Marketing at Freshpaint. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! Freshpaint website: https://www.freshpaint.com Privacy First Framework Article: https://www.freshpaint.io/blog/privacy-first-framework-for-hipaa-compliance The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company SYNOPSIS n this episode, the speaker discusses the challenges faced by healthcare organizations in highly regulated industries, such as healthcare, where a compliance-driven mindset often hinders progress. This mindset is characterized by a tendency to avoid taking risks and halt all activities when problems arise. However, the speaker emphasizes that this approach is ineffective for achieving patient-focused outcomes. Instead, they suggest adopting a mindset shift that focuses on finding effective ways to address issues while still complying with regulations. To navigate the compliance landscape more effectively, the speaker mentions the availability of tools like Fresh Paint for healthcare organizations. They emphasize that although this approach may differ from traditional methods, it is not necessarily more difficult. The key is to embrace a mindset shift that prioritizes patient outcomes and adapts to the changing regulatory environment. The concept of "compliance by design" is also discussed in the episode, which involves incorporating compliance considerations from the start of any project or initiative. By integrating compliance into the operational side of healthcare organizations, they can avoid losing sight of patients and other important aspects, such as marketing. This approach allows organizations to use the tools that work best for them while still ensuring compliance. For organizations that have made some progress in addressing compliance but have not fully shifted their mindset, the speaker advises assembling the right team and having conversations about consumer privacy and data management. They stress the importance of understanding the content on their website and where the data is being sent. This proactive approach is seen as a best practice in healthcare, as consumer privacy concerns continue to grow and gain attention in politics. The episode emphasizes the importance of having the right team in place to address data privacy and compliance issues. The speaker suggests including individuals such as chief compliance officers, senior general counsel, and IT professionals to ensure that these concerns are effectively addressed. The first step in addressing data privacy and compliance is to build a team that can handle these issues effectively. This team should consist of individuals from legal, compliance, and IT departments, as well as any third-party auditors that can assist in the process. By bringing together a diverse group of experts, organizations can ensure that all aspects of data privacy and compliance are addressed. The speaker also highlights the importance of understanding the data practices of the organization. This includes conducting an audit of the website and its subdomains to identify all web trackers and tools being used. By understanding what data is being collected and how it is being used, organizations can better assess their compliance needs and identify any potential risks. Furthermore, the Ray Mina from Freshpaint mentions the need for organizations to assess whether they are sharing protected health information (PHI) with third-party tools. In cases where PHI is being shared, organizations must ensure that appropriate legal frameworks, such as business associate agreements (BAA), are in place to protect the privacy and security of the data. Overall, the episode emphasizes the importance of having a knowledgeable and diverse team in place to address data privacy and compliance issues. This team should conduct audits, assess data practices, and ensure that appropriate legal frameworks are in place to protect sensitive information.

Today we’re going to talk about the power of finding the right channel to share your expertise with others, while finding ways to continually learn more. To help me discuss this topic, I’d like to welcome Jonathan Rivera, Founder of The Podcast Factory and Host of ResultsLeader.fm. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! The Podcast Factory website: https://www.thepodcastfactory.com The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company SYNOPSIS In this episode, Greg Kihlström is joined by Jonathan Rivera, founder of The Podcast Factory and host of resultsleader.fm, to discuss the power of finding the right channel to share your expertise with others while continually learning. They share valuable insights and tips for marketers and CX professionals on how to create an agile brand. Tune in to gain valuable knowledge on marketing technology and CX.

Today we’re going to talk about using customer feedback effectively, and how businesses can take the wealth of information they collect from their customers to make better business decisions that help both the customer, their employees, and the business. To help me discuss this topic, I’d like to welcome Adam Alfia, Founder of Real Time Feedback. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company SYNOPSIS In this episode, the importance of responding to feedback is emphasized, with both the host and guest agreeing on its crucial role for brands. They discuss the negative impact of sending surveys and not receiving any response, which makes customers feel like their feedback is being ignored. The guest, Adam Alfea, founder of Realtime Feedback, emphasizes that responding to feedback is a win-win situation for both customers and employees. Customers feel heard and valued, while employees receive recognition for their good work. Adam also suggests that brands should analyze the feedback they receive to identify areas of concern that need improvement. Overall, the episode highlights the significance of responding to feedback and using it to enhance the customer experience. The episode also explores how effectively using customer feedback can benefit businesses. The host introduces the topic and mentions that businesses can use the wealth of information collected from customers to make better decisions. Adam Alfea further discusses the importance of responding to customer feedback and recognizing employees for their good work. He advises brands to respond to customer feedback as a first step in improving their methods of collecting and implementing insights from customers. Furthermore, the episode touches on the importance of collecting feedback through various sources, such as surveys. It is mentioned that customers are more likely to provide feedback digitally rather than in person due to potential anxiety about confronting negative experiences face to face. Adam shares his experience of developing an in-house platform called Feedback for their restaurants, which was well-received by customers. This highlights the potential benefits of using digital platforms to collect customer feedback and gain valuable insights. In summary, the episode emphasizes the significance of effectively utilizing customer feedback to make informed business decisions that enhance the customer experience and benefit both the customer and the business. Collecting and implementing insights from customer feedback is crucial for improving brand performance. Adam Alfea, founder of Realtime Feedback, emphasizes the importance of responding to customer feedback as the number one thing that many brands fail to do well. He mentions that brands may collect data and gather feedback through various touchpoints, such as surveys, but they often struggle with taking action based on that feedback. Adam suggests that brands should start by responding to customer feedback as a first step. This means acknowledging and addressing the feedback received, whether it is positive or negative. By responding to feedback, brands show their customers that they are listening and that their opinions matter. This not only helps improve the customer experience but also builds trust and loyalty. Additionally, Adam mentions that brands should explore different sources of feedback. Surveys are one common source, but there are many other ways to gather information from customers. By utilizing various feedback sources, brands can gain a comprehensive understanding of their customers' needs, preferences, and pain points. This information can then be used to make better business decisions and improve brand performance. Overall, the episode highlights the importance of collecting and implementing insights from customer feedback. Brands that actively listen to their customers and take action based on their feedback are more likely to meet customer expectations, enhance the customer experience, and ultimately improve their overall brand performance.

Today we’re going to talk about how focusing on internal processes can provide both internal and external benefits to a business. To help me discuss this topic, I’d like to welcome Nikhil Nandagopal, Co-Founder and CPO of Appsmith. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Today we’re going to talk about first-party data strategies and how to be successful in a world of cookie deprecation, evolving data privacy regulations, the evolution of data clean rooms, and retail media networks. To help me discuss these topics, I’d like to welcome Derek Slager, CTO & Co-Founder at Amperity. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! The Amperity website: https://www.amperity.com The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company SYNOPSIS In this episode, the speaker emphasizes the value of taking action and implementing real use cases. They highlight the tendency for people to get lost in the abstract and stress the importance of focusing on the details and putting ideas into practice. By engaging in real use cases and collaborating with others, individuals can gain valuable insights and learn from both laggards and leaders. The speaker also emphasizes that progress should not be hindered by the pursuit of perfection, and encourages listeners to go out and apply real use cases. They mention that customers who have done so have been pleasantly surprised by the quality of results they achieved. Overall, the episode underscores the significance of taking action and implementing real use cases to drive learning and improvement. In addition, the speaker discusses the crucial role of better data in achieving better results across various marketing technology use cases. They explain that at Amparity, everything is viewed through the lens of better data leading to better outcomes. This principle applies not only to traditional MarTech use cases, but also to upcoming changes in ad tech, data clean rooms, and retail media. The speaker suggests that better data is essential for achieving improved outcomes in these areas. Furthermore, the guest on the show, Derek Slager, the CTO and co-founder of Amperity, shares his experience working with customers who have focused on leveraging their first-party data. He highlights that despite the diminishing availability of third-party data, the quality of first-party data often yields surprising results. The increase in data quality compensates for the loss of broad signal from third-party data. This supports the notion that better data, particularly high-quality first-party data, can lead to better outcomes and results in marketing technology use cases. The episode also delves into the importance of first-party data in the context of privacy changes and the decreasing availability of third-party data. The speaker emphasizes the need for brands to be proactive in organizing and collecting their own first-party data, as it will be their leverage point in a new world where third-party data is becoming more expensive and less accessible. To address this challenge, the speaker suggests that brands should prioritize developing a true first-party data strategy. However, they acknowledge that many brands struggle with determining the next steps after establishing such a strategy. One effective way to leverage first-party data is through the use of data clean rooms. These clean rooms enable brands to combine their own first-party data with someone else's first-party data in a manner that respects privacy and consent. By utilizing data clean rooms, brands can tap into broader opportunities that arise from accessing and analyzing additional first-party data. Overall, the episode emphasizes that brands can overcome the challenges of losing third-party data by investing in and maximizing the value of their first-party data. By doing so, they can maintain effective targeting and measurement capabilities while adapting to the changing privacy landscape.

Brands must meet customer expectations for a personalized experience throughout the buyer's journey. One key opportunity to achieve this is by leveraging AI-based tools that offer relevant images and videos. These resources educate customers, manage their expectations, and ultimately drive higher conversion rates while reducing return rates. Today we’re going to talk about enhancing the e-commerce experience using personalization and generative AI, and to do this we’re going to talk about some statistics in some research that was recently done by Cloudinary. To help me discuss this topic, I’d like to welcome Paul Thompson, Head of Technical Marketing at Cloudinary. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! Cloudinary website: https://www.cloudinary.com  The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company SYNOPSIS In this episode, the importance of personalization and customization in enhancing the e-commerce experience and driving higher conversion rates is discussed. The host highlights a study by McKinsey, which reveals that 78% of consumers are more likely to make repeat purchases from companies that personalize their offerings. This underscores the significance of tailoring the customer experience to meet individual preferences and needs. The guest, Paul Thompson, further elaborates on how platforms like Cloudinary can facilitate this level of personalization. By leveraging their platform and APIs, businesses can create customized experiences and images for their customers. For instance, they can develop image target ads with localized text overlays or content specific to a user's location. Such customization fosters a more engaging and relevant experience, thereby increasing the likelihood of conversion. Moreover, Paul emphasizes the importance of incorporating images and videos on e-commerce stores and websites. He recommends exploring Cloudinary's suite of products and features, which optimize images for different devices and ensure the highest quality visuals. This scalable optimization and customization significantly enhance the overall e-commerce experience and lead to improved conversion rates. According to the podcast transcript, utilizing AI-based tools that provide relevant images and videos offers several benefits for e-commerce. These tools educate customers by offering visual resources that aid in better understanding the product. Consequently, customers' expectations are managed, enabling them to make informed purchasing decisions. Additionally, the use of relevant images and videos captures customers' attention and persuades them to make a purchase, thereby driving higher conversion rates. By delivering a personalized experience through AI-based tools, brands can enhance the e-commerce journey and ultimately increase sales. Cloudinary offers image capabilities and platform features that brands can leverage to enhance their e-commerce experience. They provide programmable media, empowering developers to transform and deliver images and videos at scale, often utilizing AI tools. This aids in optimizing and standardizing user-generated content, ensuring its safety, size, and format. Additionally, Cloudinary offers digital asset management capabilities through their products Assets, designed for enterprises, and Nexus, their latest offering for small and medium-sized businesses. By utilizing Cloudinary's suite of products and features, brands can optimize their images and videos for the specific device used by the user, ultimately improving the overall user experience and driving higher conversion rates.

There is a lot of talk about artificial intelligence these days in many areas of the business, and marketing is one that we talk about a lot on this show, but there’s a reason why - and that is because AI is fundamentally shifting the way we not only work, but the way we think about our work. Today we’re going to talk about AI as marketing team member, not simply as a tool you use in isolated instances. To help me discuss this topic, I’d like to welcome Daniel Maloney, CEO & Co-Founder of Tailwind. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company SYNOPSIS In this episode, the importance of having a plan and a willingness to learn and improve when adopting AI tools is emphasized. The guest speaker acknowledges that initially, the quality of AI tools may be average, underscoring the need for a well-thought-out plan. The person responsible for exploring and implementing the AI tool must be willing to acknowledge its imperfections and be open to learning and finding ways to enhance it. This highlights the significance of having a growth mindset and adaptability when integrating AI into marketing strategies. The episode also highlights the importance of leaders initiating conversations with their teams about AI. This is crucial because the team may already be utilizing AI in ways that the leader may not be aware of. By creating a safe space for dialogue, leaders can quickly gain insights into the AI tools and processes their team is using, while also fostering an environment where team members can educate each other. These conversations can also help leaders understand the challenges and opportunities that AI presents in their specific work environment. Engaging in dialogue with the team allows leaders to gain valuable insights and knowledge about AI and its potential applications within the organization. Furthermore, the guest discusses how AI can be utilized as a tool to enhance workflows and improve efficiency. They suggest that individuals should focus on improving one specific workflow and begin exploring the various AI tools available for that purpose. By concentrating on a specific area, individuals can gain a better understanding of the AI tools that are available and how they can be integrated into their workflow. This targeted approach enables a more effective implementation of AI technology. Additionally, the guest emphasizes the importance of human oversight and intervention in checking the work done by AI tools, as they are not perfect substitutes for human capabilities. Human involvement is still necessary to ensure accuracy and quality. Overall, the episode highlights the potential benefits of incorporating AI into workflows and encourages individuals to explore the various AI tools that can support their specific needs.

I am here at Hubspot’s INBOUND Conference in Boston to talk about the impact that AI is having on marketers and how they can more effectively reach their customers. Today we’re going to talk about how marketers can avoid the hype and meaningfully use AI to create better customer experiences and build loyalty.   To help me discuss this topic, I’d like to welcome Nicholas Holland, VP of Product and GM of HubSpot Marketing Hub. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! HubSpot website: https://www.hubspot.com The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company                                                   97 S5 - The Agile Brand       22 S1 - Innovation Economy     Ad Variations (for Middle)     S6 - The Agile Brand     S1 B2B Agility

I am here at Opticon 2023, Optimizely’s annual conference, here in San Diego, California where there have been a lot of exciting announcements, and we’re going to get to at least a few of those today. Organizations that have a culture of experimentation are able to innovate more quickly and get to the best ideas by learning both what does and what doesn’t work. Today we’re going to talk about how marketers can use experimentation to get the most out of their MarTech stacks, their AI tools, and their collaborations in general.  To help me discuss this topic, I’d like to welcome Kevin Li, VP, Product Strategy, Optimizely. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! Optimizely: https://www.optimizely.com The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company SYNOPSIS Building a culture of experimentation is crucial for organizations to thrive, but it is a challenging task that requires collaboration and involvement from various teams, including marketing, product, design, legal, and compliance. However, many organizations struggle to establish this culture due to factors such as lack of visibility, poor communication, and inefficient workflows. Without the right tools and processes in place, teams can face difficulties in completing tasks and understanding what is happening. For instance, a customer from the financial services industry shared their experience of trying to solve a workflow problem using spreadsheets, approval chains, and email. In their case, a single change required approval from seven different people, resulting in inefficiencies and delays. This lack of streamlined processes and visibility can lead to confusion and frustration within the organization. Executives and leaders also play a crucial role in building a culture of experimentation. Without their support and understanding, decisions may be made without proper consideration for experimentation efforts. This can result in surprises and a lack of alignment within the organization. It is easier for executives to rely on their own opinions, known as "hippos" (highest paid person's opinion), rather than embracing experimentation. To overcome these challenges, organizations need the right tools and technology for experimentation. Having the appropriate experimentation tool can make a significant difference in enabling collaboration, streamlining workflows, and providing visibility into experimentation efforts. With the right tools, organizations can better track and understand the impact of experiments, leading to more informed decision-making and ultimately, organizational success.

I am here at Opticon 2023, Optimizely’s annual conference, here in San Diego, California where there have been a lot of exciting announcements, and we’re going to get to at least a few of those today. Today we’re going to talk about an exciting announcement at the show this year, which is called Optimizely One, and while I will let my guest provide a more robust definition for us, it’s a SaaS platform for digital marketing that is decoupled, highly composable, and includes components for creation, delivery, personalization and testing of digital content to improve the customer experience. This connects to several trends happening in the market which include a shift towards both composable approaches while also providing marketers with the need to provide consistent and continually improving experiences in an omnichannel world. To help me discuss this topic, I’d like to welcome Rupali Jain, Chief Product Officer, Optimizely. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! Optimizely: https://www.optimizely.com The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company SYNOPSIS In this episode of the Agile Brand podcast, host Greg Kihlström and guest Rupali Jain, Chief Product Officer at Optimizely discuss the announcement of Optimizely One at the Opticon 2023 conference. Optimizely One is a SaaS platform for digital marketing that offers a decoupled and highly composable approach. It includes components for creation, delivery, personalization, and testing of digital content to enhance the customer experience. This aligns with the current market trends of composable approaches and the need for consistent and improving omni-channel experiences.

I’m excited to talk with my guests today on a special episode brought to you by The Office of Experience, a design-driven, digital-first, vertically integrated and collaborative agency that believes in the power of ideas and the strength of people. Today we’re going to talk about demystifying platform selection and how taking the right approach enables better strategic alignment, streamlined integration, and a better customer experience. To help me discuss this topic, I’d like to welcome Bryan Jones, CTO and Cara Bourdage, Director of Product at The Office of Experience. RESOURCES PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding! The Office of Experience website: https://www.officeofexperience.com The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company SYNOPSIS In this episode, the speakers discuss the importance of successfully adopting new platforms and how it can optimize operations and reduce maintenance time for organizations, allowing them to focus more on sales. They emphasize the significance of selecting the right platform and suggest considering key features and requirements to achieve these benefits. By identifying the most important features that drive revenue and minimize customization needs, organizations can streamline processes and enhance efficiency. This enables them to allocate more time and resources to sales and growth. The speakers also highlight the need to consider both the end customer experience and the internal customer experience. They emphasize that if the teams using the platforms cannot effectively utilize them, it will hinder their ability to serve the end customers. Therefore, successful platform adoption should aim for a win-win situation where both internal and external customers benefit. The episode emphasizes that digital transformation should be approached as a top-down exercise, requiring alignment and buy-in from senior executives. It is crucial for all key stakeholders to share the same vision and work towards common goals to ensure a cohesive and effective digital transformation initiative. Additionally, involving employees who will be working with the new tools or platform on a daily basis is equally important. Their feedback should be sought early and often to understand what is currently working and what improvements they would like to see. The episode also stresses the importance of cultural fit when selecting an implementation partner. While expertise and capabilities are important, having a positive working relationship with the partner, even during disagreements and challenges, is crucial. The ability to handle tough situations professionally and respectfully is essential for a successful partnership. Collaboration and finding solutions together when things go wrong are also mentioned as important factors to consider. Cultural fit and the ability to work well together should be evaluated when choosing an implementation partner.