#636: Building resilience in customer service operations with John Finch, RingCentral

The Agile Brand with Greg Kihlström®

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14,686 subscribers

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Mind The Business: Small Business Success Stories

1
Understanding Taxes as a Newly Formed Small Business - Part 2 of the Small Business Starter Kit 28:24

25 days ago28:24

Main Kemudian

Senarai

Suka

Disukai

28:24

In our second installment of the Small Business Starter Kit series - we’re tackling a topic that’s sometimes tricky, sometimes confusing, but ever-present: taxes. Hosts Austin and Jannese have an insightful conversation with entrepreneur Isabella Rosal who started 7th Sky Ventures , an exporter and distributor of craft spirits, beer, and wine. Having lived and worked in two different countries and started a company in a heavily-regulated field, Isabella is no stranger to navigating the paperwork-laden and jargon-infused maze of properly understanding taxes for a newly formed small business. Join us as she shares her story and provides valuable insight into how to tackle your business’ taxes - so they don’t tackle you. Learn more about how QuickBooks can help you grow your business: QuickBooks.com See omnystudio.com/listener for privacy information.…

about a year ago 30:40

MP3•Laman utama episod

What would happen to your business if your customer service operations went down right now? Do you have the tools and strategies in place to handle a sudden crisis, or would your contact center be scrambling to meet demand?

Today, we’re discussing how AI and cloud-based solutions can help organizations manage crises and enhance customer service operations with John Finch at RingCentral. We’ll explore key strategies for building resilience in customer service, particularly in response to recent IT outages.

John Finch leads product marketing at RingCentral for the customer engagement portfolio, which includes RingCX and RingSense AI, as RingCentral scales and expands its global customer engagement reach. He has held product marketing leadership roles at Zendesk, Dialpad, Serenova (LiveOps), and Genesys, launching Enterprise SaaS contact center solutions into the market.

RESOURCES

RingCentral: https://www.ringcentral.com

RingCentral's 2025 Trends Report:

https://www.ringcentral.com/us/en/blog/the-state-of-ai-in-business-communications-key-insights-from-ringcentrals-2025-trends-report/

Don't miss Medallia Experience 2025, March 24-26 in Las Vegas: Registration is now available: https://cvent.me/AmO1k0

Use code MEDEXP25 for $200 off registration

Register now for HumanX 2025. This AI-focused event which brings some of the most forward-thinking minds in technology together. Register now with the code "HX25p_tab" for $250 off the regular price.

Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom

Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show

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

648 episod

#Business #Marketing #Customerexperience #Employeeexperience #Agile Brand #Brand

The Agile Brand with Greg Kihlström®

#636: Building resilience in customer service operations with John Finch, RingCentral

The Agile Brand with Greg Kihlström®

14,686 subscribers

published about a year ago

Kongsi

MP3•Laman utama episod

RESOURCES

RingCentral: https://www.ringcentral.com

RingCentral's 2025 Trends Report:

https://www.ringcentral.com/us/en/blog/the-state-of-ai-in-business-communications-key-insights-from-ringcentrals-2025-trends-report/

Don't miss Medallia Experience 2025, March 24-26 in Las Vegas: Registration is now available: https://cvent.me/AmO1k0

Use code MEDEXP25 for $200 off registration

Register now for HumanX 2025. This AI-focused event which brings some of the most forward-thinking minds in technology together. Register now with the code "HX25p_tab" for $250 off the regular price.

Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom

Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show

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

648 episod

#Business #Marketing #Customerexperience #Employeeexperience #Agile Brand #Brand

Semua episod

The Agile Brand with Greg Kihlström®

1
#656: Integrating CX and EX to create better customer outcomes with Sasha Fard, Capital One 27:04

3 days ago27:04

27:04

We are here at Medallia Experience at the Wynn in Las Vegas and seeing some examples of amazing customer experience and employee experience and the latest updates from Medallia. Companies often separate Customer Experience (CX) and Employee Experience (EX) into different silos, but what if the real key to competitiveness and long-term success is in fusing the two together? How can organizations integrate CX and EX to create better customer interactions, drive employee engagement, and unlock real business value? Joining me today is Sasha Fard, Country Lead for Customer Experience Management at Capital One. RESOURCES Capital One: https://www.capitalone.com Medallia: https://www.medallia.com Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show 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…

The Agile Brand with Greg Kihlström®

1
#655: AI and Automation in the supply chain with Nick Stuart, RSM 23:18

5 days ago23:18

23:18

We are here at eTail Palm Springs and seeing and hearing the latest and greatest in e-commerce and retail. AI and automation are transforming retail operations, from customer experience to supply chain efficiency. But as we move into 2025, retailers face increasing tariffs, labor shortages, and cost pressures. How can AI not just improve margins but actually reshape the way retailers operate to stay competitive in a rapidly changing landscape? Joining me today is Nick Stuart, US Consumer Products Senior Analyst at RSM, where he focuses on AI and automation’s impact on the retail industry. Nick brings deep expertise in customer experience, supply chain optimization, and workforce efficiency, helping businesses leverage AI-driven solutions to scale and improve margins. RESOURCES eTail Palm Springs: https://etailwest.wbresearch.com/ Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show 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…

The Agile Brand with Greg Kihlström®

1
#654: Translating research into cross-functional strategic change with Adam Hagerman, Indeed 22:56

7 days ago22:56

22:56

We are recording live at Qualtrics X4 in Salt Lake City and seeing and hearing all about how to create and enable amazing customer experiences. It’s important to collect customer experience data, but if it’s not driving change across your organization, is it really helping your business? Today we’re going to talk about making meaningful cross-functional change, using CX research and data as a guide. I’m joined by Adam Hagerman, Director of UX Research for Employer Products at Indeed. Adam has led transformative efforts at Indeed to turn customer experience research into cross-functional strategic change, driving real improvements in both user satisfaction and product success. Resources Indeed: https://www.indeed.com Qualtrics: https://www.qualtrics.com Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show 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…

The Agile Brand with Greg Kihlström®

1
#653: Accelerating speed to insights using synthetic feedback with Ali Henriques, Qualtrics 30:54

10 days ago30:54

30:54

We are recording live at Qualtrics X4 in Salt Lake City and seeing and hearing all about how to create and enable amazing customer experiences. How long would you like to wait to get customer insights? Weeks or minutes? Today we’re going to talk about how increasing the speed to insights can be a game changer for brands, and how synthetic feedback allows rapid testing and on-demand marketing intelligence.. To help me discuss this topic, I’d like to welcome Ali Henriques, Global Director of Edge at Qualtrics. RESOURCES Qualtrics: https://www.qualtrics.com Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Listen to The Agile Brand without the ads. Learn more here: https://bit.ly/3ymf7hd Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show 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…

The Agile Brand with Greg Kihlström®

1
#652: The power of multimodal AI with Dani Yogatama, Reka 22:21

12 days ago22:21

22:21

Is your organization just jumping on the AI bandwagon, or do you have a solution that will support your company’s needs in the short and long term? Welcome to this episode, brought to you by Reka, a developer of industry-leading, multimodal, AI models that enable individuals and organizations to deploy generative AI applications. Today we’re going to talk about the power of multimodal AI in the enterprise and why it is important for businesses to incorporate AI that is able to utilize multiple input sources, multiple languages, and flexible contexts to provide more intelligent insights. To help me discuss this topic, I’d like to welcome Dani Yogatama, CEO of Reka. RESOURCES Reka: https://www.reka.ai Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brightest minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show 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…

The Agile Brand with Greg Kihlström®

1
#651: AI and in-house creative teams with Jen Rapp, Superside 29:27

14 days ago29:27

29:27

With AI’s ability to augment in-house creative teams, how does that change the way organizations should approach both their creative strategies and how they evaluate the value of creative as a business function? Today, we’re joined by Jen Rapp, Chief Marketing Officer at Superside. Jen has had key roles at iconic brands like Patagonia, Arc’teryx, DoorDash, Owlet Baby, and Klaviyo. Now, she’s leading Superside’s rebrand with a focus on AI-powered creative services that augment in-house teams. RESOURCES Superside website: https://www.superside.com Wix Studio is the ultimate web platform for creative, fast-paced teams at agencies and enterprises—with smart design tools, flexible dev capabilities, full-stack business solutions, multi-site management, advanced AI and fully managed infrastructure. https://www.wix.com/studio Don't miss Medallia Experience 2025, March 24-26 in Las Vegas: Registration is now available: https://cvent.me/AmO1k0 Use code MEDEXP25 for $200 off registration Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show 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…

The Agile Brand with Greg Kihlström®

1
#650: Maximizing your ad spend with Matt Wasserlauf, Blockboard 16:46

17 days ago16:46

16:46

We are here at eTail Palm Springs and seeing and hearing the latest and greatest in e-commerce and retail. This year, many advertisers - especially retailers -- are being asked to do more with less. At the same time they have smaller budgets, they also must contend with an astonishing amount of waste: nearly 2/3 of every ad dollar spent actually goes toward the end inventory, and up to 15% of total spend goes to fraud or made-for-advertising content. Today we’re going to talk about what to do about all of those wasted ad dollars. To help me discuss this topic, I’d like to welcome Matt Wasserlauf, CEO at Blockboard. \ RESOURCES Blockboard: https://www.blockboard.com eTail Palm Springs: https://etailwest.wbresearch.com/ Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show 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…

The Agile Brand with Greg Kihlström®

1
#649: How to look at ROAS with Mitsu Kikuchi and Rocco Baldasarre of Shirofune 20:12

19 days ago20:12

20:12

We are here at eTail Palm Springs and seeing and hearing the latest and greatest in e-commerce and retail. In digital advertising, are we chasing the wrong metrics? While short-term ROAS might look impressive, are we missing the bigger picture—whether those customers actually return? What happens when we shift our focus to Lifetime ROAS instead? Today, I’m joined by Mitsunaga (Mitsu) Kikuchi, CEO of Shirofune and Rocco Baldasarre, Head of Business Development for Shirofune in the USA. Shirofune is a leading digital advertising automation platform that has transformed how advertisers optimize campaigns with long-term growth in mind. Shirofune helps brands reduce ad management time by 50% while unlocking greater ad performance beyond just short-term wins. Mitsunaga Kikuchi is the CEO and Founder of Shirofune, an automated advertising management tool that maximizes the efficiency and productivity of major digital advertising platforms. He joined CyberAgent, the largest digital agency in Japan in 2006 as a new graduate and in a few years, became the Director and the representative of a subsidiary (CA Advance). There he was responsible for providing the in-house ad management system and operational scheme to hundreds of Ad managers at CyberAgent. From the experience at CyberAgent, he then decided to develop a platform which automates the works done by those Ad managers so that anyone, with the limited knowledge, could get the same results from online advertising as what a professional Ad manager brings. Shirofune is an automated advertising management tool that maximizes the efficiency and productivity of major digital advertising platforms. The Shirofune platform is designed to maximize advertising effectiveness by automating day-to-day digital ad campaigns using a single, easy-to-use interface for management, budgeting, monitoring and analytics. Over 10,000 accounts have been automated using Shirofune, including 300,000 active ad campaigns. As Head of Business Development for Shirofune in the USA, Rocco Baldasarre leads the charge in expanding the company's market presence and driving strategic growth. With a focus on establishing Shirofune’s footprint in the U.S., Rocco builds and nurtures strategic partnerships with key industry players, eCommerce platforms, and advertising agencies to foster collaboration and mutual success. He develops and implements forward-thinking business strategies, aligning with Shirofune's mission and growth goals. A dedicated leader, Rocco mentors a high-performing business development team, identifies new revenue opportunities, and ensures customer success by tailoring solutions that maximize client value. RESOURCES eTail Palm Springs: https://etailwest.wbresearch.com/ Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show 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…

The Agile Brand with Greg Kihlström®

1
#648: Breaking down silos between paid and organic search with Matt Shenton, Croud 22:32

21 days ago22:32

22:32

We are here at eTail Palm Springs and seeing and hearing the latest and greatest in e-commerce and retail. Retailers are constantly shifting budgets between paid search and SEO—but are they missing opportunities by treating them as separate silos? In 2025, with search evolving faster than ever, the real question isn’t "which channel is better?"—it’s "how can they work together for maximum growth?" Today, I’m joined by Matt Shenton, Biddable Director at Croud, a digital marketing expert who has helped retail brands like Every Man Jack, Creed, Nespresso, All Saints, and Vans optimize their paid and organic search strategies. With search becoming more complex in 2025, Matt is here to break down how retailers can balance paid search and SEO to drive real performance growth. RESOURCES Croud: https://croud.com/ eTail Palm Springs: https://etailwest.wbresearch.com/ Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show 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…

The Agile Brand with Greg Kihlström®

1
#647: Achieving retail media success with Ben Dutter, Power Digital 24:40

24 days ago24:40

24:40

We are here at eTail Palm Springs and seeing and hearing the latest and greatest in e-commerce and retail. Retail media plays a critical role, but are advertisers wasting money without realizing it? Many brands are spending big on retail media ads—but how many of those customers would have bought the product anyway? Today, I’m joined by Ben Dutter, Chief Strategy Officer at Power Digital, a leader in data-driven marketing strategies. Ben has helped brands optimize their retail media investments by focusing on incrementality—ensuring that every ad dollar spent is driving actual new revenue, not just cannibalizing organic sales. RESOURCES eTail Palm Springs: https://etailwest.wbresearch.com/ Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brightest minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show 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…

The Agile Brand with Greg Kihlström®

1
#646: AI in e-commerce with Oren Inditzky, Wix 23:14

26 days ago23:14

23:14

We are here at eTail Palm Springs and seeing and hearing the latest and greatest in e-commerce and retail. Starting an online store is easier than it used to be, but aren’t there still a ton of things you need to know, plus all the coding and API integrations you need to do? Today we’re going to talk about AI in e-commerce and how low-code and no-code platforms are democratizing retail so it’s easier than ever to run and scale online businesses. To help me discuss this topic, I’d like to welcome Oren Inditzky, VP and GM of Online Stores at Wix. Oren Inditzky is the VP and GM of Online Stores at Wix. He is responsible for Product Management, Engineering, UX, Design, Data and Operations for Wix ecommerce website builder, powering more than 700K online stores worldwide. Prior to Wix Oren worked as Head of Product at Expedia and a Director of Product Management at Dell, leading cross-functional global teams, responsible for mass-market mobile apps, e-Commerce and SaaS. RESOURCES eTail Palm Springs: https://etailwest.wbresearch.com/ Wix: https://www.wix.com Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show 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…

The Agile Brand with Greg Kihlström®

1
#645: Building brand trust with Aman Advani, CEO of Ministry of Supply 21:02

28 days ago21:02

21:02

We are here at eTail Palm Springs and seeing and hearing the latest and greatest in e-commerce and retail. When brand trust is everything, how do companies ensure they aren’t just talking about values but actually demonstrating them in ways that resonate with increasingly savvy and socially conscious consumers? Joining us today is Aman Advani, CEO of Ministry of Supply. Ministry of Supply is known for revolutionizing performance professional wear by blending technology, sustainability, and comfort into their apparel and today we’re going to talk about how brands engage with socially conscious consumers and bridging the gap between in-store and digital experiences to create seamless, omnichannel shopping journeys. RESOURCES eTail Palm Springs: https://etailwest.wbresearch.com/ Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Listen to The Agile Brand without the ads. Learn more here: https://bit.ly/3ymf7hd Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show 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…

The Agile Brand with Greg Kihlström®

1
#644: AI-augmented human recommendations for retail customers with Noah Zamansky, Stitch Fix 27:12

4 weeks ago27:12

27:12

We are here at eTail Palm Springs and seeing and hearing the latest and greatest in e-commerce and retail. Question: Do you need to choose between AI and human recommendations as a customer? Why not have both? After all, don’t each have their strengths? AI in the retail experience is all the rage these days, but today I’m talking with someone from a brand that has been incorporating AI-personalized experiences and shopping combined with expert human recommendations for over 14 years, and continues to innovate today. Today we’re going to talk about how AI-based personalization plus human creativity and input makes an amazing customer experience at Stitch Fix. To help me discuss this topic, I’d like to welcome Noah Zamansky, Vice President of Product and Client Experience at Stitch Fix. About Noah Zamansky Noah Zamansky serves as the Vice President of Product and Client Experience at Stitch Fix, where he leads cross-functional teams spanning Product, Design, Engineering, Algorithms, and Platform Development. A seasoned leader, Noah has a proven track record of shaping product vision and strategy, designing exceptional user experiences, and spearheading the launch of new business ventures. Before joining Stitch Fix, Noah held the role of Senior Director of Product Management at eBay, overseeing Fashion and Vertical Experiences. Resources Stitch Fix: https://www.stitchfix.com eTail Palm Springs: https://etailwest.wbresearch.com/ Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Listen to The Agile Brand without the ads. Learn more here: https://bit.ly/3ymf7hd Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show 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…

The Agile Brand with Greg Kihlström®

1
#643 Disrupting the recruiting world by combining humans and AI with Heidi Golledge, Jobot 34:04

5 weeks ago34:04

34:04

In an era where AI is reshaping industries, can technology ever truly replicate the nuance and intuition of human judgment in hiring, or is the future all about finding the perfect balance between man and machine? Joining us today is Heidi Golledge, CEO and Founder of Jobot. A three-time EY Entrepreneur of the Year award winner, Heidi is redefining the recruiting landscape by blending cutting-edge AI with human expertise. Known for her transformative “No Jerks Allowed” policy and her dedication to fostering inclusive, people-first workplaces, Heidi brings unparalleled insights into building authentic company cultures and disrupting the staffing industry. Heidi Golledge is a visionary entrepreneur with a passion for connecting good people to good jobs. As the founder and CEO of Jobot, she has developed an AI-powered platform that merges cutting-edge technology with a human-centered approach, transforming how talent and opportunities connect within the staffing and recruiting industry. A three-time EY Entrepreneur of the Year award winner, Heidi has successfully scaled multiple businesses, including CareerBliss, a platform dedicated to workplace happiness, and another venture that achieved a $100M+ exit. Her leadership at Jobot is driven by a culture of kindness, respect, innovation, and connection, empowering both individuals and organizations to thrive. RESOURCES Jobot: https://www.jobot.com Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Listen to The Agile Brand without the ads. Learn more here: https://bit.ly/3ymf7hd Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show 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…

The Agile Brand with Greg Kihlström®

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#642: Building brand loyalty by storydoing, with Dawn Fichot, Brompton Bicycle 28:46

5 weeks ago28:46

28:46

When it comes to building brand loyalty, are you doing enough to turn your brand story into real-life, customer-driven experiences? Today, we’re joined by Dawn Fichot, the Head of Marketing for North America at Brompton Bicycle. Brompton is renowned for its iconic folding bikes, but the brand’s impact goes far beyond the product. With a focus on building loyal communities, creating meaningful partnerships, and delivering exceptional customer experiences, Brompton has become a global leader in cycling culture. Dawn is here to share how Brompton engages its diverse community, innovates through “storydoing,” and creates immersive brand experiences across its retail and digital channels. Dawn Fichot is the Head of Marketing, NA for Brompton Bicycles. Dawn joined Brompton last spring to rapidly grow awareness of the brand and fulfill Brompton’s long-term vision to transform how people live and get around in cities. Before joining Brompton, Dawn was the Founder & CEO of Racked Stretch, NYC’s first boutique stretching studio. Prior to that, she was the Global Head of Campaign Management for HSBC out of London and had started her career in the Sports & Sponsorship team at Edelman. RESOURCES Brompton Bicycle: https://us.brompton.com/ Don't miss Medallia Experience 2025, March 24-26 in Las Vegas: Registration is now available: https://cvent.me/AmO1k0 Use code MEDEXP25 for $200 off registration Register now for HumanX 2025. This AI-focused event which brings some of the most forward-thinking minds in technology together. Register now with the code "HX25p_tab" for $250 off the regular price. Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show 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…

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