The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX

What if your most persistent customer complaint wasn't a flaw to be fixed, but a key that could unlock an entirely new business model? Agility requires not just the ability to pivot, but the organizational courage to act on customer insights—even when those insights challenge your most fundamental business assumptions. It’s about being willing to dismantle something that works in order to build something that works better. Today, we're going to talk about CX that pays off and how both achieving and demonstrating ROI is key to becoming a truly insights-driven organization. We'll explore how a major brand listened to a difficult truth from its customers and completely transformed its marketplace strategy, turning a major pain point into a massive competitive advantage. And we’re doing it live from Las Vegas at the Medallia Experience 2026 event here at the Wynn Resort.To help me discuss this topic, I'd like to welcome, Courtney Owumi, VP of Consumer Experience and Membership Engagement at Shipt. About Courtney Owumi Courtney Owumi is a seasoned marketing executive with over a decade of experience in consumer insights and loyalty marketing strategy. She currently serves as the Vice President of Consumer Experience & Membership Engagement at Shipt, where she leads Product Marketing, Consumer Insights & Strategy, and Membership Engagement to deliver a best-in-class experience for Shipt members and provide extended value for Target Circle 360 members. Prior to her time at Shipt, Courtney served on Target’s corporate strategy team, and prior to that worked in management consulting, focusing on e-commerce fulfillment strategy for retail clients. Her expertise spans across corporate strategy, retail, consumer packaged goods, and the gig economy, reflecting her versatility and forward-thinking mindset. Courtney Owumi on LinkedIn: https://www.linkedin.com/in/courtneyowumi/ Resources Shipt: https://www.shipt.com Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://aglbrnd.co/r/c43e68ce5cfb321e The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703 Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 Medallia: https://www.medallia.com Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 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://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com 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

What happens when you tie a quarter of every employee’s variable compensation not to sales targets, but to customer experience metrics? Agility requires more than just speed; it demands a shared purpose that translates into a unified system for listening, learning, and acting at an enterprise scale. It's about connecting every function of the business to the client's reality in real-time. Today, we are here at Medallia Experience at the Wynn Resort in Las Vegas, and we're going to talk about what it takes to transform a massive organization by moving client experience from a siloed function to the core of the enterprise operating model, tying it directly to employee compensation and billions in revenue growth. To help me discuss this topic, I'd like to welcome, Stephanie Leheta, Sr. Director, Client Experience Strategy at CIBC. About Stephanie Leheta Stephanie Leheta on LinkedIn: https://www.linkedin.com/in/stephanie-leheta-mba-ccmp-pmp-ccxp-435a8113/ Resources CIBC: https://cibc.com/ Medallia: ⁠https://www.medallia.com Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://incogni.com/agile  The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://ratethispodcast.com/agile 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 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

What if one of your most valuable CX analysts isn't even a person? Agility requires not just collecting data, but closing the gap between insight and action at scale. This means empowering every level of the organization, from the frontline to the C-suite, with the right information at the right time to make smarter, faster decisions. Today, we're going to talk about moving beyond the score. We'll explore how Generative AI is shifting the discipline of customer experience from a reactive, score-chasing exercise to a proactive, problem-solving engine. We’ll get practical about how a very lean team at a massive organization can leverage these tools to drive real business impact, especially when faced with an overwhelming amount of data. We are here in Las Vegas at Medallia Experience 2026 and to help me discuss this topic, I'd like to welcome, Alyse Fuller, Customer Experience Program Manager at United Rentals. About Alyse Fuller Alyse specializes in seeking solutions that elevate the customer journey across every touchpoint. She believes in coordinating insights from customers with ideas from internal teams to drive customer experience (CX) improvements that align with broader organizational goals. By translating real-world experiences into actionable strategies, she contributes to the responsive, efficient, and customer-centric culture at United Rentals. Alyse Fuller on LinkedIn: https://www.linkedin.com/in/alysefuller/ Resources United Rentals: https://www.unitedrentals.com/ Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://incogni.com/agile  The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/ Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://advertalize.com/r/faaed112fc9887f3 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 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

Did your brand just spend $7 million on a 30-second ad that alienated or ignored half its potential audience? Agility requires a willingness to challenge long-held assumptions—like the idea that a celebrity and a massive budget are all you need for a winning Super Bowl ad. It demands that brands move from gut feelings to data-driven insights to understand what truly resonates with their audience. Today, we're going to talk about the biggest advertising event of the year: the Super Bowl. Millions of dollars are spent, careers are made, and brands have one 30-second shot to capture the zeitgeist. But beyond the spectacle and the morning-after buzz, what actually drives results? We'll dig into the data behind the ads, exploring which brands successfully connected with key audiences, what the data says about using celebrities, and how the smartest brands think about the Super Bowl not as a single event, but as a strategic play in a much larger game.To help me discuss this topic, I'd like to welcome, Nataly Kelly, CMO at Zappi. About Nataly Kelly Nataly Kelly is Chief Marketing Officer at Zappi, based in Boston, MA. Previously she served at HubSpot as Vice President of Marketing, Vice President of International Operations and Strategy, and Vice President of Localization. Nataly Kelly on LinkedIn: https://www.linkedin.com/in/natalykelly/ Resources Zappi: https://www.zappi.io Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://incogni.com/agile The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Get the Zappi Lessons in Advertising: Super Bowl LX report: https://www.zappi.io/web/learnings-from-super-bowl-ads-2026/Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://advertalize.com/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com 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 a world without third-party cookies, is your customer loyalty program your most valuable asset, or your biggest missed opportunity? Agility requires a fundamental shift from viewing loyalty as a transactional rewards program to embracing it as a dynamic, data-driven engine for the entire customer experience. It demands that brands are able to listen, predict, and adapt to customer needs in real time. Today, we're going to talk about the evolution of customer loyalty from a simple marketing tactic to a core enterprise strategy. With the erosion of traditional data sources and the rise of AI, the way brands build lasting relationships is undergoing a radical transformation, and we’re going to explore what it takes to win in this new landscape. To help me discuss this topic, I'd like to welcome, Jim Sturm, President of North America at Capillary Technologies. About Jim Sturm Jim Sturm is Capillary's President of North America. He holds a bachelor’s degree in science from the State University of New York. He joined Capillary Technologies in January 2021 and is responsible for leading global strategy, driving revenue growth, and managing high-performing sales teams to achieve business targets. Prior to Capillary, he was associated with Brierley + Partners, Inc. as their president and chief executive officer. Jim Sturm on LinkedIn: https://www.linkedin.com/in/jim-sturm-4447a15/ Resources This episode is brought to you by Capillary Technologies, a global leader in AI-powered loyalty and customer engagement. Trusted by 400+ brands—including 19 Fortune 500 companies—Capillary helps retailers and consumer brands drive customer retention and repeat purchases through personalized loyalty programs and experiences. Learn more at https://www.capillarytech.com/ Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://incogni.com/agile  Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://advertalize.com/r/faaed112fc9887f3 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 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

Is your brand's biggest vulnerability a traditional competitor, or your organization’s inability to execute your strategy consistently across every single customer touchpoint? Agility requires more than just a fast-moving central team. It requires creating a resilient system that empowers distributed teams to execute flawlessly while adapting to local needs. Today, we're going to talk about that critical, and often broken, link between marketing strategy and frontline execution. It's the ‘last mile’ problem where brilliant campaigns can fall apart in the hands of local dealers, franchisees, or regional managers, leading to inconsistent customer experiences and wasted resources. We'll explore how to bridge this gap, moving from one-off campaigns to a cohesive marketing system. To help me discuss this topic, I'd like to welcome, Andy Baker, CEO & Founder at Sesimi. About Andy Baker Andrew Baker is the Founder and CEO of Sesimi, a global brand management and creative automation platform designed to help distributed organisations deliver consistent, compliant and high-impact marketing at scale. Since founding Sesimi in 2010, Andrew has shaped the company’s vision, product and global footprint, building both a world-class team and an international partner network to support enterprise customers around the world. Under Andrew’s leadership, Sesimi has delivered large-scale SaaS solutions across four continents for some of the world’s leading automotive brands and other complex, multi-location organisations. His deep expertise in aligning marketing strategy with real-world execution has been instrumental in Sesimi’s international growth and the platform’s ability to solve persistent challenges around brand governance, localisation and creative production. Before founding Sesimi, Andrew built a strong foundation in finance and commercial strategy, beginning his career at KPMG, GE Finance and Sallie Mae. He later transitioned into advertising, leading a boutique agency responsible for Volkswagen Commercial Vehicles in Australia — work that involved developing and delivering Tier I, II and III retail campaigns across all media channels. It was through this experience, addressing the operational complexity of brand and campaign execution across dealer networks, that the idea for Sesimi was born. Andrew holds a Master of Finance and a Bachelor of Business from RMIT University, and brings more than two decades of experience building and leading high-performing teams — both locally and remotely — to support enterprise-grade customers in rapidly evolving markets. Andy Baker on LinkedIn: https://www.linkedin.com/in/andrew-baker-87775038/ Resources Sesimi: www.sesimi.com Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://incogni.com/agile  The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://advertalize.com/r/faaed112fc9887f3 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 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

What if the biggest threat to your brand’s integrity isn't a competitor, but the sheer volume of unmanaged, ungoverned, and untraceable content your own teams are creating every single day? Agility requires more than just speed; it demands a solid foundation of control and intelligence. It's the ability to create, adapt, and deploy content at the pace of the market without sacrificing governance, consistency, or compliance. Today, we're going to talk about the content paradox facing modern enterprises. While the demand for personalized, omnichannel experiences is causing content creation to accelerate at an unprecedented rate, the systems to manage, govern, and measure its impact often can't keep up. We'll explore how to turn this content chaos into a competitive advantage, the role of AI not just as a creation tool but as a workflow agent, and why the future of marketing will be measured in outcomes, not output. To help me discuss this topic, I'd like to welcome, Luke Roberts, Global Director, Digital Strategies & Growth at Bynder. About Luke Roberts Luke Roberts serves as Global Director of Digital Strategies and Growth at Bynder, a global leader in AI-powered enterprise DAM. With nearly two decades of experience across local, regional, and global roles at Mazda Corporation, he brings first-hand experience in complex content ecosystems and digital transformation. Today, Luke helps brands overcome content complexity and deliver exceptional content experiences at scale with strategically deployed AI-powered DAM. Luke Roberts on LinkedIn: https://www.linkedin.com/in/luke-roberts-5ba3941a Resources Bynder: https://www.bynder.com/en/ The 2026 State of DAM Report is available here. Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://incogni.com/agile The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://advertalize.com/r/faaed112fc9887f3 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 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

As every brand rushes to adopt generative AI, what if the greatest competitive advantage is no longer about speed and scale, but about sounding uniquely, verifiably human? Agility requires moving beyond the hype of new technology to strategically apply it for true differentiation. It’s about being smart and selective, not just fast. Today, we're going to talk about a paradox at the heart of modern marketing. Generative AI has promised unprecedented scale and personalization, but for many, it's delivering a sea of sameness where brand voice gets lost. We’ll explore how to break free from this generic output, moving from a reactive "test and learn" model to a predictive one, and discuss the critical balance of combining AI's power with essential human expertise to maintain brand soul, safety, and performance across countless channels. To help me discuss this topic, I'd like to welcome, Toby Coulthard, Chief Product & Growth Officer at Jacquard. About Toby Coulthard Toby Coulthard is Chief Product & Growth Officer at Jacquard. Toby Coulthard on LinkedIn: https://www.linkedin.com/in/toocou/ Resources Jacquard: https://www.jacquard.com/ Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://incogni.com/agile  The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Check out The Array, Jacquard's podcast: https://www.jacquard.com/the-array-podcast-series/ Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://incogni.com/agile  Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://ratethispodcast.com/agile 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 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

As a marketing leader, you often spend so much time on the strategies and tactics that keep your brand growing that it’s difficult to keep up with what’s going on in the background with the platforms and the companies behind them. While agility requires a flexible technology stack, it also requires a leadership mindset that can distinguish market noise from genuine strategic opportunity, and filter out the hype to understand the shifts that can impact customers and the bottom line. The ability to pivot your people, processes, and platforms in response to major market shifts is no longer a nice to have, but rather a competitive advantage. Today, I’m excited to talk with our 2026 Resident Expert on the CX and MarTech platform landscape. We’re going to focus on the business and business opportunities that mergers, acquisitions, and big moves in the market provide to these platforms’ customers. Our focus today is going to be a recap of market activity in 2025 with an eye towards what to expect in 2026. To help me discuss this topic, I'd like to welcome, Bill Staikos, Founder at Be Customer Led.About Bill Staikos Bill Staikos on LinkedIn: https://www.linkedin.com/in/billstaikos/ Resources Be Customer Led: https://becustomerled.com/ Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://incogni.com/agile  The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://advertalize.com/r/faaed112fc9887f3 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 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

With every board member and CEO demanding a generative AI strategy yesterday, how much of the conversation is about creating real business value versus simply not being left behind? Agility requires more than just speed; it demands a fundamental shift in how we approach problem-solving and storytelling, especially when a technology like AI re-writes the rulebook. Today, we're going to talk about the real tension that exists between the incredible promise of generative AI and the practical, often messy reality of enterprise adoption. We'll explore how to bridge the gap between deeply technical products and the clear, compelling narratives that actually convince customers and boards to invest. To help me discuss this topic, I'd like to welcome, Sharon Argov, CMO at AI21 Labs. About Sharon Argov Sharon Argov on LinkedIn: https://www.linkedin.com/in/sharonargov/ Resources AI21 Labs : https://www.ai21.com/ Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://incogni.com/agile  The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://advertalize.com/r/faaed112fc9887f3 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 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

We've spent years trying to make our chatbots sound more human, which is great. But what if the larger goal should have also been to make them as useful as possible while we’re at it? Agility requires more than just adopting the latest technology; it demands a fundamental rethinking of customer engagement, moving from reactive responses to proactive problem-solving. Today, we're going to talk about the next evolution of AI in customer service. As more companies turn to automation to manage scale and efficiency, the real challenge isn’t just implementing a chatbot; it’s ensuring that technology actively solves problems and enhances the customer relationship, rather than just deflecting tickets. To help me discuss this topic, I'd like to welcome, Alan Ranger, VP Marketing at NiCE Cognigy. About Alan Ranger Alan Ranger is VP of Marketing at NiCE Cognigy, the global leader in enterprise AI agents. With over 30 years of experience in tech, Alan has led growth strategies at both startups and public software companies. At NiCE Cognigy, he helps organizations adopt AI that delivers real business value reducing costs while improving customer satisfaction. Prior to NiCE Cognigy, Alan led global market development at LivePerson, where he helped double revenues. He now leads NiCE Cognigy’s expansion in the US and UK and works closely with clients to deploy AI that scales. Alan Ranger on LinkedIn: https://www.linkedin.com/in/aranger/ Resources NiCE Cognigy: https://www.cognigy.com Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://incogni.com/agile  The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://advertalize.com/r/faaed112fc9887f3 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 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

What if the biggest risk to your marketing AI strategy isn't the technology itself, but the org chart it's fracturing? Agility requires more than just speed; it demands a framework of trust and collaboration. When it comes to AI, this means your ability to innovate is directly tied to your ability to partner effectively across the organization, especially with IT and security. Today, we're going to talk about a critical tension point in the modern enterprise: Marketing is moving at the speed of AI, adopting powerful, often low-code tools to drive results. But this speed creates new complexities and risks, disrupting traditional roles and processes. Success is no longer just about having the best tech stack; it’s about forging a strategic partnership between the CMO and IT leaders to balance innovation with governance, and productivity with security. To help me discuss this topic, I'd like to welcome, Renu Upadhyay, Chief Marketing Officer at Omnissa. About Renu Upadhyay Renu Upadhyay is SVP & CMO at Omnissa, leading global marketing strategy, demand generation, product and solution marketing and brand to establish Omnissa as the leading digital work platform company. Renu is an experienced technology marketer with a deep understanding of products, industry, and customers spanning mobile, wireless networking and collaboration solutions across large and mid-size organizations. Prior to Omnissa, she served as vice president of Marketing for VMware’s End-user Computing (EUC) business. In that role, she led marketing strategy and was responsible for customer messaging, demand, content marketing, sales and technical enablement, and product pricing strategy. She oversaw marketing programs and campaigns for EUC’s comprehensive portfolio of solutions including employee engagement programs. Prior to VMware, Renu held senior product marketing roles at leading companies including Good Technology, Cisco Systems and AT&T Wireless. Renu Upadhyay on LinkedIn: https://www.linkedin.com/in/renuupadhyay/ Resources Omnissa: https://www.omnissa.com/ Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://incogni.com/agile  The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://advertalize.com/r/faaed112fc9887f3 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 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

When an AI agent makes a decision that costs your company millions in a lawsuit, who do you fire? Agility requires both the speed to adopt new technologies like AI agents, as well as the foresight to build the guardrails that prevent that speed from driving your brand off a cliff. Today, we're going to talk about the hidden crisis brewing behind the AI revolution: the accountability gap. As companies race to replace roles with autonomous AI agents, a critical question is being ignored: when an agent makes a biased, unethical, or simply wrong decision that harms a customer or an employee, who is actually responsible? This isn't a future problem; it's happening right now, and it poses a massive threat to brand trust, customer relationships, and legal standing. To help me discuss this topic, I'd like to welcome, Albert Castellana, Co-Founder & CEO at GenLayer. About Albert CastellanaAlbert Castellana is Co-Founder & CEO at GenLayer. A serial crypto entrepreneur since 2013, Albert has co-founded and led major blockchain projects including Radix DLT, NEM.io, BadgerDAO, and StakeHound, reaching over $25B in combined market value. Albert brings extensive experience in decentralized finance and governance. Albert’s leadership is driven by firsthand insight into how existing legal systems fall short for digital assets, fueling his passion to create a trustless, global arbitration layer. Albert Castellana on LinkedIn: https://www.linkedin.com/in/acastellana/ Resources GenLayer: https://www.genlayer.com Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: ⁠https://incogni.com/agile⁠  The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://ratethispodcast.com/agile 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 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

For years, we've heard about AI transforming software development. But what if that same level of agentic, AI-driven collaboration could be applied not just to writing code, but to writing your entire go-to-market playbook? Agility requires that your go-to-market teams operate at the speed of insight, not at the speed of manual data entry and fragmented workflows. This means empowering them with tools that don't just provide data, but automate action based on strategic intent. Today, we're going to talk about the concept of an 'agentic' go-to-market platform, where AI doesn't just assist, but actively collaborates with sales and marketing teams to automate entire workflows, from strategy to execution. To help me discuss this topic, I'd like to welcome, Marcio Arnecke, Chief Marketing Officer at Apollo.io. About Marcio Arnecke As Apollo.io's Chief Marketing Officer, Marcio Arnecke brings a visionary approach to scaling high-growth B2B SaaS marketing in the AI-driven sales landscape. With over two decades of experience driving revenue acceleration across global markets, he has consistently transformed early-stage technology companies into market-defining brands. His expertise in AI-powered go-to-market strategies uniquely positions him to accelerate Apollo's mission of empowering sales teams through intelligent data and automation. Previously, he played a pivotal role in scaling marketing functions at SaaS giants like Intercom and Zendesk, where he drove remarkable growth from $40M to $1.7B, culminating in a successful IPO that raised $100 million in 2014. Leveraging his comprehensive background in demand generation, product marketing, and strategic storytelling, Marcio is focused on positioning Apollo as the go-to AI sales platform for SMB and mid-market teams. His approach combines data-driven insights with targeted narrative strategies, translating Apollo's technological capabilities into practical business value. Drawing from his global experience across Silicon Valley and international markets, Marcio aims to expand Apollo's brand and demonstrate how AI can meaningfully improve sales engagement for growing businesses. Marcio holds advanced degrees from Stanford University's Graduate School of Business and Golden Gate University, complemented by a BS in Business Administration from Universidade Feevale in Brazil. Marcio Arnecke on LinkedIn: https://www.linkedin.com/in/marcioarnecke/ Resources Apollo.io: https://www.apollo.io Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://incogni.com/agile  The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://ratethispodcast.com/agile 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 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

What happens when your best customer is no longer a person, but an AI agent acting on their behalf? Agility requires not just adapting to new technologies, but fundamentally rethinking the customer journey when those technologies change the very definition of a customer. It demands a proactive stance on what’s next, rather than a reactive one. Today, we're going to talk about the seismic shifts happening in e-commerce, fresh off the floor of NRF 2026, and what it all means for the year ahead. We’ll explore the real-world impact of AI on the customer experience, the rise of agentic commerce, and how marketing leaders can prepare for a future that’s arriving faster than anyone expected.To help me discuss this topic, I'd like to welcome back Lena Moriarty, Head of Marketing at eTail. About Lena Moriarty Lena Moriarty is the Head of Marketing at eTail, the conference community designed to power your growth 365 days a year. At eTail, she takes charge on all things omnichannel marketing and strategy, from point A to point Z. Lena Moriarty on LinkedIn: linkedin.com/lenamoriarty Resources eTail Palm Springs: https://etailwest.wbresearch.com/ The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://ratethispodcast.com/agile 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 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

For the last two decades, marketers have lived by the decisions one company has made and the experience customers have with that company’s search bar (and in many cases, browser). But what happens when Google is dethroned by an AI? Agility requires not just adapting to new channels, but fundamentally rethinking the entire customer discovery journey when the rules are rewritten overnight. It’s about moving from optimizing for keywords to influencing AI-driven conversations. Today, we're going to talk about the rise of AI browsers and Generative Engine Optimization, or GEO. Whether it’s using ChatGPT or Perplexity to search the web or with tools like OpenAI’s Atlas browser, we’re seeing a convergence of search, shopping, and conversation that could fundamentally change how brands are discovered, evaluated, and purchased, creating a new battleground for customer data and attention. To help me discuss this topic, I'd like to welcome, Imri Marcus, CEO and Co-Founder at Brandlight. About Imri Marcus Imri Marcus is the CEO and Co-Founder of Brandlight AI, the strategic data and influence partner for Fortune 500 enterprises navigating the shift to AI-driven consumer discovery. A serial entrepreneur with multiple successful exits in the media and AI sectors, Imri is now focused on empowering the world’s leading brands to own their narrative in this new, zero-sum marketing channel. Imri earned a Bachelor of Business Administration from Reichman University and splits his time between Tel Aviv and New York. Imri Marcus on LinkedIn: https://www.linkedin.com/in/imri-marcus-89074a79 Resources Brandlight: https://www.brandlight.ai/ The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://ratethispodcast.com/agile 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 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

When 62% of your customers are making decisions based on deals and discounts, is investing in premium customer experience a luxury you can still afford, or is it the only thing that can actually save you? Agility requires brands to move beyond seasonal planning and into a state of continuous listening. It’s about having the insight and infrastructure to pivot your customer experience strategy in real-time based on economic signals and shifting consumer priorities. Today, we're going to talk about decoding the often-conflicting signals consumers sent during the last holiday season. Five9 posted some of their findings in a report that we’ll link out to in the show notes. We'll explore how deep-seated economic pressures are reshaping shopping habits, and how AI is moving from a back-office tool to a front-line differentiator that can deliver both the savings customers crave and the experiences that build loyalty. To help me discuss this topic, I'd like to welcome, Jenn Edwards, VP of Customer Experience at Five9. About Jenn Edwards Jenn Edwards is an accomplished professional in customer experience and marketing, currently serving as the VP of Customer Experience at Five9. With a robust background that includes roles such as Marketing and Customer Experience Advisor at JME Consulting and Co-Founder of Community Art Collaborative, Jennifer has demonstrated strong leadership and innovative thinking. Previously, Jennifer held the position of Americas Field Marketing Leader at Cisco and served as VP Global Demand at WalkMe™. Educationally, Jennifer holds a Master of Science in Telecommunications Management from UCL and a Bachelor of Science in Marketing/International Business from Manhattan College. Jenn Edwards on LinkedIn: https://www.linkedin.com/in/jennifermaciveredwards/ Resources Five9: https://www.five9.com/ The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://ratethispodcast.com/agileConnect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com 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

Retail Media Networks are generating billions of dollars, but not all brands benefiting from them equally. Agility requires more than just shifting budgets to the newest channel; it demands a fundamental rethinking of how internal teams collaborate and how technology is applied to the unique environment of retail. Today, we're going to talk about the nuanced reality of Retail Media Networks. They represent one of the biggest shifts in marketing, but many brands are finding that the playbook from traditional digital advertising doesn't quite translate. We'll explore why simply plugging in programmatic tools isn't the silver bullet it's promised to be, how to navigate the internal budget battles between trade and media teams, and what it really takes for AI to deliver on its potential in a retail context. To help me discuss this topic, I'd like to welcome, Dave Simon, President of In-Store Marketplace at ISM. About Dave Simon David Simon, EVP of Advertising for Mood Media and President of Vibenomics and In-Store Marketplace (ISM), is a seasoned ad tech executive with extensive experience driving programmatic advertising growth across mobile app, CTV and web platforms. As former Chief Revenue Officer at Fyber, he led the mobile app ad monetization platform from $100 million to $500 million in revenue before its acquisition by Digital Turbine. His career spans leadership positions at Moloco, Jounce Media, Verizon Media, Vidible (acquired by AOL), Turn, Right Media and Yahoo. Simon specializes in programmatic strategy, marketplace development and bridging supply-demand gaps in retail media advertising. Dave Simon on LinkedIn: https://www.linkedin.com/in/davidjsimon/ Resources ISM: https://instoremarketplace.com/ The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://ratethispodcast.com/agile 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 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 a world obsessed with Martech optimization and AI, is the most overlooked competitive advantage simply understanding how the human brain actually works? Agility requires more than just adapting to new technologies; it requires a deep, empathetic understanding of the timeless human behaviors that drive customer decisions. Today, we're going to talk about the intersection of marketing and human psychology. We'll explore how understanding cognitive biases and behavioral science isn't just an academic exercise, but a critical tool for creating more effective customer experiences, more persuasive messaging, and ultimately, a more resilient and agile brand. To help me discuss this topic, I'd like to welcome, Phill Agnew, Host of Nudge Podcast at Nudge Podcast. About Phill Agnew Phill Agnew hosts Nudge, the UK's #1 marketing podcast. It's a critically acclaimed behavioural science show that has featured world-renowned guests such as Richard Shotton, Rory Sutherland, Tali Sharot, Jonah Berger, Dan Pink, and Chris Voss. With a knack for demystifying complex psychological concepts, Phill translates cutting-edge behavioural science into actionable insights for marketers, business leaders, and everyday professionals. His podcast has been downloaded by hundreds of thousands across the globe, establishing Phill as a trusted voice in behavioural marketing.,Yes,This has been completed Phill Agnew on LinkedIn: https://www.linkedin.com/in/phill-agnew/ Resources Nudge Podcast: https://www.nudgepodcast.com/ The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://ratethispodcast.com/agileConnect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com 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

What if I told you that for every new dollar you’ve added to your marketing budget in the last two years, your actual impact on customers has gone down? Agility requires moving beyond the muscle memory of simply increasing ad spend. It demands a continuous reassessment of what truly connects with customers and a willingness to pivot creative strategy based on real-time cultural and emotional insights. Today, we're going to talk about a paradox that's likely keeping many marketing leaders up at night: the massive increase in global ad spend versus the startling drop in marketing impact. It's what Shutterstock's latest research calls the "impact gap," and we'll explore why the old playbook of just spending more is broken, and what the new drivers of success—like emotional connection, cultural relevance, and AI-powered personalization—actually look like in practice. To help me discuss this topic, I'd like to welcome, Allison Sitzman, Vice President of Brand Strategy at Shutterstock. About Allison Sitzman Drawing on over 20 years of experience, Allison Sitzman is a strategic marketing leader who helps brands navigate inflection points, translating customer insight into growth and differentiation. Allison leads Shutterstock’s Brand Strategy organization, overseeing the global brand portfolio. She is responsible for defining and evolving Shutterstock’s positioning, audience strategy, and brand architecture. Allison’s leadership is focused on meaningful connection, business growth, and the consistent expression of the company’s purpose to fuel great work. Beyond her marketing leadership, Allison is deeply committed to building inclusive, high-performing teams. She previously co-chaired Cox Automotive’s women’s employee resource group and now serves as co-executive sponsor of Shutterstock’s LGBTQ+ employee resource group, advocating for belonging, empathy, and emotionally intelligent leadership across creative and marketing organizations. Allison Sitzman on LinkedIn: https://www.linkedin.com/in/allisonsitzman/ Resources Shutterstock: https://www.shutterstock.com Read the Shutterstock report: The Impact Gap: Uncovering the Hidden Drivers That Make Creativity More Powerful The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://ratethispodcast.com/agile 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 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