Author, The Agile Brand; SVP Digital, Yes&; Chair, AAF National Innovation Committee
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#550: The science of CX with Martha Brooke
While we talk about customer experience a lot on this show, today’s focus is going to be a little different than some of our past conversations. Today we’re going to talk about adding science to customer experience programs, and, more specifically the science of CX surveys.
To help me discuss this topic, I’d like to welcome Martha Brooke, Chief Customer Experience Analyst at Interaction Metrics.
RESOURCES
Interaction Metrics website: https://interactionmetrics.com/
Connect with Greg Kihlström on LinkedIn: https://www.linkedin.com/in/gregkihlstrom
Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for $150 off your registration code. Register here: http://tinyurl.com/5jpwhycv
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
Check out the latest episode of The Agile World
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#549: Winning at Convervational Commerce with Stefanous Loukakos, Connectly
Today we’re going to talk about trends in conversational commerce and why retailers need to rethink the customer experience when it comes to messaging apps.
To help me discuss this topic, I’d like to welcome Stefanos Loukakos, Co-Founder and CEO of Connectly, who was previously Facebook’s Head of Messenger Business.
RESOURCES
Connectly website: https://www.connectly.ai/
Connect with Greg Kihlström on LinkedIn: https://www.linkedin.com/in/gregkihlstrom
Listen to The Agile Brand without the ads. Learn more here: https://bit.ly/3ymf7hd
Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for $150 off your registration code. Register here: http://tinyurl.com/5jpwhycv
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
Check out the latest episode of The Agile World
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#548: Staying customer-focused amidst expansion with Alice Eweida, Pandia Medical Group
In today’s competitive healthcare landscape, expanding into new markets and maintaining a focus on customer-centricity are critical for sustained growth. Joining us to discuss these challenges and opportunities is Alice Eweida, CEO of Pandia Medical Group and Pandia Pharmacy. Alice brings extensive experience in navigating both direct-to-consumer and business-to-business models in the healthcare sector.
Alice Eweida is the CEO of Pandia Health (which includes Pandia Medical Group and Pandia Pharmacy) with over 20 years of experience. She took the reins during its seed stage and joined at a time of significant growth as the organization expanded into multiple service categories, adding menopause and developing AI that guides doctors to personalize prescribing medication to best serve the individual patient’s needs.
Prior to Pandia Health, Alice led growth and brand marketing at several Series B digital health startups leveraging telemedicine for wellness, nutrition, diabetes and substance use care. Notably, she grew Boulder Care to approximately 5,000 patients and took DayTwo through a rebrand and expanded their care program from providers to mid-sized employers and national and regional payers. At Foodsmart (formerly Zipongo), she established their B2B2C enrollment and engagement programs, growing its user base to 950,000 through an employee benefits program with Fortune 500 companies, including Disney, Google, IBM and United Healthcare.
Alice spent four years at Google where her team launched Google Home, the first device with a voice-activated assistant built in, and was responsible for the integration with YouTube Red. Additionally, she spent time in their sales department to help grow advertising investments for global brands in the beauty and media sectors across Google Search, Google Display, YouTube and Google’s Marketing Platform.
Earlier in her career, Alice led product marketing at Sky TV, now a division of Comcast, for Sky Go on mobiles, tablets and games consoles. Prior to that, she was part of Vodafone’s Marketing Graduate Program. Alice holds an MA from the Oxford College of Marketing and a BA in English Language and Media Studies from the University of Birmingham in England.
RESOURCES
Pandia Health website: https://www.pandiahealth.com/
Connect with Greg Kihlström on LinkedIn: https://www.linkedin.com/in/gregkihlstrom
Listen to The Agile Brand without the ads. Learn more here: https://bit.ly/3ymf7hd
Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for $150 off your registration code. Register here: http://tinyurl.com/5jpwhycv
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
Check out the latest episode of The Agile World
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#547: Aligning brand with business strategy with Lori Poer and Nigel Dennis
Welcome to a special episode of the show, brought to you by The Office of Experience, a design-driven, digital-first, vertically integrated and collaborative agency that believes in the power of ideas and the strength of people.
In today’s episode, we explore the fascinating intersection of branding and business strategy through the lens of a recent project between Blackbaud and The Office of Experience. We are joined by Lori Poer, Vice President, Global Brand and Corporate Marketing at Blackbaud, and Nigel Dennis, Group Creative Director at The Office of Experience.
RESOURCES
Blackbaud website: https://www.blackbaud.com
The Office of Experience website: https://www.officeofexperience.com
Connect with Greg Kihlström on LinkedIn: https://www.linkedin.com/in/gregkihlstrom
Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for $150 off your registration code. Register here: http://tinyurl.com/5jpwhycv
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
Check out the latest episode of The Agile World
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#188: Special Episode: Reshaping the World of Work with TEKsystems featuring Dennis Temple and Tim Pomerleau
The future of work blurs the lines between physical and digital environments. Employees expect employers to provide a seamless user experience where they can work from anywhere, on any device. But the journey to transforming the employee experience is beset with complexity. In this 3-part series, leaders from TEKsystems share their points of view on how reimagining the digital workplace presents a unique opportunity for organizations to create more effective operating models and more engaging employee experiences.
Learn more about your ad choices. Visit megaphone.fm/adchoices
Check out the latest episode of The Agile World
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#408: AI across the enterprise, with Alice Fournier, CIO, ISS Americas
AI4, the world’s premier conference discussing artificial intelligence and its many applications for business was held August 7-9 at the MGM Grand in Las Vegas and featured some amazing speakers on important topics related to AI and business.
Today we’re going to talk about the AI4 show and some of the key insights from the show and I’m happy today to be joined again by one of the many great speakers that will be leading the conversation in a few weeks.
To help me discuss this topic, I’d like to welcome Alice Fournier, CIO at ISS Americas.
RESOURCES
Learn more about the AI4 conference: https://ai4.io/usa/
ISS Website: https://issworld.com/
The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast
Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com
Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/
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
Learn more about your ad choices. Visit megaphone.fm/adchoices
Check out the latest episode of The Agile World
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#514: Nimble customer research with Todd Horvitz, Head of Insights, HP
Today we’re going to talk about customer research, and how to do customer research in a nimble, agile way and still be incredibly effective, as well as how the practice of customer research is evolving in the age of AI.
To help me discuss this topic, I’d like to welcome Todd Horvitz, Head of Insights, Business Computing and Software.
Resources
Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/
For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com
Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for $150 off your registration code. Register here: http://tinyurl.com/5jpwhycv
Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com
Shortform makes the world’s best ideas more accessible, by creating high-quality book guides and summaries. We’re comprehensive, detailed, and add original insights and analysis. Get a FREE trial and a 20% discount by joining through our special link: https://www.shortform.com/agile
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
Check out the latest episode of The Agile World
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#513: AI & Fragmentation with Afif Khoury, SOCi
The total number of solutions in the martech Lumascape has grown to more than 11K in 2023, representing almost 7,000% growth in the space in just 12 years. The result of this growth has created too many data silos bringing massive challenges in integrating data and cleaning data to use for analytics and AI.
Today we’re going to talk about data and platform fragmentation and how there is a risk of this worsening as new AI platforms and data sources are adopted. So what do marketers do to balance the need to try new things while not risking fragmentation?
To help me discuss this topic, I’d like to welcome Afif Khoury, CEO of SOCi.
Resources
SOCi website: https://www.meetsoci.com
Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/
For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com
Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for $150 off your registration code. Register here: http://tinyurl.com/5jpwhycv
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
Check out the latest episode of The Agile World
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#512: When "unmanaging" is the best way to manage teams, with Jack Skeels, AgencyAgile
Today we’re going to talk about effective management of teams, even when that means you need to “unmanage” them - and we’ll talk a lot more about what that means.
To help me discuss this topic, I’d like to welcome Jack Skeels, CEO & Founder of AgencyAgile and author of the book Unmanaged: Master the Magic of Creating Empowered and Happy Organizations.
Resources
Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/
For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com
Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for $150 off your registration code. Register here: http://tinyurl.com/5jpwhycv
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
Check out the latest episode of The Agile World
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#511: Brand engagement in a socially conscious market, with Taylor Bennett, DoorDash
Today, we're diving deep into the role of brands in today's socially conscious market. We'll explore the intricacies of engaging with social issues, navigating the challenges of fragmented audiences, and the importance of a brand crafting and owning its narrative. These discussions are crucial for understanding how major brands approach their public affairs strategy in a world where every action and policy is scrutinized.
To help me unpack these topics, I’d like to welcome Taylor Bennett, Global Head of Public Affairs at DoorDash.
Resources
Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/
For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com
Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for $150 off your registration code. Register here: http://tinyurl.com/5jpwhycv
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
Check out the latest episode of The Agile World
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#510: Missed opportunities with AI and CX with Tony Grout, Showpad
As we talk about a lot on this show, organizations are investing in AI technologies more than ever and integrating them into existing systems to train sales and revenue teams to help their connections with audiences. However, despite its advancements, significant missed opportunities exist in maximizing AI’s potential.
Today we’re going to talk about missed opportunities for AI in the customer experience and what brands can do to embrace and benefit from them.
To help me discuss this topic, I’d like to welcome Tony Grout, Chief Product and Technology Officer at Showpad, a sales enablement platform.
Resources
Showpad website: https://www.showpad.com
Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/
For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com
Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for $150 off your registration code. Register here: http://tinyurl.com/5jpwhycv
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
Check out the latest episode of The Agile World
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#509: Optimizing the patient experience with Michael Burke and Josh Byrd from Copient Health
Today we’re going to talk about optimizing the patient experience by looking at ways to optimize the operational efficiency—and in this case the operating room efficiency—at hospitals, by using machine learning tools. We’ll also talk about several other use cases for AI and ML in healthcare.
To help me discuss this topic, I’d like to welcome Michael Burke (CEO) and Josh Byrd (CMO), Copient Health.
Resources
Copient Health website: https://www.copienthealth.com
Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/
For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com
Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for $150 off your registration code. Register here: http://tinyurl.com/5jpwhycv
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
Check out the latest episode of The Agile World
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#508: The self-optimizing enterprise with Don Schuerman, CTO at Pega
There is no question that greater reliance on predictive analytics, enhanced automation, and the capabilities of generative AI are helping to shape the enterprise of tomorrow.
Today we’re going to talk about building the self-optimizing enterprise, and how data, collaboration, and workflow optimization work together to create an organization where human creativity and innovation work seamlessly with artificial intelligence.
To help me discuss this topic, I’d like to welcome Don Schuerman, CTO & VP of Product Strategy & Marketing at Pega.
Resources
Pega website: https://www.pega.com
Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/
For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com
Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for $150 off your registration code. Register here: http://tinyurl.com/5jpwhycv
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
Check out the latest episode of The Agile World
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#507: Gen AI and the Future of Publishing with Marc Sirkin, Third Door Media
Is the future of research and content creation a chatbot? With all of the commotion that ChatGPT has created, several industries, including the marketing industry, are evolving to utilize some of the things that make generative AI technologies so interesting and captivating, to make them useful for research and creation of meaningful content.
Today we’re going to talk about what a vertically-trained chatbot that has been fed 25,000+ industry-focused articles can do, and the potential for the future.
To help me discuss this topic, I’d like to welcome Marc Sirkin, EVP Product and Technology, Third Door Media, who you might also know as the publisher of MarTech —which I write for frequently—as well as, Search Engine Land, and SMX.
Resources
Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/
For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com
Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for $150 off your registration code. Register here: http://tinyurl.com/5jpwhycv
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
Check out the latest episode of The Agile World
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#506: Using GenAI to Generate Revenue with Assaf Baciu, Persado
We are here at Shoptalk 2024 at the Mandalay Bay in Las Vegas, where retailers and the platforms that support them are gathered to talkin about reimagining retail for the omnichannel consumer.
Today we’re going to talk about how brands big and small can best use generative AI to drive revenue.
To help me discuss this topic, I’d like to welcome Assaf Baciu, Co-Founder and President of Persado.
Resources
Persado website: https://www.persado.com
Shoptalk website: https://shoptalk.com/us
Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/
For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com
Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for $150 off your registration code. Register here: http://tinyurl.com/5jpwhycv
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
Check out the latest episode of The Agile World
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#505: Keeping pace with retail customer expectations with Craig Moore, Körber Supply Chain
We are here at Shoptalk 2024 at the Mandalay Bay in Las Vegas, where retailers and the platforms that support them are gathered to talk about reimagining retail for the omnichannel consumer.
In the retail world, social media virality blows up brands overnight, but a great supply chain strategy is critical to keeping customers. So much so, 77% shoppers will write off a brand after experiencing shipping delays, according to Körber Supply Chain Software.
Today we’re going to talk about how retailers can keep pace with customer expectations via sophisticated solutions, like order management software (OMS).
To help me discuss this topic, I’d like to welcome Craig Moore, VP of Sales at Körber Supply Chain.
Resources
Korber Supply Chain website: https://koerber-supplychain.com/
Shoptalk website: https://shoptalk.com/us
Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/
For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com
Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for $150 off your registration code. Register here: http://tinyurl.com/5jpwhycv
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
Check out the latest episode of The Agile World
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#504: Deep learning and the cookieless future with Jaysen Gillespie, RTB House
We are here at eTail Palm Springs in Palm Spring, California and talking about all things retail, e-commerce, AI, and more.
While we’ve talked quite a bit about the cookieless future on this show, and even though the impending deadline of third-party cookies may get pushed back… again… it is still happening, and marketers and advertisers need to find solutions that will enable them to maintain their advertising performance.
My guest today can talk about all of this and we’re going to talk specifically about creating a competitive advantage by using deep learning with your data and measurement in an era where the cookieless future is (almost) here.
To help me discuss this topic, I’d like to welcome Jaysen Gillespie, Head of Analytics and Data Science at RTB House.
Resources
Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/
For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com
Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for $150 off your registration code. Register here: http://tinyurl.com/5jpwhycv
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
Check out the latest episode of The Agile World
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