Coherence at Velocity
Most large enterprises already know what their customers need, yet far fewer are able to act on that knowledge without creating contradictions, delays, and rework elsewhere in the business. Not to mention the impact on their customers, who experience a fractured brand. With near limitless choice and lowered friction to switching, this means customers seek clarity and convenience, and reward organizations that prioritize coherence.
Coherence at Velocity closes that gap. Drawing on his work as an advisor and consultant to Fortune 500 enterprises, Greg Kihlström defines coherence at velocity as an enterprise operating capability: the ability to improve customer-facing performance quickly and repeatedly without losing consistency, control, trust, or economic discipline. The first part of the book diagnoses the reasons why customer experience breaks so often inside the enterprise, and the second part sets out what to build that creates coherence inside and out.
The book ends with an examination of what Kihlström terms the AI-mediated enterprise, where agents and automation are exposing the challenges that human effort and workarounds once hid. The book features a way to measure growth through a maturity assessment, and a quarterly cadence to stay on track building coherence as an enterprise.
This book is ideal for Chief Marketing Officers, Chief Customer Officers, and senior marketing and customer experience leaders. It offers a shared language and a practical method for teams under pressure to move faster, prove growth, and scale AI responsibly without fracturing the experience customers rely on.
Greg Kihlström is a change futurist, best-selling author, speaker, entrepreneur, and advisor who helps leaders understand where marketing technology, customer experience, commerce, and AI-mediated execution are heading next, and what their organizations need to change now to keep up. His work focuses on the operating conditions required for enterprises to turn customer insight into coordinated action across marketing, service, product, data, and technology. He has advised and consulted with some of the world's leading brands, including Adidas, Coca-Cola, FedEx, HP, Marriott, Nationwide Insurance, Victoria's Secret, and Toyota.
His perspective is grounded in both strategy and execution. Greg is a multiple-time co-founder and C-level leader whose digital experience agency was acquired in 2017, who exited an HR technology platform he co-founded in 2020, and who led a SaaS startup to acquisition by an edge computing company in 2021. He currently advises and sits on the board of a marketing technology startup. He earned his MBA, is pursuing a doctorate in Business Intelligence, and teaches courses and workshops as a member of the School of Marketing Faculty at the Association of National Advertisers (ANA).
Greg has written more than 25 books on marketing and marketing technology, including several for De Gruyter Brill and several titles in The Agile Brand Guide® series. He hosts the award-winning The Agile Brand with Greg Kihlström®, a top 10 Apple U.S. marketing chart podcast now in its eighth year with more than 800 episodes and millions of downloads. A contributing writer to CMSWire, where he has twice been named contributor of the year, he has been featured in Advertising Age, Business Insider, Financial Times, Forbes, and The Washington Post, and was named #1 on Thinkers360's list of Top Global Marketing Thought Leaders.