CX is everyone's responsibility! Greg Melia, CEO of CXPA, joined Matt Egol on the CX & Culture Connection Podcast to share his insights as he shares powerful strategies for creating emotionally resonant experiences. Customer experience is more than just metrics, it's about understanding and shaping emotions. The latest episode is out now! Click the link to watch here: https://youtu.be/9Akp98HJ_Oc #CustomerExperience #BusinessGrowth #Innovation #CX #AI #EmployeeExperience #CustomerCentric #Emotions #ExperienceDesign 0:00 – Preview of Episode 0:17 – Intro of Podcast and guest Greg Melia 1:13 – Key advances and how CX professionals drive impact in the organizations 5:00 – The Importance of value, emotion, and technology in Customer Experience Design 6:06 – Importance of Emotion within the system of metrics 13:31 – Understanding and enhancing customer experience through personas and journeys 19:11 – The role and impact of Customer Experience Professionals 23:59 – The Importance and Challenges of Customer Experience (CX): Strategy, Culture, and AI 31:51 – Exploring the intersection of AI and customer experience 38:08 – Leadership, culture, and change management 42:03 – Closing 📌Podcast Website: https://www.cxandcultureconnection.com 📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/ 📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/ 📌Website: https://www.journeysparkconsulting.com/ 📌Facebook: https://www.facebook.com/profile.php?id=100094736604400 📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM 📌Amazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultants 📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw 📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/ 📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX More about Matt Egol and JourneySpark Consulting: Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven. Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing. Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures. #cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity

What does it take to create a customer experience that's as fresh and on-point as the latest streetwear? Join host Matt Egol of JourneySpark Consulting and Michael Fulvio, Snipes' CX Director, as they drop knowledge on building emotional connections, using data to drive decisions, and keeping that community vibe strong. From exclusive events to personalized recommendations, Snipe is proving that retail can be an experience, not just a transaction. Hear how they're shaping the future of retail on this episode of the CX & Culture Connection Podcast here: https://youtu.be/2yp05mFG6hU #CX #CustomerExperience #RetailInnovation #StreetwearCulture #SneakerCommunity #PersonalizedExperience 0:00 – Preview of episode 0:16 – Introduction of guest Michael Fulvio 0:42 – Involvement in the customer experience space 1:43 – Collaboration in the customer experience 2:39 – Building out the customer journey 5:00 – Ways of approaching and evolving in investing in new tools (Social Medias) 6:13 – Role of customer experience in reinforcing the connection between CX culture and the brand promise 6:56 – The CX & Culture Connection book by Matthew Egol 11:42 – Commonalities of culture you want in the organization across different groups 13:20 – Best types of collaboration 18:56 – Main usage of AI in the guest’s organization 23:04 – Bringing customer data to all business units 25:38 – Focusing on insights when measuring value 26:23 – Lessons learned for culture and changed management: Customer centered 29:06 – Advice to people about the customer experience 29:47 – Guest contact details and closing 📌Podcast Website: https://www.cxandcultureconnection.com 📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/ 📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/ 📌Website: https://www.journeysparkconsulting.com/ 📌Facebook: https://www.facebook.com/profile.php?id=100094736604400 📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM 📌Amazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultants 📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw 📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/ 📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX More about Matt Egol and JourneySpark Consulting: Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven. Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing. Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures. #cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity

What if we told you that the key to customer experience lies in understanding their emotions? On the latest CX & Culture Connection Podcast episode hosted by Matt Egol, special guest Colin Shaw, Founder & CEO at Beyond Philosophy LLC, reveals how tapping into the 'intuitive customer' can revolutionize how you do business. This isn't just about satisfaction surveys; it's about unlocking the DNA of your customer interactions. Want to learn more? Watch the full episode here: https://youtu.be/5N6oAyDXCr4 #CX #CustomerExperience #IntuitiveCustomer #CustomerBehavior #EmotionalIntelligence #BusinessGrowth 0:00 – Preview of the episode 0:16 – Introduction of guest Colin Shaw 0:50 – Key ideas from The Intuitive Customer book by Colin Shaw 3:43 – Observing people 5:16 – Defining Plateau 8:50 – Issues in emotional connection 11:38 – Positive emotions vs fixing pain 13:56 – Peak-End Theory in shaping memories and customers’ experience 18:09 – Using personas 21:29 – Liable research for the company to engage and get to an additional level 24:38 – Different types of data 31:11 – Role of frontline employees 32:58 – Interaction with people 34:24 – Emotional connection in B2B organizations 37:23 – Closing and guest contact details 📌Podcast Website: https://www.cxandcultureconnection.com 📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/ 📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/ 📌Website: https://www.journeysparkconsulting.com/ 📌Facebook: https://www.facebook.com/profile.php?id=100094736604400 📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM 📌Amazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultants 📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw 📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/ 📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX More about Matt Egol and JourneySpark Consulting: Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven. Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing. Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures. #cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity

Neil Hoyne, Google's Chief Strategist, flips the script on traditional CX wisdom in this eye-opening episode of CX & Culture Connection hosted by Matt Egol. He challenges us to drop the obsession with perfecting processes and instead focus on building genuine relationships through conversations. Hoyne advocates for a radical shift – seeing customers as unique individuals with stories, not just data points. Tune in to discover how to revolutionize your customer experience and drive real results here: https://youtu.be/KUM8wDgtJcU #CX #CustomerExperience #Google #MarketingStrategy #MarketingAnalytics #CustomerExperience #Podcast 0:00 – Preview of the episode 0:23 – Opening and introduction of guest Neil Hoyne 1:23 – Three Imperatives (Conversation, Relationship, and Change) 5:10 – Balance between advertising and brand engaging with people directly 7:12 – Developing customer relationships 9:10 – Attracting people that connect with you 11:00 – Building personas 14:52 – Role of data 17:45 – Ways to get more ROI 21:27 – “Technology investments are a long road to a small house” 23:28 – Value vs Efficiency 25:55 – Delivering value to the customers 29:58 – Behaviors that some marketers need to focus on 35:01 – Involving people 37:56 – Rewarding ideation rather than just result 41:18 – Closing and guest contact details 📌Podcast Website: https://www.cxandcultureconnection.com 📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/ 📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/ 📌Website: https://www.journeysparkconsulting.com/ 📌Facebook: https://www.facebook.com/profile.php?id=100094736604400 📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM 📌Amazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultants 📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw 📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/ 📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX More about Matt Egol and JourneySpark Consulting: Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven. Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing. Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures. #cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity

What do pronounceable ingredients and top-notch customer service have in common? Truvani, of course! Tune in to this week's CX & Culture Connection Podcast hosted by Matt Egol as Truvani's CX Director Femi Olasupo shares how they turn everyday conversations into brand loyalty. Femi dives into the world of personalized recommendations, team training, and turning feedback into action. Real food, real people, real conversations. That's the Truvani way! Your CX toolkit is about to get a whole lot richer here https://youtu.be/LKex1WOnDD0 #CXCulture #Truvani #CustomerExperience #CustomerEngagement #Innovation #CustomerFeedback #BrandExperience 0:00 – Preview of Episode 0:16 – Intro of guest Femi Olasupo 0:49 – Truvani and CX in the wellness and fitness category 2:48 – Where the conversation takes place with the customers 3:48 – Train and develop employees' expertise to answer customers 5:31 – Figuring out what is working across the team 7:21 – Marketing sales and how the team evolved 8:24 – Product experience and delivering experiences beyond the brand 12:17 – The Experience Collage 17:36 – Types of attributes to the customer’s experience 19:32 – Habit building and behaviors 22:12 – Right skills, mindsets, and people 24:10 – Culture’s 4 Key Building Blocks 25:00 – Truvani’s aspects traits of the culture 33:49 – Role of CX in scaling the business 36:48 – Important areas and worth problem solving 39:33 – Advice to other CX Leaders 43:15 – Guest contact details; Closing 📌Podcast Website: https://www.cxandcultureconnection.com 📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/ 📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/ 📌Website: https://www.journeysparkconsulting.com/ 📌Facebook: https://www.facebook.com/profile.php?id=100094736604400 📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM 📌Amazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultants 📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw 📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/ 📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX More about Matt Egol and JourneySpark Consulting: Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven. Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing. Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures. #cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity

Psychology meets marketing on the CX & Culture Connection Podcast this week! Matt Egol and guest, Author, and Speaker Stacey Sherman share fascinating insights on consumer behavior and how it shapes customer experience. Stacy explains how understanding our minds can transform the way we lead and interact. Actions speak louder than words, and BEHAVIORS build businesses. 00:00 - Preview of Episode 00:17 - Introduction to Stacy Sherman 00:45 - Humanizing Business 02:21 - The Employee Experience 04:52 - The Brand Promise 08:06 - Consumer Behavior and Internal Engagement 11:28 - Humans Living in the AI Era 12:17 - How can you balance AI and Humans? 14:00 - Heart and Science 15:23 - What is the role of emotion in EX and CX? 19:56 - What are some good habits to have and to train for? 22:12 - Leadership experience 25:12 - Are behaviors being monitored? 28:20 - A new book from Stacy Sherman 29:53 - The best way to get in contact with Stacy Sherman. 31:00 - Closing thoughts 31:33 - End of Episode If you're ready to level up your marketing game, this one's for you - https://youtu.be/e5niaRf-g5g #CX #ConsumerBehavior #MarketingPsychology #MarketingTips #CustomerExperience #BusinessGrowth 📌Podcast Website: https://www.cxandcultureconnection.com 📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/ 📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/ 📌Website: https://www.journeysparkconsulting.com/ 📌Facebook: https://www.facebook.com/profile.php?id=100094736604400 📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM 📌Amazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultants 📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw 📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/ 📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX More about Matt Egol and JourneySpark Consulting: Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven. Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing. Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures. #cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity

The future of customer experience is here! Join host Matt Egol and Ryan Holt, Director of Customer Care at Floor and Decor as they discuss the latest trends in retail, from AI-powered chatbots to the growing importance of professional installers. Ryan reveals how Floor & Decor is making the flooring shopping experience more immersive than ever. Hear all about it on the CX & Culture Connection Podcast https://youtu.be/skWoeLflj2s 00:00 - Preview of Episode 00:18 - Introduction of the episode and Ryan Holt 00:42 - Floor & Decor 100 Fastest Growing Companies 02:41 - Do it for me Vs Do it Yourself and how to deal with that 04:39 - Segment Personas 06:29 - The Journey and peaks 08:16 - Shopper Solutions at Floor & Decor 10:03 - E-commerce and how to engage with customers 11:16 - Digital and In-Store experience 12:57 - What is Self Service in Floor & Decor? 16:11 - Problem resolution and AI/People 18:50 - Sources of Listening and Chat-bots 21:54 - Experience Management and AI? 24:15 - How do you measure improvement in CX? 27:20 - Success while scaling the business 28:25 - The connection of Contact Centers and Customer Care 30:59 - Employee Core Behaviors and Recorded CX calls 34:45 - Check out the Chris Taylor and Sid's Episodes 35:56 - Closing Thoughts 37:36 - End of Episode #CX #VisualMerchandising #HomeRenovation #CustomerExperience #FutureOfRetail #CustomerExperienceTrends 📌Podcast Website: https://www.cxandcultureconnection.com 📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/ 📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/ 📌Website: https://www.journeysparkconsulting.com/ 📌Facebook: https://www.facebook.com/profile.php?id=100094736604400 📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM 📌Amazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultants 📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw 📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/ 📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX More about Matt Egol and JourneySpark Consulting: Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven. Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing. Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures. #cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity

What if your company became a trusted guide, not just a service provider? Join Matt Egol of JourneySpark Consulting on this new episode of CX & Culture Connection Podcast as he unpacks this revolutionary approach with Mark Slatin of EmpoweredCX.com. Discover how to build credibility, reliability, and intimacy that transform your CX and company culture. It's a leadership masterclass you won't want to miss, The full episode here https://youtu.be/QckZ4jeMMrk #Leadership #CompanyCulture #TrustedAdvisor #CXTransformation #NewEpisode0:00 – Preview of Episode 0:16 – Intro of Guest Mark Slatin 0:56 – Journey in Masters and experience management at MSU 2:31 – Clue consciousness in the employees 3:33 – Thoughts about how you focused on trust and the master class that you do 8:10 – Both aspects of trust, internal and external are important 10: 33 – Master Class all about and what’s involved 12:29 – Three Journeys (Customer, Company, Employee) 14:36 – Consumer vs B2B trust 17:50 – Building relationships 21:50 – How is AI impacting the practice 25:45 – Building personas 28:35 – Sales and service 30:01 – Opportunities in AI 33:31 – Digital transformation 34:30 – Lessons learned for CX leaders to focus on CX and Culture Connection 37:32 – Marketing 38:54 – Closing; Guest’s contact details 📌Podcast Website: https://www.cxandcultureconnection.com 📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/ 📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/ 📌Website: https://www.journeysparkconsulting.com/ 📌Facebook: https://www.facebook.com/profile.php?id=100094736604400 📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM 📌Amazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultants 📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw 📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/ 📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX More about Matt Egol and JourneySpark Consulting: Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven. Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing. Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures. #cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity

Your brand isn't just about what you sell, it's about how you make people feel. Today on CX & Culture Connection hosted by Matt Egol, special guest, Author and CX Consultant, Joseph Michelli reveals why an emotional connection is the secret sauce for any successful business. Listen in and learn how to make your customers feel seen, heard, and valued. Tune in for the full scoop here https://youtu.be/xJevQwLQJ80 #CX #customerexperience #marketing #branding #marketing 0:00 – Preview of Episode 0:14 – Intro of Guest Joseph Michelli 1:05 – Importance of inspiring and engaging a company’s employees 1:25 – Key lessons learned across guest’s book 2:23 – Importance of emotions in CX 6:05 – 4 behaviors that deliver exceptional CX (Anticipate, Connect, Personalize, Own) 8: 15 – Connecting with the pride of your people 10:58 - “That think of experience is a gift” 13:42 – Starbuck’s approach where Human Experience is so essential to deliver the brand 16:20 – The Experience Collage 18:47 – What Starbucks do in nurturing partner engagement and role within CX 22:00 – The New Gold Standard book by Joseph Michelli 23:42 – Target audience and unique branding positions 26:05 – Behavior adoption 27:14 – Formal and informal organizational practices 31:57 – Best ways to get started to be better at CX and Culture 33:54 – Reinforcing the congruence of your CX in your brand 35:05 – Closing; Guest’s contact details 📌Podcast Website: https://www.cxandcultureconnection.com 📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/ 📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/ 📌Website: https://www.journeysparkconsulting.com/ 📌Facebook: https://www.facebook.com/profile.php?id=100094736604400 📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM 📌Amazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultants 📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw 📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/ 📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX More about Matt Egol and JourneySpark Consulting: Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven. Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing. Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures. #cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity

B2B isn't just all about logic – it's also about emotion! Author and CX Expert Jim Tincher drops some seriously eye-opening knowledge on building trust, connection, and ease of doing business for major results. He reveals how to create moments of genuine delight in your B2B experiences to drive long-term success. Tune in to the CX & Culture Connection Podcast hosted by Matt Egol for the full scoop here https://youtu.be/gjs0-YEE4q4 #B2Bexperience #CX #B2Bbranding #brandingexpert #customerexperience 0:00 – Preview of Episode 0:14 – Intro of Guest Jim Tincher 0:41 – Emotional north star and why is focusing on emotions important even for B2B companies 2:52 – Understanding what drive trust, connections, and business’ doing 5:38 – Differences between pain points and love points 8:17 – Understanding the Peaks and Valleys 12:05 – Bringing All the Pieces Together 16:06 – Building Enjoyable Experiences 21:08 – Building relationship with finance and data science 25:18 – The CX and Culture Connection book by Matt Egol 27:21 – Human-to-human interaction 30:41 – Leadership behaviors that CX leaders must do 32:56 – Customer listening 34:52 – Customer experience 35:52 – Closing and guest contact details 📌Podcast Website: https://www.cxandcultureconnection.com 📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/ 📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/ 📌Website: https://www.journeysparkconsulting.com/ 📌Facebook: https://www.facebook.com/profile.php?id=100094736604400 📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM 📌Amazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultants 📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw 📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/ 📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX More about Matt Egol and JourneySpark Consulting: Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven. Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing. Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures. #cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity

Curious about how AFL is redefining customer-centricity? Tune into the CX & Culture Connection Podcast with host Matt Egol of JourneySpark Consulting and special guest Mary Ellen, Executive Director of CX at AFL for an inside look! From breaking down silos to merging CX with business metrics, AFL's approach is changing the game. Don't miss out on the conversation here: https://youtu.be/esCUCLDKBGc #CXLeadership #CXExcellence #CXLeadership #CXTransformation #learnfromleaders 0:00 – Preview of Episode 0:15 – Intro of guest Mary Ellen Grom 1:00 – Core focus to drive change and impact at AFL 3:10 – Different worlds and learnings in CX space 4:37 – Customer success and customer service lens’ journey of creating insights and connectivity 8:52 – Different Personas 10:30 – Impact and emotional connection 12:58 – Balance between different personas 18:34 – Good CX 21:30 – Measurement and building a system of metrics 24:56 – Employee behavior distinct from focusing on metrics 27:19 – Root cause of CX opportunity 27:50 – Role of change agents 33:28 - Importance of having road maps with clear priorities 44:12 – Closing; Mary Ellen’s LI details Mary Ellen Grom Handles: https://www.linkedin.com/company/aflglobal/mycompany/ https://www.linkedin.com/in/mgrom/ https://www.facebook.com/AFLglobal @afl.global Instagram @AFLglobal X @MaryEllenGrom X https://www.aflglobal.com/ 📌Podcast Website: https://www.cxandcultureconnection.com 📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/ 📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/ 📌Website: https://www.journeysparkconsulting.com/ 📌Facebook: https://www.facebook.com/profile.php?id=100094736604400 📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM 📌Amazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultants 📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw 📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/ 📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX More about Matt Egol and JourneySpark Consulting: Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven. Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing. Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures. #cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity

Customer experience isn't just about what you do, it's about how you make people feel. Learn the latest strategies and insights on consumer behavior from my conversation with Babson College Professor Ken Demma on the CX & Culture Connection podcast hosted by Matt Egol of JourneySpark Consulting. Get those insights and learn how to create experiences that convert here https://youtu.be/uCCBC4XUy78 #customerexperience #consumerbehavior #consumerpsychology #B2Bmarketing 0:00 – Preview of Episode 0:14 – Intro and background of guest Ken Demma 1:17 – Key shifts in consumer behavior 6:45 – Growth of Behavioral economics and consumer behavior 10:42 – Emotions and conscious thoughts 14:35 – Brand Promise 20:43 – Connection between CX and the organization 25:56 – Culture and organization effectiveness 31:00 – How personas evolve in their practice 32:14 – Microsegments 33:55 – How they activate, and drive continues experimentation against personas 39:06 – Collaborate on how your people change their approach on insights 40:40 – CX and insights in entrepreneurial space 43:00 – Scaling 45:03 – Closing; Ken’s contact details/LI 📌Podcast Website: https://www.cxandcultureconnection.com 📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/ 📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/ 📌Website: https://www.journeysparkconsulting.com/ 📌Facebook: https://www.facebook.com/profile.php?id=100094736604400 📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM 📌Amazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultants 📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw 📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/ 📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX More about Matt Egol and JourneySpark Consulting: Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven. Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing. Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures. #cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity

Ready to shatter those limiting CX beliefs? Get the inside scoop on Sean Albertson's (Founder & CEO of CX4Rocks LLC) powerful CX4Rocks Framework! Get the breakdown and actionable insights on this episode of Matt Egol's CX & Culture Connection podcast. Create a customer experience that truly rock! Watch the full episode here https://youtu.be/Ft2dHD1wTmY #CXleadership #CXstrategy #CX4Rocks #CustomerExperience 00:00 – Preview of Later's Episode 00:15 – Opening and Introduction of Guest Sean Albertson 01:00 – The Four Rocks Framework 03:36 – The Customer Journey and the Impact of Rocks 04:56 – The Importance of Connecting Channels 05:50 – The Collage Artwork Metaphor 07:39 – The Link Between Pain Points and Loyalty 11:20 – The Role of Customer Effort Score 13:16 – Focus on Outcomes and Addressing the Rocks 14:12 – Finding Rocks in the Business 16:58 – X and O Data: Experience and Operational Data 18:20 – The Linkage Between EX and CX 19:56 – The Connection Between CX and Brand Promise 22:27 – The Break Methodology 23:05 – Tailoring the Approach to Rocks 26:40 – The Importance of CX and EX Alignment 28:36 – The Importance of Employee Experience 33:15 – Reinforcing the Linkage Between EX and CX 34:06 – The Role of Technology in CX and EX 36:10 – The Value of Human Interaction in CX 38:09 – The Link Between EX and CX in Financial Services 40:30 – Creating Positive Experiences 41:53 – Contact Information; Closing 📌Podcast Website: https://www.cxandcultureconnection.com 📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/ 📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/ 📌Website: https://www.journeysparkconsulting.com/ 📌Facebook: https://www.facebook.com/profile.php?id=100094736604400 📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM 📌Amazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultants 📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw 📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/ 📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX More about Matt Egol and JourneySpark Consulting: Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven. Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing. Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures. #cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity

CX + EX = Happy Customers! On the latest episode of CX & Culture Connection Podcast, Matt Egol of JourneySpark Consulting chats with Greg Burd, XM Discover Lead at Qualtrics as they discuss the connection between employee experience and customer experience on the CX & Culture Connection Podcast. Discover how fostering a positive company culture can be the glue for exceptional CX. Catch the full episode here https://youtu.be/jsW8NmI58Fo #EmployeeExperience #CustomerHappiness #CultureMatters #JourneySpark 0:00 – Preview of Episode 0:13 – Intro of Guest Greg Burd 0:45 – Important innovations that companies focused to modernize their approach to customer 1:46 – CX is a team sport; collaboration 3:45 – Customer listening; brand promise and customer experience 5:40 – Modern Approaches (Adapting training) 7: 48 – Thoughts about similarities and differences between Private and Public sector 10:40 - Cost equality measures 11:34 – Best ways to reinforce linkage between EX and CX 14:17 – Employee engagement and EX is directly statistically correlated to store level 15:01 – The CX and Culture Connection book 17:16 – Combining behavior activation at scale with modern listening 18:47 – Some advances in AI that have been adapted to help improve the repertoire for CX and EX 21:20 – Important distinction between the different uses of AI and your readiness and environment 24:22 – What are the key barriers to change and how do CX leaders address them 27:01 – Overcome barriers to change and commitment 28:52 – Investing in AI 31:10 – Closing; Guest’s contact details 📌Podcast Website: https://www.cxandcultureconnection.com 📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/ 📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/ 📌Website: https://www.journeysparkconsulting.com/ 📌Facebook: https://www.facebook.com/profile.php?id=100094736604400 📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM 📌Amazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultants 📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw 📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/ 📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX More about Matt Egol and JourneySpark Consulting: Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven. Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing. Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures. #cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity

Forget happy employees, aim for THRIVING employees! Ken Coyne, Head of CX at OpsTalent, joins host Matt Egol of JourneySpark Consulting on #CXCultureConnection to reveal how EX fuels EXCEPTIONAL customer experiences. Dive in & unlock the secrets to employee happiness & skyrocketing CX! Catch the entire conversation here https://youtu.be/fnIyAyOGO_M #EmployeeEngagement #WinningTeam #CXStrategy #PeopleFirst 00:00 – Preview of Episode 00:15 – Opening and Introduction of guest Ken Coyne 00:58 – Evolution of Call Centers 03:03 – The Role of Contact Centers in Customer Experience 05:19 – Using Call Centers as a Source of Insights 08:46 – The Connection Between CX and Culture 13:21 – Reinforcing the EX-CX Connection 16:31 – Driving Behavior Adoption in Call Centers 23:33 – Opportunities in a Virtual Work Environment 28:22 – Behavior Adoption 29:55 – The Role of AI in Call Centers 33:22 – The Future of Customer Experience 35:44 – Applying Best Practices Across Industries 37:50 – Learning More and Getting Connected with Ken Coyne 38:31 – Closing 📌Podcast Website: https://www.cxandcultureconnection.com 📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/ 📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/ 📌Website: https://www.journeysparkconsulting.com/ 📌Facebook: https://www.facebook.com/profile.php?id=100094736604400 📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM 📌Amazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultants 📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw 📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/ 📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX More about Matt Egol and JourneySpark Consulting: Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven. Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing. Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures. #cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity

How do you reinforce your CX behaviors to strengthen your culture? That’s the topic of the latest episode of CX & Culture Connection, hosted by Matt Egol of JourneySpeak Consulting. In this episode, he interviews Tara Brady, the Director of CX at Provident Bank, who shares her insights and best practices on how to align your CX strategy with your organizational values and goals. Watch now and learn how to create a culture of excellence and customer-centricity here https://youtu.be/y3gaNgbMLyE #CX&CultureConnection #JourneySpeak #ProvidentBank #CXBehaviors #customercentricity 0:00 – Preview of Episode 0:14 – Intro of guest Tara Brady 0:48 – Emphasis on CX and employee experience 5:54 – Cultural Behavior/Adapting type of behaviors 14:46 – Employee and Customer listening 16:17 – Connection between CX, EX, and Brand 19:01 – Investing to digital and AI for employee-customer interaction 22:39 – Tara's role in helping reinforce and evolve the culture at the company 28:01 – Matt’s Book: Cornerstone Discipline 29:28 – Activating and Spreading behaviors 31:44 – Behavior Adaption 34:38 – Next frontiers that we should be focusing on with leveraging AI and CX 38:38 – Cost savings and improving customer experience 45:41 – Closing; Tara’s contact details 📌Podcast Website: https://www.cxandcultureconnection.com 📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/ 📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/ 📌Website: https://www.journeysparkconsulting.com/ 📌Facebook: https://www.facebook.com/profile.php?id=100094736604400 📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM 📌Amazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultants 📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw 📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/ 📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX More about Matt Egol and JourneySpark Consulting: Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven. Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing. Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures. #cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity

Get your thinking caps on and get ready for an enlightening conversation about fintech innovations impacting CX! Catch Matt Egol of JourneySpar, alongside special guest Rob Krugman, Chief Digital Officer at Broadridge Financial Solutions as they delve into the world of digital transformation and how it is enhancing customer experiences. Don't miss out on this thought-provoking episode of CX & Culture Connection Podcast! Watch the full episode here https://youtu.be/N3wqXy7pMwc #DigitalTransformation #EnhancedCX #DigitalAdvancements #CustomerCentricStrategies 0:00 – Preview of Episode 0:14 – Introduction of guest Rob Krugman 0:38 – Innovations in the space and the impact they’re having on CX like AI and digital innovations 1:17 – Some ways that fintech innovations are most impacting CX 2:11 – How to improve and make easier to do business with new digital opportunities 5:15 – Significant impacts and modular approaches 6:56 – Speedboat Approach 8:30 – Most fertile opportunities that AI is opening up 12:50 – Breakdown Modularity into smaller chunks 14:15 – Leading practices for companies as they invest more of their data assets 16:22 – Behavioral data 22:23 – Innovation and Experience 24:40 – Connection between CX and Culture 28:55 – Digital containment 33:38 – How to create a better adoption cycle for a new digital experience 41:16 – Closing; Guest’s LI 📌Podcast Website: https://www.cxandcultureconnection.com 📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/ 📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/ 📌Website: https://www.journeysparkconsulting.com/ 📌Facebook: https://www.facebook.com/profile.php?id=100094736604400 📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM 📌Amazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultants 📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw 📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/ 📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX More about Matt Egol and JourneySpark Consulting: Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven. Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing. Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures. #cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity

This week on CX & Culture Connection, host Matt Egol of JourneySpark and guest CX expert Michelle Martinez dive into lessons learned from implementing analytical and generative AI. Hear how focusing on company culture enabled Michelle to innovate and scale CX for her clients. Don't miss this insightful conversation on how to create freedom to innovate in your organization. Full episode here https://youtu.be/6rOX9Ocathc #StrategyVsCulture #CXInsights #InnovationMindset #StrategicGrowth 00:00 – Preview of the Episode 00:15 – Opening and Introduction of guest Michelle Martinez 00:48 – Starting Small and Building Credibility 02:34 – Going Above and Beyond for Delighted Customers 03:37 – The Value of Emotional Connection with Customers 09:15 – The Power of Combining Analytical and Generative AI 10:32 – Spiral and APEX 14:28 – Tools for Listening to Customer Feedback 17:00 – Improving Customer Experience through Technology 20:00 – The Importance of Authentic Leadership 21:48 – Building a Culture of Innovation 26: 15 – Fostering a Culture of Openness and Vulnerability 30:17 – The Role of Culture in Scaling Customer Experiences 36: 59 – The Potential of AI in Customer Service and Marketing 44:05 – Closing; Contact Information 📌Podcast Website: https://www.cxandcultureconnection.com 📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/ 📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/ 📌Website: https://www.journeysparkconsulting.com/ 📌Facebook: https://www.facebook.com/profile.php?id=100094736604400 📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM 📌Amazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultants 📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw 📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/ 📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX More about Matt Egol and JourneySpark Consulting: Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven. Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing. Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures. #cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity

Move fast or eat dust! Matt Egol of JourneySpark and Rex Briggs, Chief AI Officer of Claritas, ignite a discussion on capturing market share with lightning speed on CX and Culture Connection. Dive into agile strategies, data-driven decisions, and building a culture that embraces disruptive innovation. Hit play and fuel your smart growth! #MarketShare #BusinessGrowthStrategies #WinningCompanyCulture #CXandCultureConnection3 00:00 – Preview of Episode 00:15 – Intro to Show and Guest Rex Briggs 00:48 – Opportunities for marketers related to AI 3:04 – Consortium to AI personalization 6:07 – Culture of Experimentation 9:45 – Balancing short-term and long-term metrics 10:40 – AI and the impact on Customer Experience 13:08 – The AI Conundrum Book 16:43 – Empowering employees to embrace AI 18:18 – The Risks of AI and the importance of accountability 20:03 – Putting consumers in control of their data 22:07 – The waterline of decision-making 24:18 – First, Second, Third-Party data and data ecosystem; Turning personas into actionable segments 30:17 – Virtual focus groups and multi-agent models 32:58 – Contact information and getting involved with MMA Global and Claritas 36:27 – Closing 📌Podcast Website: https://www.cxandcultureconnection.com 📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/ 📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/ 📌Website: https://www.journeysparkconsulting.com/ 📌Facebook: https://www.facebook.com/profile.php?id=100094736604400 📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM 📌Amazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultants 📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw 📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/ 📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX More about Matt Egol and JourneySpark Consulting: Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven. Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing. Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures. #cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity

Be sure to connect with us after the show if you find this of value! The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting #cx #culture #marketing #business #trends #customer #strategy #journeyspark #experience #behavior #AI #EX #changemanagement #mma 📌Podcast Website: https://www.cxandcultureconnection.com 📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/ 📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/ 📌Website: https://www.journeysparkconsulting.com/ 📌Facebook: https://www.facebook.com/profile.php?id=100094736604400 📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM 📌Amazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultants 📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw 📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/ 📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX More about Matt Egol and JourneySpark Consulting: Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven. Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing. Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures. #cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity