Becoming a Trusted Guide and Change Agent with Mark Slatin, Founder of EmpoweredCx.com

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