Beyond Customer Service with Mary Ellen Grom, Executive Director of CX AFL

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