CX+EX=Happy Customers with Greg Burd of Qualtrics

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