Emotion As the Foundation of CX

Customer experience is remembered through emotion, reinforced by leadership, and sustained through culture.Matt Egol is joined by Lenn Millbower, founder of OffBeat Training and former Walt Disney Company leader, to explore how organizations create experiences that strengthen customer loyalty, employee engagement, and long-term business performance.The conversation examines why purpose should guide behavior, how leadership influences culture through everyday actions, and why effective learning experiences create lasting behavioral change rather than simply transferring information.Key discussion areas include:• Building emotional connections with customers and employees• Aligning organizational purpose with daily behaviors• Leadership's role in shaping culture• The importance of environment, process, and reinforcement• Practical lessons organizations can apply from Disney's leadership philosophyListen on Spotify.Follow for new episodes.Save episodes to revisit leadership frameworks.