Humanizing CX and EX: Creating a Positive Culture, with Femi Olasupo, CX Director of Truvani

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