Reinforcing your CX Behaviors to Strengthen your Culture with Tara Brady of Provident Bank

How do you reinforce your CX behaviors to strengthen your culture? That’s the topic of the latest episode of CX & Culture Connection, hosted by Matt Egol of JourneySpeak Consulting. In this episode, he interviews Tara Brady, the Director of CX at Provident Bank, who shares her insights and best practices on how to align your CX strategy with your organizational values and goals. Watch now and learn how to create a culture of excellence and customer-centricity here https://youtu.be/y3gaNgbMLyE #CX&CultureConnection #JourneySpeak #ProvidentBank #CXBehaviors #customercentricity 0:00 – Preview of Episode 0:14 – Intro of guest Tara Brady 0:48 – Emphasis on CX and employee experience 5:54 – Cultural Behavior/Adapting type of behaviors 14:46 – Employee and Customer listening 16:17 – Connection between CX, EX, and Brand 19:01 – Investing to digital and AI for employee-customer interaction 22:39 – Tara's role in helping reinforce and evolve the culture at the company 28:01 – Matt’s Book: Cornerstone Discipline 29:28 – Activating and Spreading behaviors 31:44 – Behavior Adaption 34:38 – Next frontiers that we should be focusing on with leveraging AI and CX 38:38 – Cost savings and improving customer experience 45:41 – Closing; Tara’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