Scaling Your Customer Experience with Google's Chief Strategist, Neil Hoyne

Neil Hoyne, Google's Chief Strategist, flips the script on traditional CX wisdom in this eye-opening episode of CX & Culture Connection hosted by Matt Egol. He challenges us to drop the obsession with perfecting processes and instead focus on building genuine relationships through conversations. Hoyne advocates for a radical shift – seeing customers as unique individuals with stories, not just data points. Tune in to discover how to revolutionize your customer experience and drive real results here: https://youtu.be/KUM8wDgtJcU #CX #CustomerExperience #Google #MarketingStrategy #MarketingAnalytics #CustomerExperience #Podcast 0:00 – Preview of the episode 0:23 – Opening and introduction of guest Neil Hoyne 1:23 – Three Imperatives (Conversation, Relationship, and Change) 5:10 – Balance between advertising and brand engaging with people directly 7:12 – Developing customer relationships 9:10 – Attracting people that connect with you 11:00 – Building personas 14:52 – Role of data 17:45 – Ways to get more ROI 21:27 – “Technology investments are a long road to a small house” 23:28 – Value vs Efficiency 25:55 – Delivering value to the customers 29:58 – Behaviors that some marketers need to focus on 35:01 – Involving people 37:56 – Rewarding ideation rather than just result 41:18 – Closing and guest 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