Scaling your CX with Michelle Martinez

This week on CX & Culture Connection, host Matt Egol of JourneySpark and guest CX expert Michelle Martinez dive into lessons learned from implementing analytical and generative AI. Hear how focusing on company culture enabled Michelle to innovate and scale CX for her clients. Don't miss this insightful conversation on how to create freedom to innovate in your organization. Full episode here https://youtu.be/6rOX9Ocathc #StrategyVsCulture #CXInsights #InnovationMindset #StrategicGrowth 00:00 – Preview of the Episode 00:15 – Opening and Introduction of guest Michelle Martinez 00:48 – Starting Small and Building Credibility 02:34 – Going Above and Beyond for Delighted Customers 03:37 – The Value of Emotional Connection with Customers 09:15 – The Power of Combining Analytical and Generative AI 10:32 – Spiral and APEX 14:28 – Tools for Listening to Customer Feedback 17:00 – Improving Customer Experience through Technology 20:00 – The Importance of Authentic Leadership 21:48 – Building a Culture of Innovation 26: 15 – Fostering a Culture of Openness and Vulnerability 30:17 – The Role of Culture in Scaling Customer Experiences 36: 59 – The Potential of AI in Customer Service and Marketing 44:05 – Closing; Contact Information 📌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