The Importance of AI-Driven Insights and the Future of CX featuring Sid Banerjee Chief XM Strategy Officer Qualtrics

The Importance of AI-Driven Insights and the Future of CX featuring Sid Banerjee Chief XM Strategy Officer at Qualtrics | The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting Matt and Sid discuss many cutting-edge topics within the CX and EX industry, including the addition to A.I. technologies into the customer experience landscape. Sid adds to the conversation with his expertise in the value of customer ratings and reviews and how to collect and use that data effectively. Qualtrics Website: http://www.Qualtrics.com Sid Banerjee Linkedin: https://www.linkedin.com/in/sidbanerjeewdc/ Sid's email: [email protected] Qualtrics Youtube:  @QualtricsSoftware  0:00 - Preview 0:33 - Introduction to the show and Sid Banerjee 1:17 - Sid shares his professional journey and his work with Qualtrics 4:55 - Listen to your 3-Star reviews to show you how to get 5-Star reviews 8:32 - The 4-layers of your CX vision 14:59 - The different paths to value 19:22 - What is the cost of quality? 21:48 - The emotions in the peaks and valleys of the experience 25:11 - The growth of unstructured data is creating new opportunities in the B2B space 28:35 - How can you collect the information from CX Zoom/Video Meetings? 34:02 - How can you incorporate A.I. Into CX and how will that evolve? 41:12 - What is the CX / EX intersection and what advances do you see? 44:09 - What is the role of culture in driving a better CX? 47:53 - How to get a hold of Sid? 50:06 - End Credits #cx #culture #marketing #business #trends #customer #strategy #journeyspark #qualtrics #xm 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