The Role of the CXO with Todd Unger, CXO of American Medical Association

A successful brand isn't just about having a great product or service; it's about connecting with customers on an emotional level. This week on CX & Culture Connection Podcast, host Matt Egol, CCXP is joined by Todd Unger, CXO, American Medical Association, to discuss the evolving role of the Chief Experience Officer. It's less about the title, and more about breaking down silos, fostering collaboration, and building a customer-centric culture. It's time to turn your customers into brand advocates! Hit the play button and discover how CXOs can drive growth and digital transformation in the modern age here https://youtu.be/QxC1-0pqVKc #CXO #customerexperience #CXOCareer #leadership #digitaltransformation #customerexperience #digitalmarketing #contentstrategy 0:00 – Preview of Episode 0:30 – Intro of podcast and guest Todd Unger 2:09 – Inspiration in writing the book and key insights for other CX Leaders 7:50 – Data, CX, and E-commerce 11:11 – How brands are effectively publishers and storytellers in connecting with the customers 14:09 – Getting nodd and why data support it 17:50 – Tornado journey and why it is only 10 seconds long 20:04 – Role of emotion in understanding and building insights and driving the right actions in CX 27:43 – Surveys as the primary barometer and using data signals 29:45 –CX as the antidote for the endless break-fix cycle 33:58 – Culture of experimentation and culture of collaboration 37:45 – Data and experimentation 40:41 – Personas: Making them more data-driven than a qualitative exercise 44:24 – 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