Turning Great EX Into Great CX with Ken Coyne of OpsTalent!

Forget happy employees, aim for THRIVING employees! Ken Coyne, Head of CX at OpsTalent, joins host Matt Egol of JourneySpark Consulting on #CXCultureConnection to reveal how EX fuels EXCEPTIONAL customer experiences. Dive in & unlock the secrets to employee happiness & skyrocketing CX! Catch the entire conversation here https://youtu.be/fnIyAyOGO_M #EmployeeEngagement #WinningTeam #CXStrategy #PeopleFirst 00:00 – Preview of Episode 00:15 – Opening and Introduction of guest Ken Coyne 00:58 – Evolution of Call Centers 03:03 – The Role of Contact Centers in Customer Experience 05:19 – Using Call Centers as a Source of Insights 08:46 – The Connection Between CX and Culture 13:21 – Reinforcing the EX-CX Connection 16:31 – Driving Behavior Adoption in Call Centers 23:33 – Opportunities in a Virtual Work Environment 28:22 – Behavior Adoption 29:55 – The Role of AI in Call Centers 33:22 – The Future of Customer Experience 35:44 – Applying Best Practices Across Industries 37:50 – Learning More and Getting Connected with Ken Coyne 38:31 – Closing 📌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