Visualizing the Customer Journey Through Vignettes with Ryan Holt of Floor and Decor

The future of customer experience is here! Join host Matt Egol and Ryan Holt, Director of Customer Care at Floor and Decor as they discuss the latest trends in retail, from AI-powered chatbots to the growing importance of professional installers. Ryan reveals how Floor & Decor is making the flooring shopping experience more immersive than ever. Hear all about it on the CX & Culture Connection Podcast https://youtu.be/skWoeLflj2s 00:00 - Preview of Episode 00:18 - Introduction of the episode and Ryan Holt 00:42 - Floor & Decor 100 Fastest Growing Companies 02:41 - Do it for me Vs Do it Yourself and how to deal with that 04:39 - Segment Personas 06:29 - The Journey and peaks 08:16 - Shopper Solutions at Floor & Decor 10:03 - E-commerce and how to engage with customers 11:16 - Digital and In-Store experience 12:57 - What is Self Service in Floor & Decor? 16:11 - Problem resolution and AI/People 18:50 - Sources of Listening and Chat-bots 21:54 - Experience Management and AI? 24:15 - How do you measure improvement in CX? 27:20 - Success while scaling the business 28:25 - The connection of Contact Centers and Customer Care 30:59 - Employee Core Behaviors and Recorded CX calls 34:45 - Check out the Chris Taylor and Sid's Episodes 35:56 - Closing Thoughts 37:36 - End of Episode #CX #VisualMerchandising #HomeRenovation #CustomerExperience #FutureOfRetail #CustomerExperienceTrends 📌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