The CX and Culture Connection Podcast with Host Matt Egol of JourneySpark Consultants

Customer experience is remembered through emotion, reinforced by leadership, and sustained through culture.Matt Egol is joined by Lenn Millbower, founder of OffBeat Training and former Walt Disney Company leader, to explore how organizations create experiences that strengthen customer loyalty, employee engagement, and long-term business performance.The conversation examines why purpose should guide behavior, how leadership influences culture through everyday actions, and why effective learning experiences create lasting behavioral change rather than simply transferring information.Key discussion areas include:• Building emotional connections with customers and employees• Aligning organizational purpose with daily behaviors• Leadership's role in shaping culture• The importance of environment, process, and reinforcement• Practical lessons organizations can apply from Disney's leadership philosophyListen on Spotify.Follow for new episodes.Save episodes to revisit leadership frameworks.

Organizations navigating disruption often focus on systems, processes, and technology. This conversation argues that leadership experience deserves equal attention.Matt Egol, Simon Robinson, and James Killian examine how leadership experience influences customer experience, employee experience, and organizational performance. They discuss why leaders can unintentionally undermine transformation efforts, how AI is amplifying the need for clarity and trust, and why strategic translation helps organizations move from intention to action.The discussion explores customer-driven leadership, leadership behaviors that shape culture, and practical ways leaders can build alignment across teams while remaining grounded in customer needs.Leaders seeking actionable frameworks for customer-centric transformation, culture change, and AI adoption will find thoughtful perspectives designed to support long-term organizational growth.https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM?si=-1nDvG10QuGSnoxYfsRmUQFollow for new episodes.

The convergence of AI, customer experience, advertising, and marketing technology is creating a new operating model for growth.In this conversation, Matt Egol and Scott Brinker explore how organizations are navigating a rapidly changing landscape where traditional Martech platforms, emerging AI ecosystems, and modern data platforms all compete to become foundational layers for innovation.Key themes include the evolution of marketing architecture, the rise of agentic systems, the growing role of content effectiveness, and the leadership capabilities required to guide successful transformation.The discussion also highlights an important shift in marketing work itself. As AI compresses production and analytical effort, competitive advantage increasingly comes from strategy, creativity, governance, and the ability to orchestrate experiences across channels.For leaders focused on customer experience, organizational transformation, digital strategy, and marketing innovation, this conversation provides a thoughtful framework for understanding what comes next.Follow for new episodes.

Organizations are under pressure to adopt AI quickly, but speed without thoughtful implementation often creates resistance instead of progress.Matt Egol sits down with Jeanine DeFalco and Travis Falstad of Mixta AI to discuss how simulation-based AI can help organizations build stronger learning cultures, improve leadership development, and create more human-centered approaches to workforce transformation.The conversation explores why people learn more effectively through context, emotion, and interaction rather than static instruction alone. Jeanine and Travis explain how immersive simulations allow employees to practice communication, decision-making, and customer interactions in psychologically realistic environments while receiving measurable and transparent feedback.A central theme throughout the discussion is ethical AI. The episode examines why explainability, transparency, and human dignity need to remain foundational as AI systems become more integrated into learning, coaching, and organizational development.For CX leaders, transformation executives, and organizations navigating rapid change, the discussion offers a grounded perspective on how AI can support culture and capability-building without losing the human element.https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM?si=-1nDvG10QuGSnoxYfsRmUQSave episodes to revisit leadership frameworks.

AI initiatives often stall at the pilot stage, not because of technical limitations, but because they are not designed to fit how organizations actually work.Matt Egol speaks with Jack Shay, founder of End Product, about how leaders can operationalize AI in ways that connect to real workflows, build trust with teams, and deliver measurable business outcomes.A central theme is the gap between experimentation and capability. Many organizations invest in promising pilots, but fail to integrate them into broader systems of work, leaving value unrealized and trust diminished.The conversation highlights the importance of starting with customer needs rather than tools. By grounding AI efforts in clearly defined problems and applying principles from design thinking and product development, organizations can avoid over-engineering solutions that do not translate into impact.Trust and pride emerge as critical factors in adoption. Employees, particularly in craft-oriented roles, evaluate new tools not only on efficiency but on whether those tools enhance or diminish the quality of their work.The discussion also reframes the role of AI beyond efficiency gains. While cost reduction and speed are common entry points, the more significant opportunity lies in improving effectiveness through better decision-making, personalized experiences, and stronger feedback loops.Additional insights explore how organizations can balance centralized governance with citizen-led innovation, curate the right data context for AI systems, and create co-pilot experiences that elevate both employee and customer outcomes.The episode reinforces a consistent message: technology alone does not drive transformation. Leadership behaviors, cultural alignment, and product thinking determine whether AI becomes a scalable capability or remains an isolated experiment.Listen on Spotify.Follow for new episodes.Save episodes to revisit leadership frameworks.

Customer experience, leadership alignment, and brand strategy operate as a single system in high-growth organizations. Matt Egol speaks with Alan Gonsenhauser about how private equity-backed companies navigate inflection points, from acquisition and churn challenges to scaling operations. A central theme is the importance of defining and governing the ideal customer profile across the entire organization. Without alignment, short-term revenue decisions often create long-term retention issues.The discussion explores how companies evolve from problem-market fit to product-market fit and eventually platform-level growth, with each stage requiring different capabilities, systems, and leadership behaviors. Early success can introduce complexity, including fragmented technology stacks and unreliable data, which limit decision-making and execution.Marketing leaders play a critical role in connecting strategy to outcomes. Those who succeed move beyond execution and operate as general managers, aligning with finance, speaking the language of the board, and focusing on metrics such as net revenue retention and customer lifetime value.The episode also examines the relationship between brand and customer experience. Brand establishes early trust and consideration, while customer experience determines retention, expansion, and advocacy. Organizations that invest in both create stronger pipelines, improved win rates, and greater pricing power.AI is discussed as a catalyst for efficiency and effectiveness, particularly in content development and analytics. Its impact depends on clean data, strong processes, and leadership that prioritizes reinvestment of time into higher-value activities.

Customer experience is moving beyond insight generation into a discipline centered on performance, decision-making, and organizational alignment. Matt Egol sits down with Zach Hamilton, creator of the Experience Performance System, about the structural shifts redefining the CX function. The conversation explores why traditional approaches—focused on surveys, dashboards, and reporting—have struggled to translate into business outcomes, and what it takes to build a system that consistently delivers measurable impact.Zach shares practical lessons from his experience driving over $120 million in validated P&L impact by reframing customer friction as business problems and embedding CX into existing operating models. Rather than positioning CX as a separate function, the discussion highlights the importance of integrating with how organizations already work—particularly in agile environments—so that prioritization, decision-making, and execution happen closer to the customer.The episode also examines how AI is accelerating this shift. As automation absorbs much of the analytical workload, the role of CX leaders is evolving toward influencing change, shaping experience design, and aligning cross-functional teams around shared outcomes. The rise of agentic systems further connects marketing, sales, and service into a unified experience layer, requiring a more coordinated and performance-driven approach.Leadership takeaways center on starting small, building internal alignment through co-created business cases, and focusing on decision velocity as a key indicator of progress. The conversation emphasizes that meaningful change comes not from large transformation programs, but from a repeatable system that compounds value over time.Follow for new episodes. → https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM?si=-1nDvG10QuGSnoxYfsRmUQ

Evidence-based strategy is often discussed, but less often operationalized.In this episode, Matt Egol and Bernard Jaworski explore how leaders can move beyond surface-level metrics toward deeper customer understanding that informs meaningful strategic choices.The discussion highlights a critical distinction: gathering data is not the same as generating insight. The goal is not confirmation of what is already known, but discovery of what others may be missing.Key ideas include:* Differentiated insights lead to differentiated strategies* Customer centricity requires understanding both current behavior and future evolution* Organizations must balance short-term performance with long-term positioning* Abandonment is necessary to create the capacity required for innovationA recurring theme is the role of leadership in shaping how evidence is used. When leaders consistently ask for customer insight and use it to guide decisions, organizational behavior shifts.The episode also examines how legacy success can become a constraint—limiting an organization’s ability to adapt to changing customer expectations.For leaders navigating transformation, the message is measured but direct: strategic clarity depends on the ability to question, test, and evolve.Listen on Spotify. → https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM?si=-1nDvG10QuGSnoxYfsRmUQ

AI capability becomes meaningful only when organizations build the conditions for people to use it well.Matt Egol and Mitch Doering, Global Head of People Technology at Wayfair, examine AI adoption through the lens of culture, leadership, and organizational design. Rather than focusing only on platforms and technical capability, the conversation looks at the systems that shape employee confidence, experimentation, and long-term behavior change.Mitch describes Wayfair’s approach to enabling AI across its corporate population, including formal onboarding to responsible AI use, company-wide hackathons, and experimentation with third-party tools before narrowing to a smaller set of priorities. The discussion highlights how adoption grows when employees are given space to test, learn, and share practical use cases across functions.The episode also explores how leaders influence the pace and quality of change. Formal levers such as training, role expectations, and measurement matter, but so do informal levers such as peer networks, cultural norms, and the example leaders set through their own behavior. That combination becomes especially important when organizations are trying to move from isolated experimentation to embedded ways of working.Additional themes include customer listening, experimentation versus research, the role of leadership experience in transformation, and the career lessons Mitch has carried across Target, Amazon, PwC, and Wayfair. The conversation offers a useful perspective for leaders trying to connect AI adoption with broader organizational effectiveness.Listen on Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM?si=-1nDvG10QuGSnoxYfsRmUQ

Customer experience is shaped less by campaigns and more by daily behavior.In this episode, Matt Egol sits down with Gijs Brecht Fijn, Founder and CEO of Lemon Scented Tea, to explore how organizations move from brand messaging to cultural brand transformation.They examine the difference between marketing-led repositioning and leadership-led behavioral change. The central premise is clear: the promise made to customers must be delivered through employee experience, shared narrative, and consistent leadership action.The discussion explores:Building a unifying narrative that aligns internal and external strategyTranslating brand values into observable behaviorsDesigning airport and hospitality environments that embody CX strategyThe role of emotion in shaping loyalty and trustAI as a complementary force that supports creativity and human connectionThe episode offers a grounded perspective for leaders seeking coherence across strategy, culture, and execution.Listen on Spotify. https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM?si=-1nDvG10QuGSnoxYfsRmUQ

Major technology investments rarely fail because of technical limitations. They falter when governance, leadership alignment, and organizational capability are not deliberately designed.In this episode, Matt Egol speaks with Steve Kunkle, Founder of Mainly Governance and former SAP executive, about the structural and cultural dynamics that determine whether enterprise platforms deliver sustained ROI.Their discussion moves beyond implementation milestones to examine:Why governance is the decisive moment in large SaaS programs.How misaligned definitions of value undermine transformation efforts.The importance of a unified outcome story that connects personal leadership goals to enterprise strategy.The tension between adopting leading practices and preserving meaningful differentiation.Why go-live is simply the start of a cyclical capability-building journey.Steve emphasizes that governance is not a meeting cadence. It is a way of working that integrates accountability, decision-making clarity, and long-term capability development.For CX leaders, transformation executives, and organizational change leaders, this episode offers a strategic, experience-centered perspective on how technology, culture, and leadership intersect to produce real value.Listen tofull episodes on Spotify.⁠https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM?si=-1nDvG10QuGSnoxYfsRmUQ

AI is accelerating a long-overdue shift in customer experience—from collecting feedback after the fact to designing quality into experiences from the start.This episode examines how CX leaders can move beyond siloed surveys and generic metrics toward more contextual, conversational, and signal-based listening. The discussion covers the evolution of voice of the customer programs, the growing importance of unstructured text analytics, and how agentic systems may change everything from journey orchestration to customer feedback itself.Equally important, the conversation reinforces that culture, leadership behaviors, and shared accountability—not technology alone—are what determine whether these tools actually improve experiences.For leaders navigating CX, analytics, and AI adoption, the episode offers grounded perspective on where to focus now and how to prepare for what’s coming next.Listen to full episodes on Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM?si=-1nDvG10QuGSnoxYfsRmUQ

Events are an underused lever in customer experience—not because they generate feedback, but because they create relationships and shared context.In this episode, Matt Egol speaks with Bryan Rutberg about what makes an event “purposeful”: starting with the intended outcome, designing the environment for the right conversations, and ensuring leaders show up fully and intentionally. The conversation also links purposeful gatherings to culture and leadership behaviors—how place, pride, and purpose reinforce the brand promise in ways that surveys and dashboards cannot.Listen on Spotify. → https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM?si=-1nDvG10QuGSnoxYfsRmUQ

This episode examines how customer experience, culture, and leadership experience intersect when strategy is grounded in lived experience rather than abstraction.Matt Egol is joined by Simon Robinson, CEO of Holonomics and co-author of Designing Customer Experience with Soul, to explore why organizations struggle to implement strategy even when it is clearly defined. Simon introduces the Holonomics framework, emphasizing wholeness, dialogue, and universal human values as foundations for meaningful CX transformation.Together, they discuss leadership experience as a missing connector between CX and EX, the limits of analytics-only approaches, and how strategy becomes actionable when it is understood as a shared narrative.Follow for new episodes: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM?si=-1nDvG10QuGSnoxYfsRmUQ

Growth rarely fails because of effort. It fails because systems don’t connect.In this episode, The CX & Culture Connection explores revenue operations as a system for coordinated growth rather than a functional overlay. Matt Egol is joined by Steve Busby and Stephen DiIorio to discuss how organizations can align people, data, process, and culture to improve execution across the revenue cycle.Key themes include:Revenue operations as an enterprise system, not a role or trendWhy coalition-based leadership outperforms top-down modelsThe role of culture and collaboration in scaling customer experienceHow organizations can better measure and manage growth driversPractical ways AI can support learning, insight, and expertise at scaleThe discussion offers grounded guidance for leaders navigating complexity while trying to balance strategy, execution, and human-centered growth.Save episodes to revisit leadership frameworks:https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM?si=-1nDvG10QuGSnoxYfsRmUQ

This episode examines how customer experience, culture, and AI come together to drive business impact. Matt Egol speaks with HP’s Brandon McGovern about shifting from service focus to end-to-end experience, aligning CX to revenue, cost, and risk outcomes, and treating CX as leader-led work.They discuss distinguishing symptoms from root causes, balancing formal and informal cultural levers, and using conversational data, video feedback, and AI to deepen insight and improve journey design. The conversation also connects customer, brand, product, and employee experience as parts of a single system that shapes performance and consistency.📌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-Ww1eeXMore about Matt Egol and JourneySpark Consulting:Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark ConsultingA 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

In this episode of The CX & Culture Connection, Matt Egol is joined by Martha Brooke, CCXP — Chief Customer Experience Analyst at Interaction Metrics and a long-standing leader within the CXPA community.Their conversation explores how organizations can elevate customer listening by combining scientific rigor with a more human-centered understanding of B2B relationships. Martha discusses why objectivity matters, how to design research that actually advances decision-making, and the role emotions play in shaping meaningful experiences.The discussion covers:Why B2B experience is fundamentally different from consumer CXHow to define a clear learning agenda before designing a surveyThe value of neutral questions and unbiased research methodsHow AI can enhance (but not replace) thoughtful survey designThe importance of observing real interactions to understand emotionWays to bring customer listening and employee behavior programs closer togetherThe opportunity for HR and CX leaders to align around culture, capability-building, and experience deliveryThroughout the episode, Matt and Martha reflect on the growing need for integrated insight systems that close the gap between customer signals and organizational action — especially as AI, digital conversations, and ethnographic methods converge.This episode offers a grounded view of how leaders can modernize their listening programs while keeping rigor, neutrality, and human understanding at the center.📌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-Ww1eeXMore about Matt Egol and JourneySpark Consulting:Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark ConsultingA 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

Culture doesn’t “eat strategy for breakfast” — it dismantles any strategy that ignores it.In this episode of The CX & Culture Connection, host Matt Egol sits down with James Killian, founder of The Customer-Driven Leader, organizational psychologist, and faculty member in Michigan State University’s Customer Experience Program.James brings decades of experience helping Fortune 500 companies and mid-market brands transform leadership behavior, culture, and CX strategy. Together, he and Matt explore how leadership behavior shapes company culture, employee experience, and customer experience—and how aligning all three builds lasting brand trust.They discuss what separates a customer-driven organization from a merely customer-centric one, how to translate insights into daily habits that scale, and why customer experience can act as the unifying language across teams and disciplines.#CX #CustomerExperience #EX #Leadership #Culture #CXStrategy #CustomerDriven #CustomerCentric #BrandExperience #EmployeeExperience #LeadershipDevelopment #CXLeadership #OrganizationalCulture #MattEgol #JamesKillian #TheCustomerDrivenLeader #CXandCultureConnection

In this insightful episode of The CX & Culture Connection, host Matt Egol, CCXP, sits down with Mark Micheli, Founder and Chief Strategist of say__do, to explore how artificial intelligence is transforming the way organizations uncover and apply customer insights.Drawing on his background in journalism, experience design, and leadership at Accenture’s Fjord, Mark shares how AI can deepen empathy, scale human understanding, and empower teams to make smarter, faster decisions—without losing sight of the human element at the heart of every experience. Together, Matt and Mark dive into how tools like WEVO are pioneering “dynamic personas” and “simulated insights,” enabling teams to bring the customer’s voice into every conversation and design decision. They also discuss the cultural and ethical dimensions of AI adoption, the importance of experimentation and empowerment, and how leaders can cultivate a mindset that enhances—not replaces—human creativity and connection. From redefining research and design workflows to improving patient experiences in healthcare, this episode reveals how AI can act as a co-pilot that elevates both customer understanding and organizational growth. Listen to the full episode: https://youtu.be/01fsc1uQD9Y #CX #ExperienceManagement #AI #ExperienceDesign #WevoAI #Innovation #CustomerExperience #CXLeadership #Innovation #JourneySparkConsulting #MarkMicheli #MattEgol 00:00 The Importance of Customer Insights05:08 AI in Customer Experience 10:00 Dynamic Personas and Simulated Insights 14:49 The Role of AI in Healthcare 19:48 Balancing AI and Human Interaction 24:57 The Future of Work with AI 30:10 Closing Thoughts and Future Collaborations 📌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

In this dynamic episode of The CX and Culture Connection, host Matthew Egol, CCXP, sits down with long-time friend and marketing thought leader Jim Lecinski to discuss how artificial intelligence is reshaping customer experience, marketing strategy, and organizational growth. Jim, a former VP at Google and current Clinical Associate Professor at Kellogg, shares insights from the newly updated edition of his book The AI Marketing Canvas, co-authored with Professor Raj Venkatesan.The conversation explores how organizations can unlock the power of AI relationship moments to accelerate growth, improve personalization, and reduce friction at every stage of the customer journey. From predictive analytics to generative content and intelligent experimentation, Jim emphasizes the importance of a "whole-brained" approach—combining left-brain machine learning with right-brain creative tools to build marketing teams equipped for the future. He also provides a practical framework for assessing maturity and scaling internal capabilities, whether you're a Fortune 500 brand or an agile startup.Whether you’re just starting to explore AI or you’re leading its integration across your enterprise, this episode is packed with actionable insights for CMOs, CX leaders, and growth strategists. You’ll hear real-world examples of organizations applying AI to personalize experiences, accelerate ROI, and evolve into platform businesses. As Jim puts it, “It’s still not too late to be early”—but the time to act is now.Watch the full episode on YouTube: https://youtu.be/5_MTH6a_pAw#CX #AI #MarketingStrategy #CustomerExperience #AIMarketingCanvas #JimLecinski #MattEgol #JourneySparkConsulting #CXLeadership #DigitalTransformation #KelloggSchool #AIForGrowth #Personalization #CustomerJourney00:00 AI Relationship Moments: Enhancing Customer Connections02:49 The Evolution of AI in Marketing06:11 Building AI Capabilities: A Journey Through Maturity09:02 From Nodes to Networks: Strategic Business Models12:13 Generative AI: Transforming Marketing Workflows15:01 Scaling AI: In-House vs. Outsourcing18:13 Emerging Brands: Leveraging AI for Growth21:08 The Future of Consulting: Adapting to AI Changes23:49 Final Thoughts: Embracing AI in Marketing📌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-Ww1eeXMatthew Egol, Host, Founder and Chief Executive Officer of JourneySpark ConsultingA partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. 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

In this inspiring episode of CX and Culture Connection, host Matt Egol, CCXP, welcomes back the legendary Lou Carbone, a pioneer and thought leader in experience management. Together, they dive deep into the vision and purpose behind the Experience Management Collaboratory—a groundbreaking initiative designed to bridge academia and industry, foster collaboration, and accelerate the science of experience.Lou shares how the collaboratory aims to close critical gaps in our understanding of experience by bringing together researchers, practitioners, and organizations in a systemic, innovative approach. They discuss the importance of moving beyond fragmented efforts, exploring how emotional resonance, human behavior, and culture are integral to creating true value—both emotional and functional—that transforms organizations and their people.This episode also marks a special moment, coinciding with CX Day, as Lou and Matt unveil their collective vision for a more cohesive, research-driven, and impact-oriented future in experience management. Lou emphasizes the power of co-creation, experimentation, and shared knowledge in shaping a new era—one where experience is recognized as the ultimate driver of human connection and business success.Tune in for a compelling conversation about how the collaboratory can become a catalyst for industry-wide change, and discover how you can get involved in this movement to elevate experience management to its full potential. Listen now: https://youtu.be/IXZfHZzt8IU#CX #ExperienceManagement #Collaboratory #EmotionalResonance #CXDay #Innovation #Leadership00:00 The Dream of Experience Management10:04 Bridging Academia and Business20:06 The Importance of Emotion in Experience Management29:54 The Collaboratory: A New Era of Research and Collaboration📌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-Ww1eeXMore about Matt Egol and JourneySpark Consulting:Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark ConsultingA 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

On this episode of CX and Culture Connection, host CCXP Matt Egol welcomes Michael Hinshaw, a leading expert in experience management and the founder of MCorpCX, to delve into the transformative concept of the Experience Operating System (XOS) Michael shares how this structured, holistic framework helps organizations operationalize their customer experience strategies by connecting silos and aligning key capabilities like strategy, design, culture, data, measurement, and processes.Together, they explore how the XOS acts as a continuous journey—more than a one-time project—empowering organizations to evolve their experience management practices over time. Michael emphasizes the importance of linking CX to tangible business outcomes, making experience a true driver of value rather than just a measurement exercise.He also discusses the crucial role of emotion in experiences, how culture is the foundation that cuts across all elements, and why embedding experience as a system is vital for sustained success. With insights from his work with CXPA members and clients, Michael reveals practical ways to assess, improve, and leverage the eight keys for maximum impact.Tune in to discover how an Experience Operating System can help your organization deliver meaningful, consistent experiences that truly connect with customers and employees—driving growth, loyalty, and competitive advantage. Listen to the full episode here: https://youtu.be/QG5emz3c0gI#CX #ExperienceManagement #ExperienceOS #Leadership #CustomerExperience #BusinessTransformation📌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-Ww1eeXMore about Matt Egol and JourneySpark Consulting:Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark ConsultingA 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

In this episode of CX & Culture Connection hosted by Matt Egol, CCXP, Matt is joined by CX veteran JP Dumas to explore how contact centers are more than cost centers—they’re strategic assets for loyalty, retention, and revenue growth. JP shares how every customer interaction provides signals—whether to buy or of friction—that can be harnessed through data and AI to drive proactive retention and upselling. The episode emphasizes turning contact centers into powerful growth engines by leveraging insights, AI tools, and a customer-centric culture.Matt and JP discuss practical ways to improve CX, like managing first contact resolution, using sentiment analysis, and utilizing AI for quality management and personalization. They highlight the importance of empowering frontline employees as brand ambassadors, reducing turnover costs, and building a culture that values customer and employee experiences. Looking ahead, JP explains how AI can augment human agents, support compliance, and create seamless omni-channel experiences—making contact centers the “canary in the coal mine” for business health.Watch the full episode here: https://youtu.be/KQAPTW_9a_I with Matt Egol & JP Dumas. Gain insights on transforming your contact center into a competitive advantage, leveraging AI, and fostering a customer-first culture. Perfect for CX leaders and operations execs seeking impact.#CustomerExperience #CXandCulture #ContactCenter #AIinCX #CustomerRetention #BusinessGrowth #CXLeadership00:00 The Power of Contact Centers03:10 Proactive Retention Strategies06:13 Transforming Customer Interactions09:12 Data-Driven Insights for Improvement12:03 The Role of AI in Customer Experience23:55 Enhancing Employee Experience for Better CX30:03 The Future of AI in Customer Engagement📌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-Ww1eeXMore about Matt Egol and JourneySpark Consulting:Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark ConsultingA 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

On this episode of CX and Culture Connection, host Matt Egol, CCXP, sits down with visionary thinker Bernie Jaworski to explore how organizations can harness the transformative power of AI to create meaningful impact. Bernie emphasizes that AI’s potential is vast—ranging from boosting customer and employee experiences to fostering more human-centric cultures—and highlights the importance of intentional leadership in guiding this evolution.Bernie shares his motivation behind focusing on the intersection of humanity, culture, and technology, underscoring that true progress happens when leaders view organizational change through a systems lens—recognizing that every part of the organization, from the brand to the community, is interconnected. He discusses how AI, especially generative AI, offers unprecedented opportunities for organizations to innovate, collaborate, and deepen their understanding of human behavior.Throughout the conversation, Bernie advocates for a shift away from false trade-offs—like choosing between cost savings and experience—and instead encourages a both-and mindset that drives sustainable growth and human connection. He also reveals how his Humanity at Scale movement aims to empower leaders and organizations to think bigger, act more intentionally, and build cultures that truly serve people.Tune in to discover how AI can be a force for good in your organization, how to cultivate leadership that inspires impactful change, and why embracing a systems view is key to thriving in a rapidly evolving landscape. Listen to the full episode here: https://youtu.be/ZDvtEbHg7vU#CX #Culture #AI #Leadership #HumanityAtScale #DigitalTransformation #Impact00:00 The Potential of AI in Organizations01:01 Introducing Humanity at Scale02:27 Motivation Behind Humanity at Scale04:47 The Impact of Leadership on Culture07:40 Broader Community and Organizational Culture10:32 Evolving Leadership Experience13:54 The Evolution of Experience Management16:48 Avoiding False Trade-offs in Business18:43 AI's Role in Enhancing Human Experience21:35 The Shift in Centralized Teams23:57 AI and Insights Collaboration26:48 Simulating User Experience with AI29:37 AI's Impact on Content and Human Behavior32:31 Leveraging AI for Valuable Insights35:48 The Interconnection of CX and Culture📌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-Ww1eeXMore about Matt Egol and JourneySpark Consulting:Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark ConsultingA 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 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

In this episode of CX and Culture Connection, host Matt Egol, CCXP, welcomes Bruce Temkin, a pioneer in experience management and founder of Humanity at Scale, to explore the profound ways AI is shaping the future of organizations. Bruce emphasizes that the potential outcomes of AI are vast and varied, from enhancing customer and employee experiences to transforming organizational culture and community engagement.Bruce shares his motivation behind launching Humanity at Scale, driven by a desire to move beyond the traditional focus of experience management—highlighting that true impact comes when leaders see experience as a holistic, interconnected system that influences everything from internal culture to broader societal relationships. He discusses how AI, especially generative AI, offers a unique opportunity to reimagine how organizations understand and serve people, fostering a more human-centric approach at scale.The conversation dives into how organizations can leverage AI not just for efficiency or cost-saving, but as a tool to deepen human connections, improve decision-making, and build more resilient, compassionate communities. Bruce advocates for a shift in industry language—from debating whether to focus on humans or results—to embracing experience as the pathway to sustainable success.Tune in to discover how AI can be a force for good, how leaders can cultivate empathy and impact, and why the next wave of experience management is about integrating human values with technological innovation. Listen to the full episode here: https://youtu.be/t83y-t4ykxI#AI #ExperienceManagement #HumanityAtScale #Leadership #Culture #DigitalTransformation #FutureofWork00:00 The Potential of AI in Organizations01:01 Introducing Bruce Temkin and His Journey02:27 Motivation Behind Humanity at Scale04:47 The Importance of Impact and Mentorship08:10 Leaders and Their Broader Responsibilities10:32 The Evolution of Experience Management13:24 Avoiding False Trade-offs in Leadership16:20 AI's Role in Enhancing Human Experience19:43 The Future of Customer Experience Teams22:34 Collaboration and Transformation in Organizations25:23 Leveraging AI for Insights and Decision Making29:10 The Intersection of AI and Human Judgment32:31 The Systemic Nature of CX and Culture35:48 Inspiring Human-Centric Organizations📌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-Ww1eeXA 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 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

In this episode of CX and Culture Connection, host Matt Egol, CCXP, welcomes Chris Hodges, author of Noble Automation Now, to discuss the transformative power of AI and intelligent automation in customer and employee experiences. Chris emphasizes that while the potential of AI is vast, the real challenge lies in ensuring data quality, fostering human-centered AI, and integrating these technologies thoughtfully into organizational culture. He shares compelling examples, like AI-driven call center support that anticipates customer issues in real time, dramatically reducing wait times and empowering frontline employees to deliver exceptional service.Chris also explores how AI can be a catalyst for building a human-centric workplace, helping employees become heroes rather than overwhelmed by complex systems. He highlights the importance of leadership in guiding organizations through technological change with respect, clarity, and a focus on human potential—drawing from concepts like Noblesse Oblige and the hero's journey. The conversation touches on cultivating a culture of experimentation, continuous learning, and agility to stay ahead in a rapidly evolving digital landscape.Tune in to discover practical insights on leveraging AI for impactful customer and employee experiences, the cultural shifts needed to support innovation, and how leaders can navigate the fear and opportunities of this technological revolution. Listen to the full episode here: https://www.youtube.com/watch?v=Jmm4F7lvwNE#AI #Automation #CX #Culture #Leadership #DigitalTransformation #HeroJourney00:00 Introduction to AI and Customer Experience05:01 Transforming Customer Interactions with AI10:11 AI Use Cases in Customer Experience15:12 The Role of AI in Employee Experience20:01 Noble Automation and Leadership24:47 The Hero's Journey in Business29:55 Conclusion and Future of AI in CX and EX📌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-Ww1eeXMore about Matt Egol and JourneySpark Consulting:Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark ConsultingA 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

In this episode of CX and Culture Connection, host Matt Egol, CCXP, sits down with Ken Favaro, author of Real Strategy and Chief Strategy Officer of BERA.ai, to explore what truly defines effective strategy. Ken emphasizes that real strategy centers on answering three key questions: Who is our target market? Why should they choose us? And what capabilities do we need to deliver that value—answers that are essential for driving meaningful execution and results.Ken also discusses how many organizations fall into the trap of "fake strategies," which lack clarity around these core questions and often lead to wasted energy and misaligned efforts. He highlights the importance of leaders doing the hard work to develop their own strategies, ensuring alignment between business, brand, and culture, ultimately enabling sustained performance. Tune in to gain insights on how to craft authentic strategies, link them to culture, and leverage data like BERA scores to continuously improve customer and employee experiences. Listen to the full episode here: https://youtu.be/02ls17fMzeY#Strategy #Leadership #CX #Culture #RealStrategy #BusinessImpact00:00 Understanding Real Strategy10:04 The Importance of Alignment in Strategy19:56 Brand and Customer Experience Connection29:59 Culture's Role in Strategy Execution📌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-Ww1eeXMore about Matt Egol and JourneySpark Consulting:Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark ConsultingA 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

What if everything we knew about marketing campaigns is now obsolete?In this episode of The CX and Culture Connection, host Matthew Egol, CCXP, of JourneySpark Consulting sits down with Randall Rothenberg, former CEO of the Interactive Advertising Bureau (IAB) and longtime thought leader in marketing and media. Together, they explore the seismic shifts in branding, advertising, and customer experience—unpacking how digital transformation and AI are reshaping how brands connect with people.From the rise of the influencer economy to the collapse of the traditional funnel, Rothenberg shares insights on the death of the “big idea,” the power of personalization, and why modern marketing is now about orchestrating experiences—not just broadcasting messages. If you're building a modern brand or CX strategy, this is a must-watch conversation.Watch the full episode here: https://youtu.be/L5GuyUDvSrM#CX #CustomerExperience #DigitalTransformation #MarketingStrategy #JourneySparkConsulting #RandallRothenberg #MattEgol #TheCXandCultureConnection #BrandExperience #AIinMarketing #Personalization #InfluencerEconomy00:00 The Evolution of Advertising and Marketing07:57 From Unique Selling Proposition to Personalization15:51 Building Brands Through Experiences23:58 The Rise of the Direct Brand Economy32:03 The Impact of AI on Marketing Strategies📌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-Ww1eeXMore about Matt Egol and JourneySpark Consulting:Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark ConsultingA 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

Discover how customer experience (CX) serves as the most powerful and tangible reflection of your brand promise in the newest episode of CX and Culture Connection with host Matt Egol, CCXP, and guest Jennie Kaylie, Founder & CEO of Rock the Brands. They dive into the importance of creating emotional, seamless moments for customers and how these experiences drive loyalty, trust, and advocacy in today’s competitive landscape.Jennie shares her expertise on aligning brand strategy, culture, and CX to build lasting brand equity. She discusses innovative approaches like future-proofing through backcasting, leveraging AI for rapid insights, and fostering a company culture that empowers employees to deliver authentic brand experiences.Tune in to learn practical strategies for integrating CX and culture, plus insights on how emerging brands can disrupt markets and scale quickly. Watch the full episode here: https://youtu.be/lMTdgdv2x7E#CXandCulture #BrandExperience #CustomerLoyalty #FutureProof #AI #BrandStrategy00:00 The Power of Customer Experience07:44 Evolving Marketing Strategies10:05 Direct to Consumer Insights11:32 Future-Proofing Brands18:24 Choosing Strategic Focus21:43 Leveraging Insights for Growth26:58 The Role of AI in Marketing32:01 Coaching vs. Fractional Roles35:13 Culture's Impact on Customer Experience📌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-Ww1eeXMore about Matt Egol and JourneySpark Consulting:Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark ConsultingA 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

In this episode of The CX and Culture Connection, host Matt Egol, CCXP, welcomes Tamar Cohen, founder of Halo Effect and former CX leader at Travelers, Zoetis, and Citi. Tamar brings deep expertise in connecting the dots between customer experience (CX) and employee experience (EX)—not as siloed strategies, but as a unified movement that drives value, culture, and performance across organizations.Tamar shares insights from her career launching CX and EX functions from the ground up and discusses the “Four E’s” of energizing your workforce: Educate, Empower, Engage, and Energize. She unpacks why today’s EX isn’t just an HR issue—it's a foundational element of sustainable CX. With real-world examples from industries as diverse as financial services and animal health, Tamar explains why companies can’t deliver consistent customer experiences without aligning behaviors, incentives, and culture internally first.If you're ready to spark a movement inside your company, build strategic alignment, and scale behaviors that actually drive transformation, this episode is a must-listen.Watch the full episode here: [https://youtu.be/WLrnVQuss7QHaloEffect: https://www.myhaloeffect.com/post/the-emotional-intersection-of-customer-and-employee-experience#CustomerExperience #EmployeeExperience #CultureChange #Leadership #CXStrategy #EXDesign #CXandEX #CXPodcast #TheCXandCultureConnection #HaloEffect #JourneySpark #ChangeManagement #HumanCenteredDesign00:00 The Challenge of Managerial Overload01:13 Introducing Tamar Cohen and Halo Effect02:12 The Journey to Launching Halo Effect04:06 The Intersection of Employee and Customer Experience06:46 Understanding Employee Experience in CX09:52 The Four E's of Employee Engagement12:08 Sparking a Cultural Movement14:52 Building Alignment and Clarity in Culture18:06 The Value Accelerator Framework20:55 Driving Behavioral Change in Organizations23:50 The Importance of Culture in Change Management26:58 Balancing Strategy and Culture29:47 The Role of Communication in Transformation33:00 Creating Stability During Change36:13 The Power of Employee Ambassadors39:06 Closing Thoughts and Future Collaborations📌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-Ww1eeXA 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.

In this episode of The CX and Culture Connection, host Matt Egol, CCXP, welcomes longtime collaborator and fellow innovator Sujay Saha, Founder and President of Cortico-X. Together, they dive deep into what it really means to build experiences that stick—focusing not just on rapid execution, but on long-term, human-centered transformation. From their shared history at PwC to co-developing the "Return on Experience" framework, this episode is both a reunion and a forward-looking blueprint for modern CX leaders.Sujay shares his journey from consulting to entrepreneurship, and how Cortico-X is leading the charge in productizing services that drive meaningful, measurable change. Topics include experience activism, dynamic roadmapping, AI-powered customer insights, and how to bridge the gap between strategy and behavioral adoption across an organization. Matt and Sujay explore how culture, data, and design can be tightly interwoven to turn CX into an organization-wide discipline—not just a department.If you're a CX leader looking to elevate impact, accelerate innovation, and embed human-centered thinking into your organization’s DNA, this is a must-listen. Watch the full episode of The CX and Culture Connection with Matt and Sujay here: https://youtu.be/TP2gIuvylT0#CX #Culture #ExperienceActivism #Leadership #DigitalTransformation #CustomerExperience #AI #OrganizationalDesign #ReturnOnExperience #TheCXandCultureConnection #MattEgol #SujaySaha #CorticoX00:00 Transforming Customer Experience through Human Centricity05:08 Innovations in Experience-Led Strategic Planning09:57 Leveraging AI for Enhanced Customer Insights15:05 Experience Activism: Integrating Values into Decision-Making20:08 The Evolution of Customer Listening and Measurement35:07 Closing Thoughts on the Future of CX Leadership📌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-Ww1eeXMore about Matt Egol and JourneySpark Consulting:Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark ConsultingA 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

On the newest episode of The CX and Culture Connection, host Matt Egol, CCXP, is joined by Peter Fogelsanger, a seasoned fractional executive specializing in building winning partner ecosystems. Together, they explore why thriving partner ecosystems are essential for scaling customer success and enhancing the customer journey.Peter shares his expertise on how digital experiences, AI, and partner engagement are reshaping the way organizations build loyalty and deliver value. They discuss how today's partner programs must move beyond simple referral models to create truly integrated, collaborative ecosystems that drive real business impact. From onboarding best practices to leveraging AI for predictive insights, Peter brings real-world strategies and actionable advice for companies of all sizes.If you're looking to build, scale, or revitalize your partner ecosystem strategy, this conversation is packed with insights you can put into action. Don't miss the full discussion on The CX and Culture Connection with Matt Egol and guest Peter Fogelsanger! Watch here: https://youtu.be/hcv3aun8Ces#CX #CustomerExperience #PartnerEcosystem #CustomerSuccess #DigitalTransformation #MarketingStrategy #Leadership #TheCXandCultureConnection #MattEgol00:00 Unlocking Data from Customer Interactions03:07 The Importance of Partner Ecosystems05:51 Navigating the Evolving Landscape of SaaS08:46 The Role of Digital Experience in Partner Engagement12:05 Managing Partner Experiences for Success14:57 Integrating Marketing, Sales, and Customer Success17:51 The Value of a Holistic Approach to Partnerships21:14 Leveraging AI for Enhanced Customer Insights24:07 Building a Culture of Collaboration and Experimentation26:57 Driving Value through Partner Ecosystems29:53 Strategies for Effective Partner Ecosystem Management33:11 The Future of Partner Ecosystems in SaaS📌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-Ww1eeXMore about Matt Egol and JourneySpark Consulting:Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark ConsultingA 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

In the latest episode of The CX and Culture Connection with host Matt Egol, we hear from Dave Sommer, SVP at Bazaarvoice and former executive at Meta and Snap. Drawing from his deep experience in shopper marketing and digital media, Dave shares how the most effective brands today are built not just through ads, but through authentic, emotionally engaging experiences amplified at scale. He and Matt discuss how platforms like Bazaarvoice are helping brands spark and syndicate consumer-driven content that drives measurable impact across retail, media, and digital shelves.From old-school shelf talkers to AI-enhanced content optimization, Dave walks us through the evolution of brand-building—highlighting how ratings, reviews, influencer partnerships, and retail media are now central to conversion. He introduces Bazaarvoice Vibe, a content platform that fuels user-generated content, sources the right influencers, and syndicates rich media across major platforms like Walmart, Target, Facebook, and TikTok. Their conversation also explores how data and insights can guide the personalization and placement of content at every touchpoint in the customer journey.Don’t miss this packed conversation on customer experience, media innovation, and culture-driven transformation. Watch the full episode of The CX and Culture Connection with Matt Egol and guest Dave Sommer here: https://youtu.be/x9EvE7pnnUw#CX #CustomerExperience #RetailMedia #InfluencerMarketing #BrandBuilding #DigitalTransformation #Bazaarvoice #TheCXandCultureConnection #MattEgol #DaveSommer00:00 The Evolution of Brand Experiences03:02 The Role of Digital Conversations in Marketing06:12 Content Creation and Syndication Strategies09:06 Influencer Marketing and User-Generated Content12:08 The Shift from Advertising to Experience14:48 Leveraging AI for Enhanced Marketing17:53 Insights and Analytics in Retail Media20:52 Building Collaborative Partnerships24:00 The Future of Customer Experience and Culture26:47 Final Thoughts and Future Directions📌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-Ww1eeXMore about Matt Egol and JourneySpark Consulting:Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark ConsultingA 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.#journeyspark

Why do so many customer journey mapping efforts fall flat—and what can we do about it? In this episode of The CX and Culture Connection, host Matt Egol, CCXP, sits down with Dave Seaton, CEO of Seaton CX, to explore the evolving role of journey mapping, the impact of organizational culture, and a fresh methodology that’s helping companies move from insight to action.Dave shares the story behind launching his consultancy during the pandemic, driven by a desire to work across industries and improve both customer experience and business outcomes. From B2B to nonprofits and beyond, Dave’s work has shown that journey mapping isn’t just about visuals—it’s about alignment, emotion, and actionable insight.Plus, hear more about Matt and Dave’s collaboration through the new CX on the Rocks Collective, a community designed for CX leaders seeking peer support, expert insights, and career growth in a rapidly changing landscape.Whether you’re new to journey mapping or looking to revive a stalled initiative, this episode offers practical takeaways and strategic frameworks to help your team move beyond static diagrams and into real, lasting customer impact.🎧 Watch or listen to the full episode here: https://youtu.be/DMRUAXlH-GU🌐 Learn more about Dave’s Journey Map Jumpstart: https://seatoncx.com📣 Join the CX on the Rocks community: https://cxontherocks.com#CXStrategy #CustomerExperience #JourneyMapping #Leadership #CultureChange #EmployeeExperience #AIinCX #DARMAMethod #CXandCulture #MattEgol #DaveSeaton #SetonCX #CXonTheRocks #VoiceOfTheCustomer #CXTransformation #CustomerInsight #DigitalExperience00:00 The Future of Customer Journey Mapping03:01 Entrepreneurship and the Birth of Seaton CX05:50 Challenges in Journey Mapping09:13 The Importance of Actionable Insights12:05 Aligning Customer Experience with Company Culture14:53 The Darma Method for Journey Mapping17:47 Leveraging AI in Customer Journey Mapping21:01 Building a Community for CX Professionals23:48 The Role of AI in Enhancing Customer Experience27:08 Closing Thoughts and Future Directions📌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-Ww1eeXMore about Matt Egol and JourneySpark Consulting:Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark ConsultingA 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.

In this insightful episode of The CX and Culture Connection, host Matt Egol sits down with Audrey Stone, VP at JPMorgan Chase, to discuss the intersection of customer experience (CX) and employee experience (EX). Audrey shares her unique perspective on how leaders can drive cultural change, improve customer interactions, and create a ripple effect of positive experiences throughout an organization.Audrey highlights the importance of valuing employees and customers at every level, from frontline workers to senior leadership. She emphasizes how a culture of listening, transparency, and employee support directly translates into better customer experiences. They also dive into how AI is shaping the future of CX, from reducing friction in customer interactions to helping employees focus on more meaningful, human-centered tasks.Tune in now to gain valuable insights on building a customer-centric culture and making CX truly impactful. Listen to the full episode here. https://youtu.be/yWGBmjJibhw#CXandCulture #CustomerExperience #EmployeeExperience #Leadership #CXInnovation #BusinessGrowth #AIinCX #CultureTransformation #CXLeadership00:00 Valuing Customers and Employees03:01 The Ripple Effect of Employee Experience06:13 Removing Friction in Customer Interactions08:59 Creating Consistency in Customer Experience11:51 The Role of Leadership in Employee Engagement15:13 Leveraging Technology and AI in CX17:55 Building Personas and Understanding Customer Journeys20:47 The Importance of Integration in Customer Experience24:08 The Connection Between Employee and Customer Experience26:58 Creating Delight Beyond Customer Effort30:14 Cultural Alignment with CX Strategy33:09 Agility in CX and EX Strategies36:02 Leading Change and Building Trust📌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-Ww1eeXMore about Matt Egol and JourneySpark Consulting:Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark ConsultingA 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

In this episode of The CX and Culture Connection, host Matt Egol, CCXP sits down with Bill Tierney, VP of Customer Experience and Customer Analytics at Southwest Airlines, to explore the power of AI, analytics, and culture in delivering exceptional CX. Bill shares his unique perspective on turning human chaos into long-term strategy, the intersection of employee and customer experience, and how Southwest Airlines fosters a culture that prioritizes people first.Key topics include:✅ How AI can enhance CX by reducing friction and personalizing experiences✅ The importance of human connection in customer satisfaction✅ Using data-driven insights to drive innovation at scale✅ How leaders shape CX culture and inspire teams to put customers first"You can't have an exceptional customer experience if it doesn't rest on an exceptional employee experience." – Bill TierneyListen now: The CX and Culture Connection: https://youtu.be/uGs59Ff4WsQJoin the CX community: www.cxontherocks.com#CustomerExperience #CXLeadership #AIinCX #DataDrivenCX #CultureAndCX #PodcastInsights #SouthwestAirlines00:00 Transformational Insights on Customer Experience02:51 The Chaos of Human Interaction in CX06:06 The Connection Between Employee and Customer Experience09:00 Building a Culture of Care and Support11:58 The Role of Leadership in Shaping Culture15:11 Harnessing Emotions in Customer Journeys17:52 The Power of Human Connection in CX20:50 Leveraging AI for Enhanced Customer Experience23:55 The Journey of Blending Analytics and Emotion26:51 Career Advice for Aspiring CX Professionals📌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-Ww1eeXMore about Matt Egol and JourneySpark Consulting:Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark ConsultingA 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

In the latest episode of The CX and Culture Connection podcast, host Matt Egol, CCXP, founder of JourneySpark Consulting, sits down with CX experts Roberta, Jason, and Suzi to explore the power of data-driven decision-making and the launch of the new community: CX on the Rocks.The conversation dives into the importance of moving from data overload to data action, highlighting how companies often have more data than they need but struggle to find the right insights that drive meaningful business outcomes. The guests discuss how tools like Lean Six Sigma, change management methodologies, and human-centered design help organizations shift from chasing survey scores to driving real impact. They also emphasize the critical role of culture, noting that curiosity, consistency, and accountability are essential for creating a CX-driven organization. Additionally, the episode introduces CX on the Rocks, a new community for CX, product, and brand leaders to connect, learn, and share best practices in areas like data analytics, AI, and customer experience.Tune in now to get the insights you need! Listen to the full episode of The CX and Culture Connection Podcast at https://youtu.be/GyIze5DEiq0Learn more about the community: www.cxontherocks.com#CXandCulture #CustomerExperience #CXLeadership #DataDrivenDecisions #AIinCX #CXontheRocks #JourneySparkSolutions #PodcastCommunity00:00 The Importance of Data in CX05:25 Navigating Change Management in CX12:19 Leveraging Data for Continuous Improvement19:39 The Role of Culture in Customer Experience25:02 Linking Experience to Business Outcomes32:53 The Human Element in Data-Driven Decisions39:56 Building Effective Habits for Change45:01 Community and Collaboration in CX📌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-Ww1eeXMore about Matt Egol and JourneySpark Consulting:Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark ConsultingA 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

In this episode of The CX and Culture Connection, host Matt Egol, CCXP, sits down with Aaron Shapiro, founder and CEO of multiple high-growth companies, including Product—the agency built for the AI era—and Day Forward, a next-gen life insurance company. From leading Huge and selling it to IPG to pioneering Silverpop, acquired by IBM, Aaron has been at the forefront of digital transformation. Now, he's applying AI to revolutionize CX, marketing, and automation. How can companies fine-tune AI to solve real business problems? What are the three AI-driven trends shaping the future of customer experience? And why is the blend of human expertise and AI automation the key to success? Whether you’re a CX leader, marketer, or innovator, this conversation will give you actionable insights on how to future-proof your business. Listen now and join the conversation! https://youtu.be/BzX5_pvG7sc #AIinCX #CustomerExperience #DigitalTransformation #MarketingInnovation #Leadership #BusinessStrategy 00:00 The Power of AI in Business Problem Solving 02:53 Transforming Customer Experience with AI 05:54 Future-Proofing Businesses through AI Strategies 09:06 The Evolution of Marketing and Content Creation 11:57 Automating Content Creation in Media 15:08 The Shift in Media Consumption Patterns 17:48 Building Emotional Connections through Experiences 21:58 Emotional Peaks in Customer Journeys 24:00 The Magic of AI in User Experience 27:55 The Pathway to Value: Better, Faster, Cheaper 30:52 Revolutionizing Life Insurance with Technology 35:05 The Human Touch in Digital Experiences 39:01 Building Culture in Remote Work Environments 45:28 Embracing Change and Innovation 📌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

Join Matt Egol, Sean Albertson, and Marc Mandel on The CX and Culture Connection as they unveil their latest collaboration—CX On The Rocks, a community designed to transform how businesses approach customer experience and culture. In this insightful episode, Matt welcomes Sean, founder of CX4Rocks, and Marc, founder of Wow Moments, to discuss the challenges and opportunities in today’s evolving CX landscape. Together, they dive into why CX is at a crossroads, how their new community aims to support practitioners, and the importance of aligning people, process, and technology to deliver real impact. CX On The Rocks offers a unique space for professionals to access expert insights, engage in interactive discussions, and tackle the complexities of modern experience management. Ready to learn more? Listen to this episode of The CX and Culture Connection with host Matt Egol, and discover how CX On The Rocks can help you drive transformation in your organization. Check out https://youtu.be/odB4uQTUyfM for the full episode. #CustomerExperience #CXOnTheRocks #Leadership #DigitalTransformation #CultureByDesign 00:00 Introduction to CX on the Rocks Community 02:30 The Impetus for Change in Customer Experience 05:50 Navigating the Challenges of CX 11:10 The Role of Technology and Data in CX 15:53 Culture's Impact on Customer Experience 20:38 Empowerment and Engagement in the Workplace 26:21 Continuous Improvement and Journey Mapping 30:01 Building a Collaborative CX Community 34:37 The Future of Customer Experience 📌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

In this episode of The CX and Culture Connection, host Matt Egol interviews David Friedman, CEO of CultureWise and author of Culture by Design, to discuss how defining and reinforcing key behaviors can build a scalable, high-performing culture. David shares insights from his work with 800+ organizations, emphasizing the power of rituals and consistent practice to maintain cohesion—especially in hybrid work settings. With examples like the Ritz-Carlton’s service model and lessons from Atomic Habits, Matt and David explore practical ways to strengthen culture, foster innovation, and drive lasting growth. Listen to the full episode here: https://youtu.be/hFiYBQIAldo #CX #OrganizationalCulture #Leadership #CultureByDesign #BusinessGrowth #EmployeeExperience #HybridWork 0:00 –Preview of Episode 0:26 – Introduction of Guest David Friedman 1:32 – The Importance of Culture in Organizations 3:43 – The Informal Side of Culture 6:02 – Triggers for Cultural Change 7:59 – The Importance of Culture in Achieving Growth Potential 13:44 – Understanding Culture Through Behavior 17:26 – Habit Building 19:30 – Rituals and Habits in Culture 24:56 – The Atomic Habits book by James Clear 27:39 – Embedding Behaviors for Lasting Change 31:10 – Repetition Creates Self-Awareness 32:46 – Connecting Culture to Customer Experience 39:46 – Balancing Breadth and Depth in Cultural Focus 45:43 – Guest Contact Details and 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

In the latest episode of The CX and Culture Connection Podcast, Matt Egol, CCXP, sits down with Jim White, Chief Culture Officer at Ignite Medical Resorts, to explore the intersection of culture and customer experience in healthcare. Jim shares his journey from the gaming and hospitality industries to healthcare, revealing how the principles of customer experience and employee engagement transcend industries. Key highlights include: • How Ignite is "extinguishing the stereotype" of traditional nursing homes by creating vibrant, customer-focused medical resorts. • The importance of onboarding, gamification, and recognition in fostering a strong workplace culture. • Why emotions like happiness and pride are pivotal in both employee and customer experiences. • How healthcare organizations can leverage journey mapping and real-time feedback to elevate CX. Listen now to discover actionable strategies for aligning culture and CX to drive business success. https://youtu.be/IEa0DZOKFHw #CustomerExperience #CXLeadership #HealthcareInnovation #EmployeeEngagement #CultureTransformation 0:00 – Preview of Episode 0:26 - Introduction of Guest Jim White 1:21 – Similarities of Gaming, Hospitality, and Healthcare Industry 2:21 – The Connection Between Culture and Customer Experience 5:25 – Defining and Building Company Culture 7:32 – Employee Experience and Engagement Strategies 11:11 – Emotional Impact on Customer and Employee Experiences 12:49 – Behavior is Habitual 15:32 – Learning from Different Industries 17:25 – The Role of AI in Healthcare 22:32 – Impact Customer Experience: Living the Brand 24:28 – Hired based on Personality 29:44 – Journey Maps and Customer Listening 32:32 – Right Emotions and Behavior in Creating Peaks 35:36 – How AI impacts healthcare 40:54 – Advice for Enhancing Culture and CX 43:18 – Guest Contact Details and 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

In the latest episode of The CX and Culture Connection Podcast, host Matt Egol, CCXP, sits down with Nitzan Shaer, CEO and co-founder of Wevo, to explore how the customer experience landscape is being transformed by AI-driven simulated audiences. With over 20% of customers leaving a brand after just one bad experience, Nitzan highlights how companies can preemptively avoid costly product failures by leveraging innovative tools like Wevo Pulse. Together, they discuss the fundamental shift from traditional, costly user testing to real-time, predictive insights that empower businesses to innovate faster, reduce risk, and enhance customer loyalty. This thought-provoking episode dives into topics such as the power of AI in customer insights, the evolution of lean startups, and the cultural behaviors that drive successful innovation. Nitzan also shares how leading companies like Mastercard are harnessing Wevo's solutions to achieve unprecedented agility and ensure customer-first results. Whether you're an entrepreneur, CX leader, or product manager, this episode offers actionable strategies to navigate the era of simulated audiences. Listen now to learn how to stay ahead in this rapidly evolving CX landscape: https://youtu.be/wbpw8E7lCMY #SimulatedAudiences #CXInnovation #AIInsights #CustomerExperience #Wevo #MattEgol #CultureAndCX 0:00 – Preview of Episode 0:25 – Introduction of podcast and guest Nitzan Shaer 2:00 – Accelerating changes 4:09 - Get product design and marketing campaigns right before launch 6:31 – Transforming user research with AI 12:21 - Shifting the curve on the ROI of research and testing 16:08 – Wevo: Revolutionizing user feedback 23:14 – The era of simulated audiences 27:40 – How to circumvent bias in a marketing campaign in 2024 34:25 – Cultural shifts in Customer Experience 40:58 – Conclusion 42:18 – Contact information; 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

On this week’s The CX & Culture Connection podcast, host Matt Egol, CCXP sits down with Martin Kihn, SVP Strategy for Salesforce Marketing Cloud and a four-time bestselling author. Martin dives into the evolution of Customer Data Platforms (CDPs) and their pivotal role in creating seamless, end-to-end customer experiences. He also shares a preview of his upcoming book, Customer 360: How Data, AI, and Trust Change Everything, offering insights into how companies can harness AI, real-time data, and governance for innovation. Matt and Martin also discuss the powerful link between employee experience (EX) and customer experience (CX), highlighting how culture drives both. Discover how organizations can use data and AI to transform digital footprints into actionable strategies that leave a lasting impact. Listen now and explore how to unlock innovation at the intersection of data, AI, and trust: https://youtu.be/TYqfcR_i7lk Don’t miss this thought-provoking conversation that bridges strategy, technology, and human connection! #CustomerExperience #Culture #AI #DataStrategy #MarketingInnovation #Salesforce #CDP #CXPodcast 0:00 – Preview of Episode 0:25 – Introduction of podcast and guest Martin Kihn 1:38 – Martin's inspiration to write his book: Customer360 3:32 – The evolution of Customer Data Platforms (CDP) 6:40 – The role of AI in marketing and customer experience 14:07 – Segmentation of AI and Personalization in Marketing 17:29 – Personas and segments 22:55 – The Future of Data and AI in Customer Engagement 29:12 – Salesforce Feedback Management 31:29 – The Importance of culture in delivering great customer experience 32:49 – The Intersection of employee experience and customer experience 38:28 – Guest's LI information; 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

This week we have Gary David on the episode! Join Matt Egol, CCXP, on The CX & Culture Connection Podcast as he hosts Gary David, Professor at Bentley University and host of the Experience by Design podcast. Together, they dive into the intersections of sociology, design thinking, and customer experience, revealing insights that drive meaningful change. In this episode, they explore how sociology and culture shape customer experience, from understanding emotions to leveraging innovation for lasting impact. From the power of observation in experience design to leveraging employee talents for innovation, this episode unpacks essential strategies to elevate both customer and employee experiences. Tune in to the full episode to explore actionable insights that can transform your organization’s approach: https://youtu.be/j04a4kqHn4Q #CX #CustomerExperience #Culture #Innovation #DesignThinking #BehavioralInsights #WorkplaceCulture #ExperienceDesign 00:00 – Preview of Episode 00:30 – Intro of podcast and guest Gary David 01:00 – Guest's multi-disciplinary background 03:24 – Translating Theory into Practice 05:49 – Understanding Customer Experience Beyond Metrics 09:44 – The Role of Emotion in Experience Design 13:18 – Building Connections in the Workplace 15:12 – The Gift Economy in Customer and Employee Experience 18:45 – Harnessing Employee Talents for Innovation 20:18 – Culture as a Driving Force in Organizations 21:43 – The Importance of Behavior in Cultural Change 26:52 – Learning from All Levels of the Organization 29:03 – The Power of Observation in Experience Design 34:33 – The Evolving Toolkit for Research and Insights 40:12 – Training the Trainer for Sustainable Change 43:12 – 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

New Episode Alert! Tune in to the latest episode of The CX & Culture Connection Podcast where Matt Egol, CCXP, chats with Shruti Ahluwalia, CDO of InCare Integrated Medical, about championing customer experience in health and wellness. From creating a patient-centric experience to leveraging data and AI for enhanced care, this conversation is packed with insights to transform healthcare delivery. Don’t miss topics like: Building a team for differentiated care, Cultivating a culture of delight, and Empowering employees for better experiences. Listen to the full episode here: https://youtu.be/XYUypC7aOqM #CX #Healthcare #PatientExperience #Leadership #Innovation #AI #Culture 00:00 – Preview of Episode 0:29 – Introduction of guest Shruti Ahluwalia 01:48 – Creating a Patient-Centric Experience 04:09 – Building a Team for Differentiated Care 06:10 – Understanding Customer Journeys 08:18 – Customer Survey 10:58 – Leveraging Data for Patient Insights 14:41 – Empowering Employees for Better Experiences 17:33 – Identifying Behaviors 20:33 – Building Clue Consciousness 22:55 – Cultivating a Culture of Delight 24:27 – Integrating Technology for Enhanced Care 27:02 – Attracting Talent from Diverse Backgrounds 28:12 – Scaling Quality in Healthcare 30:49 – Applying Lean Startup Principles 33:05 – AI as a Co-Pilot in Healthcare 35:19 – Championing a Patient-Centric Culture 36:41 – Guest Contact Details and 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

Customer experience and company culture are two sides of the same coin. The latest CX & Culture Connection Podcast with Matt Egol, CCXP, and special guest Brad Smith of Vector Business Navigation to discover how to create a truly customer-centric organization. We explore the importance of aligning your brand with your CX strategy, empowering employees, and leveraging technology to enhance the customer journey. Hit the link in bio and listen here now https://youtu.be/eZ_eWesIg5s #customerexperience #cx #culture #brandbuilding #leadership #digitaltransformation #employeeempowerment 0:00 – Preview of Episode 0:30 – Intro of podcast and guest Brad Smith 1:06 – Brad’s work background 2:44 – Brand and CX: Culture matters in creating experience 4:09 – Key advances in Experience Management practice 6:00 – Different touch points in the journey 12:08 – Challenges in navigating customer experience 18:51 – Creating value for investment customer success 23:06 – Examples on how to work with fractional clients to work on customer success problems 27:53 – Customer Experience, attributes, and emotions 31:51 – Human behavior matters 38:48 – Conclusion; 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

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

From hardware to heartware! Cisco Systems' Digital CX Leader, Andrew Carothers sits down with host Matt Egol, CCXP and Founder of JourneySpark Consulting, shares how the tech giant went from focusing solely on hardware sales to building an award-winning customer experience company. Discover the pivotal role of Customer Experience (CX) in this transformation, and how a digital-first approach helped connect a siloed organization. Tune in to the CX & Culture Connection Podcast to learn more here: https://youtu.be/zUVYgxbIa8Y #CXJourney #CustomerSuccess #OrganizationalChange #CXLeadership #CXandCulture #DigitalTransformation #EvolvingExpectations 0:00 – Preview or Episode 0:18 – Intro of guest Andrew Carothers 1:18 – Key focus areas to build a customer-driven organization 6:41 – Getting people to align and move in the same direction onboard 10:53 – Definition of Behavior 17:51 – Making CX relevant to different audiences 19:22 – Digital Experience and its focus 25:09 – Customer lifetime value is influenced by behavior 25:24 – Getting onboarding and the experience right early on 31:56 – Challenge on AI 35:37 – Migration of innovation across industries: Personalization and micro segmentation 42:55 – 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

CX is everyone's responsibility! Greg Melia, CEO of CXPA, joined Matt Egol on the CX & Culture Connection Podcast to share his insights as he shares powerful strategies for creating emotionally resonant experiences. Customer experience is more than just metrics, it's about understanding and shaping emotions. The latest episode is out now! Click the link to watch here: https://youtu.be/9Akp98HJ_Oc #CustomerExperience #BusinessGrowth #Innovation #CX #AI #EmployeeExperience #CustomerCentric #Emotions #ExperienceDesign 0:00 – Preview of Episode 0:17 – Intro of Podcast and guest Greg Melia 1:13 – Key advances and how CX professionals drive impact in the organizations 5:00 – The Importance of value, emotion, and technology in Customer Experience Design 6:06 – Importance of Emotion within the system of metrics 13:31 – Understanding and enhancing customer experience through personas and journeys 19:11 – The role and impact of Customer Experience Professionals 23:59 – The Importance and Challenges of Customer Experience (CX): Strategy, Culture, and AI 31:51 – Exploring the intersection of AI and customer experience 38:08 – Leadership, culture, and change management 42:03 – 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

What does it take to create a customer experience that's as fresh and on-point as the latest streetwear? Join host Matt Egol of JourneySpark Consulting and Michael Fulvio, Snipes' CX Director, as they drop knowledge on building emotional connections, using data to drive decisions, and keeping that community vibe strong. From exclusive events to personalized recommendations, Snipe is proving that retail can be an experience, not just a transaction. Hear how they're shaping the future of retail on this episode of the CX & Culture Connection Podcast here: https://youtu.be/2yp05mFG6hU #CX #CustomerExperience #RetailInnovation #StreetwearCulture #SneakerCommunity #PersonalizedExperience 0:00 – Preview of episode 0:16 – Introduction of guest Michael Fulvio 0:42 – Involvement in the customer experience space 1:43 – Collaboration in the customer experience 2:39 – Building out the customer journey 5:00 – Ways of approaching and evolving in investing in new tools (Social Medias) 6:13 – Role of customer experience in reinforcing the connection between CX culture and the brand promise 6:56 – The CX & Culture Connection book by Matthew Egol 11:42 – Commonalities of culture you want in the organization across different groups 13:20 – Best types of collaboration 18:56 – Main usage of AI in the guest’s organization 23:04 – Bringing customer data to all business units 25:38 – Focusing on insights when measuring value 26:23 – Lessons learned for culture and changed management: Customer centered 29:06 – Advice to people about the customer experience 29:47 – Guest contact details and 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