Ready to shatter those limiting CX beliefs?
Get the inside scoop on Sean Albertson's (Founder & CEO of CX4Rocks LLC) powerful CX4Rocks Framework! Get the breakdown and actionable insights on this episode of Matt Egol's CX & Culture Connection podcast.
Create a customer experience that truly rock! Watch the full episode here https://youtu.be/Ft2dHD1wTmY
#CXleadership #CXstrategy #CX4Rocks #CustomerExperience
00:00 – Preview of Later's Episode
00:15 – Opening and Introduction of Guest Sean Albertson
01:00 – The Four Rocks Framework
03:36 – The Customer Journey and the Impact of Rocks
04:56 – The Importance of Connecting Channels
05:50 – The Collage Artwork Metaphor
07:39 – The Link Between Pain Points and Loyalty
11:20 – The Role of Customer Effort Score
13:16 – Focus on Outcomes and Addressing the Rocks
14:12 – Finding Rocks in the Business
16:58 – X and O Data: Experience and Operational Data
18:20 – The Linkage Between EX and CX
19:56 – The Connection Between CX and Brand Promise
22:27 – The Break Methodology
23:05 – Tailoring the Approach to Rocks
26:40 – The Importance of CX and EX Alignment
28:36 – The Importance of Employee Experience
33:15 – Reinforcing the Linkage Between EX and CX
34:06 – The Role of Technology in CX and EX
36:10 – The Value of Human Interaction in CX
38:09 – The Link Between EX and CX in Financial Services
40:30 – Creating Positive Experiences
41:53 – 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/
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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
