This week on CX & Culture Connection, host Matt Egol of JourneySpark and guest CX expert Michelle Martinez dive into lessons learned from implementing analytical and generative AI.
Hear how focusing on company culture enabled Michelle to innovate and scale CX for her clients.
Don't miss this insightful conversation on how to create freedom to innovate in your organization. Full episode here https://youtu.be/6rOX9Ocathc
#StrategyVsCulture #CXInsights #InnovationMindset #StrategicGrowth
00:00 – Preview of the Episode
00:15 – Opening and Introduction of guest Michelle Martinez
00:48 – Starting Small and Building Credibility
02:34 – Going Above and Beyond for Delighted Customers
03:37 – The Value of Emotional Connection with Customers
09:15 – The Power of Combining Analytical and Generative AI
10:32 – Spiral and APEX
14:28 – Tools for Listening to Customer Feedback
17:00 – Improving Customer Experience through Technology
20:00 – The Importance of Authentic Leadership
21:48 – Building a Culture of Innovation
26: 15 – Fostering a Culture of Openness and Vulnerability
30:17 – The Role of Culture in Scaling Customer Experiences
36: 59 – The Potential of AI in Customer Service and Marketing
44:05 – 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
