Shows
The CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsEmpowering Companies by Unlocking Customer Insights with AIIn 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 “sim...
2025-10-2741 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsUnleashing AI Marketing with Jim Lecinski, Professor of Marketing, Northwestern-KelloggIn 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...
2025-10-1339 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsBridging Business and Acamedia: The Future of Experience Management with Lou Carbone, Founder and CEO Experience EngineeringIn 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, ex...
2025-09-2943 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsThe Eight Keys to Elevating Customer Experience with Michael Hinshaw, President of MCorpCXOn 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 emph...
2025-09-1541 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsCX Unlocked: The Secret Sauce to Retention, Loyalty, & Growth with JP Dumas, Founder and Principal of CX & Growth Strategies LLCIn 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...
2025-09-0141 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsDrucker Meets Confucius: A Management Perspective with Bernie Jaworski, Peter F. Drucker Chair of ManagementOn 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 eve...
2025-08-1849 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsHumanity at Scale: A New Approach to Leadership with Bruce Temkin, Host Humanity at Scale PodcastIn 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...
2025-08-0438 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsHelping Your Humans Be Heroes with Chris HodgesIn 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...
2025-07-2144 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsUnlocking Real Strategy with Clarified Objective with Ken Favaro of BERA.aiIn 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 co...
2025-07-0738 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsReinventing Marketing in the Age of Experience & AI with Randall Rothenberg, IAB Former CEOWhat 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 in...
2025-06-2345 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsFuture Proofing Your Brand Strategy with Insights & AI with Jennie Kaylie, Rock the Brands FounderDiscover 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 ra...
2025-06-0942 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsFuture Proofing Your Brand Strategy with Insights & AI with Jennie Kaylie, Rock the Brands Founder and CEODiscover 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 ra...
2025-06-0941 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsBridging Employee & Customer Experience with Tamar Cohen, Founder of HaloEffect ManagementIn 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 toda...
2025-05-2643 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsThe Recipe for Hyper Personalized CX with Sujay Saha, Founder and President of Cortico-XIn 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 pr...
2025-05-1236 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsBuilding Powerful Partner Ecosystems: Strategies for Growth, Customer Experience, and AI Integration with Peter FogelsangerOn 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...
2025-04-2844 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsSource, Amplify, & Optimize Marketing Content with Dave Sommer, Bazaarvoice SVP Customer DevelopmentIn 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...
2025-04-1438 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsWhy Most Customer Journey Mapping Efforts Fail in Organizations: Dave SeatonWhy 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...
2025-03-3139 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsThe Power of CX & Culture: Driving Growth Through Connection - with Audrey Stone, JPMorgan ChaseIn 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...
2025-03-1840 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsHumanizing CX: The AI, Analytics, and Employee Experience Connection with Bill Tierney of Southwest AirlinesIn 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 sca...
2025-03-0339 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsCollaboration: The Key to Effective CX with Jason, Roberta, & SuziIn 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...
2025-02-1746 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsAI, Innovation, & the Future of Business: Transforming Customer Experience & Marketing w/ Aaron Shapiro, Product's Founder and Chairman
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 t...
2025-02-0348 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsIntroduction to CX on the Rocks Community with Sean Albertson of CX4Rocks & Marc Mandel of Wow Moments
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 Rock...
2025-01-2043 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsOrchestrating Your Culture Design with David Friedman, Culture Wise CEO
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/hFiY...
2025-01-0646 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsBuilding a Culture of Care via Talent, Emotion, & Standards of Perfection with Jim White, CCO of Ignite Medical Resorts
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 pi...
2024-12-1644 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsIntroducing the Age of AI-Powered Simulation with Nitzan Shaer, CEO of Wevo
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...
2024-12-0242 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsCustomer Data Platforms & The Evolution of AI in Marketing: Martin Kihn, Salesforce Head of Strategy
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 dr...
2024-11-1839 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsThe Intersection of Sociology & CX with Gary David, Professor in Bentley University
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...
2024-11-0443 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsChampioning CX in Health & Wellness with Shruti Ahluwalia, CDO of InCare Integrated MedicalNew 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...
2024-10-2137 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsThe Customer Experience and Intersection with Brad Smith, Founder of Vector Business Navigation
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: Cu...
2024-10-0739 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsThe Role of the CXO with Todd Unger, CXO of American Medical Association
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...
2024-09-2345 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsEnhancing Digital Experience with AI: Andrew Carothers of Cisco Systems
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...
2024-09-0943 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsAdvancing CX Through Emotions, Employees, and AI with Greg Melia, CXPA CEOCX 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 Importan...
2024-08-2642 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsMeasuring Business Value in Customer Experience with Michael Fulvio, Director of CX at SnipesWhat 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 – Pr...
2024-08-1230 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsUncovering the DNA of Customer Experience with Colin ShawWhat if we told you that the key to customer experience lies in understanding their emotions?
On the latest CX & Culture Connection Podcast episode hosted by Matt Egol, special guest Colin Shaw, Founder & CEO at Beyond Philosophy LLC, reveals how tapping into the 'intuitive customer' can revolutionize how you do business. This isn't just about satisfaction surveys; it's about unlocking the DNA of your customer interactions.
Want to learn more? Watch the full episode here: https://youtu.be/5N6oAyDXCr4
#CX #CustomerExperience #IntuitiveCustomer #CustomerBehavior #EmotionalIntelligence #BusinessGrowth
0:00 – Preview of the episode
0:16 – Introduction of guest Colin Shaw...
2024-08-0538 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsScaling Your Customer Experience with Google's Chief Strategist, Neil HoyneNeil Hoyne, Google's Chief Strategist, flips the script on traditional CX wisdom in this eye-opening episode of CX & Culture Connection hosted by Matt Egol.
He challenges us to drop the obsession with perfecting processes and instead focus on building genuine relationships through conversations. Hoyne advocates for a radical shift – seeing customers as unique individuals with stories, not just data points.
Tune in to discover how to revolutionize your customer experience and drive real results here: https://youtu.be/KUM8wDgtJcU
#CX #CustomerExperience #Google #MarketingStrategy #MarketingAnalytics #CustomerExperience #Podcast
0:00 – Preview of the episode
0:23 – Opening and introduction of gue...
2024-07-2242 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsHumanizing CX and EX: Creating a Positive Culture, with Femi Olasupo, CX Director of TruvaniWhat do pronounceable ingredients and top-notch customer service have in common? Truvani, of course!
Tune in to this week's CX & Culture Connection Podcast hosted by Matt Egol as Truvani's CX Director Femi Olasupo shares how they turn everyday conversations into brand loyalty. Femi dives into the world of personalized recommendations, team training, and turning feedback into action. Real food, real people, real conversations. That's the Truvani way!
Your CX toolkit is about to get a whole lot richer here https://youtu.be/LKex1WOnDD0
#CXCulture #Truvani #CustomerExperience #CustomerEngagement #Innovation #CustomerFeedback #BrandExperience
0:00 – Preview of Episode
0:16 – Intro of guest Femi Olasupo
0:49 – Truvan...
2024-07-0844 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsOptimizing and Doing CX Right with Stacy ShermanPsychology meets marketing on the CX & Culture Connection Podcast this week!
Matt Egol and guest, Author, and Speaker Stacey Sherman share fascinating insights on consumer behavior and how it shapes customer experience. Stacy explains how understanding our minds can transform the way we lead and interact. Actions speak louder than words, and BEHAVIORS build businesses.
00:00 - Preview of Episode
00:17 - Introduction to Stacy Sherman
00:45 - Humanizing Business
02:21 - The Employee Experience
04:52 - The Brand Promise
08:06 - Consumer Behavior and Internal Engagement
11:28 - Humans Living in the AI Era
12:17 - How can you balance AI and Humans?
14:00 - Heart and...
2024-06-2431 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsVisualizing the Customer Journey Through Vignettes with Ryan Holt of Floor and DecorThe future of customer experience is here!
Join host Matt Egol and Ryan Holt, Director of Customer Care at Floor and Decor as they discuss the latest trends in retail, from AI-powered chatbots to the growing importance of professional installers. Ryan reveals how Floor & Decor is making the flooring shopping experience more immersive than ever.
Hear all about it on the CX & Culture Connection Podcast https://youtu.be/skWoeLflj2s
00:00 - Preview of Episode
00:18 - Introduction of the episode and Ryan Holt
00:42 - Floor & Decor 100 Fastest Growing Companies
02:41 - Do it for me Vs Do it Yourself and how...
2024-06-1037 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsBecoming a Trusted Guide and Change Agent with Mark Slatin, Founder of EmpoweredCx.comWhat if your company became a trusted guide, not just a service provider?
Join Matt Egol of JourneySpark Consulting on this new episode of CX & Culture Connection Podcast as he unpacks this revolutionary approach with Mark Slatin of EmpoweredCX.com. Discover how to build credibility, reliability, and intimacy that transform your CX and company culture.
It's a leadership masterclass you won't want to miss, The full episode here https://youtu.be/QckZ4jeMMrk
#Leadership #CompanyCulture #TrustedAdvisor #CXTransformation #NewEpisode0:00 – Preview of Episode
0:16 – Intro of Guest Mark Slatin
0:56 – Journey in Masters and experience management at MSU
2:31 – Clue consciousness in the employees
3:33 – Thoughts a...
2024-06-0340 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsManufacturing Your CX Experience with Joseph Michelli, Author and CX ConsultantYour brand isn't just about what you sell, it's about how you make people feel.
Today on CX & Culture Connection hosted by Matt Egol, special guest, Author and CX Consultant, Joseph Michelli reveals why an emotional connection is the secret sauce for any successful business. Listen in and learn how to make your customers feel seen, heard, and valued.
Tune in for the full scoop here https://youtu.be/xJevQwLQJ80
#CX #customerexperience #marketing #branding #marketing
0:00 – Preview of Episode
0:14 – Intro of Guest Joseph Michelli
1:05 – Importance of inspiring and engaging a company’s employees
1:25 – Key lessons learned across guest’s book
2:23 – Importance of...
2024-05-2936 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsThe B2B Experiences you Create are Rooted in Emotion: CX Expert, Jim TincherB2B isn't just all about logic – it's also about emotion!
Author and CX Expert Jim Tincher drops some seriously eye-opening knowledge on building trust, connection, and ease of doing business for major results. He reveals how to create moments of genuine delight in your B2B experiences to drive long-term success.
Tune in to the CX & Culture Connection Podcast hosted by Matt Egol for the full scoop here https://youtu.be/gjs0-YEE4q4
#B2Bexperience #CX #B2Bbranding #brandingexpert #customerexperience
0:00 – Preview of Episode
0:14 – Intro of Guest Jim Tincher
0:41 – Emotional north star and why is f...
2024-05-0636 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsBeyond Customer Service with Mary Ellen Grom, Executive Director of CX AFLCurious about how AFL is redefining customer-centricity?
Tune into the CX & Culture Connection Podcast with host Matt Egol of JourneySpark Consulting and special guest Mary Ellen, Executive Director of CX at AFL for an inside look! From breaking down silos to merging CX with business metrics, AFL's approach is changing the game.
Don't miss out on the conversation here: https://youtu.be/esCUCLDKBGc
#CXLeadership #CXExcellence #CXLeadership #CXTransformation #learnfromleaders
0:00 – Preview of Episode
0:15 – Intro of guest Mary Ellen Grom
1:00 – Core focus to drive change and impact at AFL
3:10 – Different worlds and learnings in CX space
4:37 – Customer success and customer service lens’ journey of c...
2024-04-2245 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsB2B Buyers are Also Consumers - Ken Demma, Professor of Babson CollegeCustomer experience isn't just about what you do, it's about how you make people feel.
Learn the latest strategies and insights on consumer behavior from my conversation with Babson College Professor Ken Demma on the CX & Culture Connection podcast hosted by Matt Egol of JourneySpark Consulting.
Get those insights and learn how to create experiences that convert here https://youtu.be/uCCBC4XUy78
#customerexperience #consumerbehavior #consumerpsychology #B2Bmarketing
0:00 – Preview of Episode
0:14 – Intro and background of guest Ken Demma
1:17 – Key shifts in consumer behavior
6:45 – Growth of Behavioral economics and consumer behavior
10:42 – Emotions and conscious thoughts
14:35 – Brand Promis...
2024-04-0845 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsCX Rocks and How to Break them with Sean AlbertsonReady 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...
2024-03-2543 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsCX+EX=Happy Customers with Greg Burd of QualtricsCX + EX = Happy Customers!
On the latest episode of CX & Culture Connection Podcast, Matt Egol of JourneySpark Consulting chats with Greg Burd, XM Discover Lead at Qualtrics as they discuss the connection between employee experience and customer experience on the CX & Culture Connection Podcast. Discover how fostering a positive company culture can be the glue for exceptional CX.
Catch the full episode here https://youtu.be/jsW8NmI58Fo
#EmployeeExperience #CustomerHappiness #CultureMatters #JourneySpark
0:00 – Preview of Episode
0:13 – Intro of Guest Greg Burd
0:45 – Important innovations that companies focused to modernize their approach to customer
1:46 – CX is a team s...
2024-03-1132 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsTurning Great EX Into Great CX with Ken Coyne of OpsTalent!Forget happy employees, aim for THRIVING employees!
Ken Coyne, Head of CX at OpsTalent, joins host Matt Egol of JourneySpark Consulting on #CXCultureConnection to reveal how EX fuels EXCEPTIONAL customer experiences. Dive in & unlock the secrets to employee happiness & skyrocketing CX!
Catch the entire conversation here https://youtu.be/fnIyAyOGO_M
#EmployeeEngagement #WinningTeam #CXStrategy #PeopleFirst
00:00 – Preview of Episode
00:15 – Opening and Introduction of guest Ken Coyne
00:58 – Evolution of Call Centers
03:03 – The Role of Contact Centers in Customer Experience
05:19 – Using Call Centers as a Source of Insights
08:46 – The Connection Between CX and Culture
13:21 – Reinforcing the EX-CX Connection
1...
2024-02-2638 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsReinforcing your CX Behaviors to Strengthen your Culture with Tara Brady of Provident BankHow do you reinforce your CX behaviors to strengthen your culture? That’s the topic of the latest episode of CX & Culture Connection, hosted by Matt Egol of JourneySpeak Consulting.
In this episode, he interviews Tara Brady, the Director of CX at Provident Bank, who shares her insights and best practices on how to align your CX strategy with your organizational values and goals.
Watch now and learn how to create a culture of excellence and customer-centricity here https://youtu.be/y3gaNgbMLyE
#CX&CultureConnection #JourneySpeak #ProvidentBank #CXBehaviors #customercentricity
0:00 – Preview of Episode
0:14 – Intro of guest Tara Brady
0:48 – Emphasis on CX and e...
2024-02-1246 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsFintech Innovations Impacting CX with Rob KrugmanGet your thinking caps on and get ready for an enlightening conversation about fintech innovations impacting CX!
Catch Matt Egol of JourneySpar, alongside special guest Rob Krugman, Chief Digital Officer at Broadridge Financial Solutions as they delve into the world of digital transformation and how it is enhancing customer experiences. Don't miss out on this thought-provoking episode of CX & Culture Connection Podcast!
Watch the full episode here https://youtu.be/N3wqXy7pMwc
#DigitalTransformation #EnhancedCX #DigitalAdvancements #CustomerCentricStrategies
0:00 – Preview of Episode
0:14 – Introduction of guest Rob Krugman
0:38 – Innovations in the space and the impact they’re having on CX like AI and digi...
2024-01-2942 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsScaling your CX with Michelle MartinezThis 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 E...
2024-01-1545 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsTaking market share by moving fast with Rex BriggsMove fast or eat dust!
Matt Egol of JourneySpark and Rex Briggs, Chief AI Officer of Claritas, ignite a discussion on capturing market share with lightning speed on CX and Culture Connection.
Dive into agile strategies, data-driven decisions, and building a culture that embraces disruptive innovation.
Hit play and fuel your smart growth!
#MarketShare #BusinessGrowthStrategies #WinningCompanyCulture #CXandCultureConnection3
00:00 – Preview of Episode
00:15 – Intro to Show and Guest Rex Briggs
00:48 – Opportunities for marketers related to AI
3:04 – Consortium to AI personalization
6:07 – Culture of Experimentation
9:45 – Balancing short-term and long-term metrics
10:40 – AI and the impact on Customer Experience
13:08 – The AI Conundrum Book...
2024-01-0236 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsTargeting the Movable Middle with Joel Rubinson of Rubinson Partners
Be sure to connect with us after the show if you find this of value!
The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting
#cx #culture #marketing #business #trends #customer #strategy #journeyspark #experience #behavior #AI #EX #changemanagement #mma
📌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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📌Google Podcasts: https...
2023-12-1828 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsWorking Backwards to have Decisions Driven by Data With Oded Netzer and Chris FrankWorking Backwards to have Decisions Driven by Data With Oded Netzer and Chris Frank
We have a very exciting episode this week on CX and Culture Connection!
We are joined by co-authors of Decisions Over Decimals 🧠📊- Chris Frank and Oded Netzer.
They are going to share the powerful tools used for hiring and improving your culture.
Every decision maker at your business should check out what they have to say and pick up a copy of their book (and mine ofcourse too!)
😊 The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting
#cx #cultu...
2023-12-1835 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsMarketing Capabilities and CX with Michael Pettiette from the University of Houston
This week we are 🙏thankful for Michael Pettiette, from the University of Houston joining us on the CX and Culture Connection podcast
🤝 He's going to dive into the topic of personas, environment, reflections, and CX capabilities.
You don't want to miss this marketing breakdown that can aid your business!
The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting
#cx #culture #marketing #business #trends #customer #strategy #journeyspark #experience #behavior #AI #EX #changemanagement #mma
2023-11-2046 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsHelping Marketers Catalyze Culture Shift with Jim Cuene, CEO of FahrenHelping Marketers Catalyze Culture Shift with Jim Cuene, CEO of Fahren
On this week's episode of the CX and Culture Connection Podcast, we are joined by Jim Cuene CEO and Co-Founder of Fahren. Jim highlights how marketers can catalyze culture shifts and change management.
Be sure to follow Jim Cuene and the podcast to get the latest releases so we can help you grow your business
The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting
#cx #culture #marketing #business #trends...
2023-11-0641 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsMaking Investments in Capabilities with Kirk Hanson, Founder of CXL Marketing
Making Investments in Capabilities with Kirk Hanson, Founder of CXL Marketing
💼 This week on CX and Culture Connection Podcast we are joined by Kirk Hanson, Founder- CXL Marketing.
Kirk is going to break down how to implement new capabilities for free by harnessing cost-saving tools.
Join us this week for a great discussion that will continue more in depth in our webinar on November 16th at 1pm! 💰
📈 The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting
#cx #culture #marketing #business #trends #customer #strategy #journeyspark #experience #behavior #AI #EX
📌Podcast Website: https://www.cxandcultureconnection.com
📌Linkedin Personal: https://www.linkedin.co...
2023-10-2332 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsA Living Organization with Norman Wolfe from Quantum Leaders.
A Living Organization with Norman Wolfe from Quantum Leaders
This week on the CX and Culture Connection Podcast we are graced by Norman Wolfe from Quantum Leaders. 💡
Norman is going to tell us the importance of having a Living Organization and what it means for your Customer Experience efforts. 🤝
Check us out on your favorite platforms!
The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting
#cx #culture #marketing #business #trends #customer #strategy #journeyspark #experience #behavior #AI #EX #QuantumLeaders #livingorganization
📌Podcast Website: https://www.cxandcultureconnection.com
📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/
📌Linkedin Business: https://www.linkedin.com/co...
2023-10-1640 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsMake Space at the Table for Your Employees with Adam Temple, CTO at Bixly
Make Space at the Table for Your Employees with Adam Temple, CTO at Bixly
🌟 This week's episode features Adam Temple from Bixly. He's going to discuss AI, the next AI breakthrough, and cornerstone skills to improve your CX. 🤖
🤝 Join us weekly on the CX and Culture Connection to spark your Customer Experience journey!
The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting
#cx #culture #marketing #business #trends #customer #strategy #journeyspark #experience #behavior #AI #EX #Bixly
📌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...
2023-10-0940 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsThe Employee, Customer Experience Connection with Alec Hanson
The Employee, Customer Experience Connection with Alec Hanson
This week on the CX and Culture Connection Podcast, I invite 🤝 Alec Hanson to talk CX, Employee Experience, and AI.
You don't want to miss his 💡 insights 💡 on creating a competitive but human culture inside LoanDepot as their CMO. 💼
💪The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting
Follow us on your favorite platforms! https://linktr.ee/mattegol
#cx #culture #marketing #business #trends #customer #strategy #journeyspark #experience #behavior #AI #EX #LoanDepot
📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/
📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/
📌Website: https://www.journeysparkconsulti...
2023-10-0236 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsThe Modern Marketer NEEDS to Stay Agile with Greg Kihlström of The Agile Brand
The Modern Marketer NEEDS to Stay Agile with Greg Kihlström of The Agile Brand
This week on the CX and Culture Connection Podcast, we are joined by Greg Kihlström, from The Agile Brand 🤝 Greg is going to share CX strategies, talk AI, improve the EX-CX interactions, and help the modern Marketer 📈
I invite you to follow Greg and us on your favorite podcast directories. 👇
The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting
Greg Kihlstrom Linkedin: https://www.linkedin.com/in/gregkihlstrom/
The Agile Brand Linkedin: https://www.linkedin.co...
2023-09-2540 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsWhat Can Machines do Better than Humans? With Amaresh Tripathy, Managing Partner at AuxoAI
What Can Machines do Better than Humans?
This week on the CX and Culture Connection Podcast, we are joined by Amaresh Tripathy, Managing Partner 🤝 at AuxoAI. Amaresh will answer for us what can Machines do better than humans and how can we implement the best data-driven strategies to increase 📈 our Customer Experience.
I invite you to follow us on your favorite podcast directories. 👇
The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting
Amaresh Linkedin: https://www.linkedin.com/in/atripathy/
AuxoAI LinkedIn: https://www.linke...
2023-09-1832 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsUtilize AI to Improve your Business with Farzad Aref the Founder of Farlinium
This week on the CX and Culture Connection Podcast we are joined by Farzad Aref, Founder of Farlinium. He's going to drop some major nuggets on AI 🤖 and continuously improving your Customer Experience using real-time data 📊 in unique ways! Remember to follow and subscribe to the show on your favorite platforms so you are the first to see these air every week! 🚀
The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting
Farlinium Linkedin: https://www.linkedin.com/company/farlinium/
Farzad Aref Linkedin: https://www.linkedin.com/in/faref/
Farlinium Website: https://www.farli...
2023-09-1137 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsYour journey to be MORE customer-driven starts with YOU and YOUR team! - Chris Taylor - Actionable
Your journey to be MORE customer-driven starts with YOU and YOUR team. This week we welcome Chris Taylor, founder of Actionable. He's going to come on the show and talk about how commitments can drive employees and propel your CX efforts!
The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting
Chris Taylor LinkedIn: https://www.linkedin.com/in/chrisjrtaylor/
Actionable Website: https://actionable.co/
Actionable LinkedIn: https://www.linkedin.com/company/actionable.co/
Email: hello@actionable.co
0:00 - Preview
0:25 - Welcome to the Show and...
2023-09-0436 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsRedefining the Customer Experience.. CX & Culture Insights. Vin Varma CXO of Oak Street HealthRedefining the Customer Experience.. CX & Culture Insights. Vin Varma CXO of Oak Street Health joins us this week on the CX and Culture Connection Podcast.
Make sure to follow us on your favorite platform to be the first to hear it live!
Vin Varma LinkedIn: https://www.linkedin.com/in/vin-vinod-varma-5017191/
Oakstreet Heath Website: https://www.oakstreethealth.com/
0:00 - Preview
0:23 - Introduction to the show and Vin Varma
4:56 - What does inspiration mean to Vin in his focus?
2023-08-2838 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsExperiences are built out of clues. This week's episode features Lou Carbone CEO at Experience Engineering
Experiences are built out of clues. This week's episode features Lou Carbone CEO at Experience Engineering. We will discuss identifying experiences and leveraging them to create the best customer journey for YOUR business. |
The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting
Check out all of our episodes here: https://www.youtube.com/@CXCultureConnection
Lou's Website: http://www.experienceengineering.com
Lou's Linkedin: https://www.linkedin.com/in/locarbone/
0:00 - Preview
0:36 - Introduction to Lou Carbone
1:30 - The ongoing transition from the industrial age to the experience based economy
2023-08-2138 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsAnalyzing Propensity and being CUSTOMER DRIVEN with Rony Vexelman, the VP of Marketing at Optimove
Analyzing Propensity and being CUSTOMER DRIVEN. Rony Vexelman, the VP of Marketing at Optimove joins us this week on the CX and Culture Connection Podcast to discuss MAXIMIZING YOUR MARGINS while improving the customer journey.
The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting
Rony Vexelman Linkedin: https://www.linkedin.com/in/ronyvexelman/
Optimove Website: https://www.optimove.com/
Optimove Conference Information: http://connect.optimove.com
Optimove Youtube: @Optimove
0:00 - Preview
0:33 - Introduction to...
2023-08-1438 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsThe Importance of AI-Driven Insights and the Future of CX featuring Sid Banerjee Chief XM Strategy Officer QualtricsThe Importance of AI-Driven Insights and the Future of CX featuring Sid Banerjee Chief XM Strategy Officer at Qualtrics | The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting
Matt and Sid discuss many cutting-edge topics within the CX and EX industry, including the addition to A.I. technologies into the customer experience landscape. Sid adds to the conversation with his expertise in the value of customer ratings and reviews and how to collect and use that data effectively.
Qualtrics Website: http://www.Qualtrics.com
Sid Banerjee Linkedin: https://www.linkedin.com...
2023-08-0750 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsContinuously Improving the Customer Journey with Mike Mangione - Global Leader for Brand and CX at WLGoreContinuously Improving the Customer Journey with Mike Mangione - Global Leader for Brand and CX at WLGore | The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting
Mike Mangione Linkedin: https://www.linkedin.com/in/michael-mangione-4679785/
W.L. Gore & Associates Website: https://www.gore.com/
W.L. Gore & Associates Youtube: @wlgoreassociates
0:00 - Preview
0:28 - Introduction to the Show and Mike Mangione
1:25 - What are the similarities and differences in the B-to-B and B-to-C world?
3:58 - What have you learned in the...
2023-07-3136 minThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsGreg Stuart CEO of MMA Global Joins us as We're Here to SAVE Marketing from Marketers
Greg is here to save Marketers!
Greg Stuart CEO of MMA Global Joins us as We're Here to SAVE Marketing from Marketers | The CX and Culture Connection Podcast with Matt Egol CEO of JourneySpark Consulting.
MMA Global website: http://www.mmaglobal.com
Greg's Podcast: Building Better CMO's
Email Greg: Greg@mmaglobal.com
0:00 - Preview
0:29 - Introduction and beginning of the show
1:08 - Introduction to Greg Stuart, CEO of MMA Global and what MMA does
5:27 - What...
2023-07-2441 min