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 #Leadership
00:00 The Dream of Experience Management
10:04 Bridging Academia and Business
20:06 The Importance of Emotion in Experience Management
29:54 The Collaboratory: A New Era of Research and Collaboration
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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.
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