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/WLrnVQuss7Q
HaloEffect: 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 #HumanCenteredDesign
00:00 The Challenge of Managerial Overload
01:13 Introducing Tamar Cohen and Halo Effect
02:12 The Journey to Launching Halo Effect
04:06 The Intersection of Employee and Customer Experience
06:46 Understanding Employee Experience in CX
09:52 The Four E's of Employee Engagement
12:08 Sparking a Cultural Movement
14:52 Building Alignment and Clarity in Culture
18:06 The Value Accelerator Framework
20:55 Driving Behavioral Change in Organizations
23:50 The Importance of Culture in Change Management
26:58 Balancing Strategy and Culture
29:47 The Role of Communication in Transformation
33:00 Creating Stability During Change
36:13 The Power of Employee Ambassadors
39:06 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-Ww1eeX
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.
