In 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 CX, like managing first contact resolution, using sentiment analysis, and utilizing AI for quality management and personalization. They highlight the importance of empowering frontline employees as brand ambassadors, reducing turnover costs, and building a culture that values customer and employee experiences. Looking ahead, JP explains how AI can augment human agents, support compliance, and create seamless omni-channel experiences—making contact centers the “canary in the coal mine” for business health.
Watch the full episode here: https://youtu.be/KQAPTW_9a_I with Matt Egol & JP Dumas. Gain insights on transforming your contact center into a competitive advantage, leveraging AI, and fostering a customer-first culture. Perfect for CX leaders and operations execs seeking impact.
#CustomerExperience #CXandCulture #ContactCenter #AIinCX #CustomerRetention #BusinessGrowth #CXLeadership
00:00 The Power of Contact Centers
03:10 Proactive Retention Strategies
06:13 Transforming Customer Interactions
09:12 Data-Driven Insights for Improvement
12:03 The Role of AI in Customer Experience
23:55 Enhancing Employee Experience for Better CX
30:03 The Future of AI in Customer Engagement
📌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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📌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
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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
