On 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 every part of the organization, from the brand to the community, is interconnected. He discusses how AI, especially generative AI, offers unprecedented opportunities for organizations to innovate, collaborate, and deepen their understanding of human behavior.
Throughout the conversation, Bernie advocates for a shift away from false trade-offs—like choosing between cost savings and experience—and instead encourages a both-and mindset that drives sustainable growth and human connection. He also reveals how his Humanity at Scale movement aims to empower leaders and organizations to think bigger, act more intentionally, and build cultures that truly serve people.
Tune in to discover how AI can be a force for good in your organization, how to cultivate leadership that inspires impactful change, and why embracing a systems view is key to thriving in a rapidly evolving landscape. Listen to the full episode here: https://youtu.be/ZDvtEbHg7vU
#CX #Culture #AI #Leadership #HumanityAtScale #DigitalTransformation #Impact
00:00 The Potential of AI in Organizations
01:01 Introducing Humanity at Scale
02:27 Motivation Behind Humanity at Scale
04:47 The Impact of Leadership on Culture
07:40 Broader Community and Organizational Culture
10:32 Evolving Leadership Experience
13:54 The Evolution of Experience Management
16:48 Avoiding False Trade-offs in Business
18:43 AI's Role in Enhancing Human Experience
21:35 The Shift in Centralized Teams
23:57 AI and Insights Collaboration
26:48 Simulating User Experience with AI
29:37 AI's Impact on Content and Human Behavior
32:31 Leveraging AI for Valuable Insights
35:48 The Interconnection of CX and Culture
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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 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
