In 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 “simulated insights,” enabling teams to bring the customer’s voice into every conversation and design decision. They also discuss the cultural and ethical dimensions of AI adoption, the importance of experimentation and empowerment, and how leaders can cultivate a mindset that enhances—not replaces—human creativity and connection.
From redefining research and design workflows to improving patient experiences in healthcare, this episode reveals how AI can act as a co-pilot that elevates both customer understanding and organizational growth.
Listen to the full episode: https://youtu.be/01fsc1uQD9Y
#CX #ExperienceManagement #AI #ExperienceDesign #WevoAI #Innovation #CustomerExperience #CXLeadership #Innovation #JourneySparkConsulting #MarkMicheli #MattEgol
00:00 The Importance of Customer Insights
05:08 AI in Customer Experience
10:00 Dynamic Personas and Simulated Insights
14:49 The Role of AI in Healthcare
19:48 Balancing AI and Human Interaction
24:57 The Future of Work with AI
30:10 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/
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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
