In this episode of CX and Culture Connection, host Matt Egol, CCXP, welcomes Bruce Temkin, a pioneer in experience management and founder of Humanity at Scale, to explore the profound ways AI is shaping the future of organizations. Bruce emphasizes that the potential outcomes of AI are vast and varied, from enhancing customer and employee experiences to transforming organizational culture and community engagement.
Bruce shares his motivation behind launching Humanity at Scale, driven by a desire to move beyond the traditional focus of experience management—highlighting that true impact comes when leaders see experience as a holistic, interconnected system that influences everything from internal culture to broader societal relationships. He discusses how AI, especially generative AI, offers a unique opportunity to reimagine how organizations understand and serve people, fostering a more human-centric approach at scale.
The conversation dives into how organizations can leverage AI not just for efficiency or cost-saving, but as a tool to deepen human connections, improve decision-making, and build more resilient, compassionate communities. Bruce advocates for a shift in industry language—from debating whether to focus on humans or results—to embracing experience as the pathway to sustainable success.
Tune in to discover how AI can be a force for good, how leaders can cultivate empathy and impact, and why the next wave of experience management is about integrating human values with technological innovation. Listen to the full episode here: https://youtu.be/t83y-t4ykxI
#AI #ExperienceManagement #HumanityAtScale #Leadership #Culture #DigitalTransformation #FutureofWork
00:00 The Potential of AI in Organizations
01:01 Introducing Bruce Temkin and His Journey
02:27 Motivation Behind Humanity at Scale
04:47 The Importance of Impact and Mentorship
08:10 Leaders and Their Broader Responsibilities
10:32 The Evolution of Experience Management
13:24 Avoiding False Trade-offs in Leadership
16:20 AI's Role in Enhancing Human Experience
19:43 The Future of Customer Experience Teams
22:34 Collaboration and Transformation in Organizations
25:23 Leveraging AI for Insights and Decision Making
29:10 The Intersection of AI and Human Judgment
32:31 The Systemic Nature of CX and Culture
35:48 Inspiring Human-Centric Organizations
📌Podcast Website: https://www.cxandcultureconnection.com
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📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeXA 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
