In this episode of The CX and Culture Connection, host Matt Egol, CCXP, welcomes longtime collaborator and fellow innovator Sujay Saha, Founder and President of Cortico-X. Together, they dive deep into what it really means to build experiences that stick—focusing not just on rapid execution, but on long-term, human-centered transformation. From their shared history at PwC to co-developing the "Return on Experience" framework, this episode is both a reunion and a forward-looking blueprint for modern CX leaders.
Sujay shares his journey from consulting to entrepreneurship, and how Cortico-X is leading the charge in productizing services that drive meaningful, measurable change. Topics include experience activism, dynamic roadmapping, AI-powered customer insights, and how to bridge the gap between strategy and behavioral adoption across an organization. Matt and Sujay explore how culture, data, and design can be tightly interwoven to turn CX into an organization-wide discipline—not just a department.
If you're a CX leader looking to elevate impact, accelerate innovation, and embed human-centered thinking into your organization’s DNA, this is a must-listen.
Watch the full episode of The CX and Culture Connection with Matt and Sujay here: https://youtu.be/TP2gIuvylT0
#CX #Culture #ExperienceActivism #Leadership #DigitalTransformation #CustomerExperience #AI #OrganizationalDesign #ReturnOnExperience #TheCXandCultureConnection #MattEgol #SujaySaha #CorticoX
00:00 Transforming Customer Experience through Human Centricity
05:08 Innovations in Experience-Led Strategic Planning
09:57 Leveraging AI for Enhanced Customer Insights
15:05 Experience Activism: Integrating Values into Decision-Making
20:08 The Evolution of Customer Listening and Measurement
35:07 Closing Thoughts on the Future of CX Leadership
📌Podcast Website: https://www.cxandcultureconnection.com
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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
