In this dynamic episode of The CX and Culture Connection, host Matthew Egol, CCXP, sits down with long-time friend and marketing thought leader Jim Lecinski to discuss how artificial intelligence is reshaping customer experience, marketing strategy, and organizational growth. Jim, a former VP at Google and current Clinical Associate Professor at Kellogg, shares insights from the newly updated edition of his book The AI Marketing Canvas, co-authored with Professor Raj Venkatesan.
The conversation explores how organizations can unlock the power of AI relationship moments to accelerate growth, improve personalization, and reduce friction at every stage of the customer journey. From predictive analytics to generative content and intelligent experimentation, Jim emphasizes the importance of a "whole-brained" approach—combining left-brain machine learning with right-brain creative tools to build marketing teams equipped for the future. He also provides a practical framework for assessing maturity and scaling internal capabilities, whether you're a Fortune 500 brand or an agile startup.
Whether you’re just starting to explore AI or you’re leading its integration across your enterprise, this episode is packed with actionable insights for CMOs, CX leaders, and growth strategists. You’ll hear real-world examples of organizations applying AI to personalize experiences, accelerate ROI, and evolve into platform businesses. As Jim puts it, “It’s still not too late to be early”—but the time to act is now.
Watch the full episode on YouTube: https://youtu.be/5_MTH6a_pAw
#CX #AI #MarketingStrategy #CustomerExperience #AIMarketingCanvas #JimLecinski #MattEgol #JourneySparkConsulting #CXLeadership #DigitalTransformation #KelloggSchool #AIForGrowth #Personalization #CustomerJourney
00:00 AI Relationship Moments: Enhancing Customer Connections
02:49 The Evolution of AI in Marketing
06:11 Building AI Capabilities: A Journey Through Maturity
09:02 From Nodes to Networks: Strategic Business Models
12:13 Generative AI: Transforming Marketing Workflows
15:01 Scaling AI: In-House vs. Outsourcing
18:13 Emerging Brands: Leveraging AI for Growth
21:08 The Future of Consulting: Adapting to AI Changes
23:49 Final Thoughts: Embracing AI in Marketing
📌Podcast Website: https://www.cxandcultureconnection.com
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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 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.
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