In this episode of CX and Culture Connection, host Matt Egol, CCXP, sits down with Ken Favaro, author of Real Strategy and Chief Strategy Officer of BERA.ai, to explore what truly defines effective strategy. Ken emphasizes that real strategy centers on answering three key questions: Who is our target market? Why should they choose us? And what capabilities do we need to deliver that value—answers that are essential for driving meaningful execution and results.
Ken also discusses how many organizations fall into the trap of "fake strategies," which lack clarity around these core questions and often lead to wasted energy and misaligned efforts. He highlights the importance of leaders doing the hard work to develop their own strategies, ensuring alignment between business, brand, and culture, ultimately enabling sustained performance.
Tune in to gain insights on how to craft authentic strategies, link them to culture, and leverage data like BERA scores to continuously improve customer and employee experiences. Listen to the full episode here: https://youtu.be/02ls17fMzeY
#Strategy #Leadership #CX #Culture #RealStrategy #BusinessImpact
00:00 Understanding Real Strategy
10:04 The Importance of Alignment in Strategy
19:56 Brand and Customer Experience Connection
29:59 Culture's Role in Strategy Execution
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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
