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/
📌Facebook: https://www.facebook.com/profile.php?id=100094736604400
📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM
📌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
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
📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/
📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/
📌Website: https://www.journeysparkconsulting.com/
📌Facebook: https://www.facebook.com/profile.php?id=100094736604400
📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM
📌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
📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw
📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/
📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX
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.
#cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity
In this inspiring episode of CX and Culture Connection, host Matt Egol, CCXP, welcomes back the legendary Lou Carbone, a pioneer and thought leader in experience management. Together, they dive deep into the vision and purpose behind the Experience Management Collaboratory—a groundbreaking initiative designed to bridge academia and industry, foster collaboration, and accelerate the science of experience.
Lou shares how the collaboratory aims to close critical gaps in our understanding of experience by bringing together researchers, practitioners, and organizations in a systemic, innovative approach. They discuss the importance of moving beyond fragmented efforts, exploring how emotional resonance, human behavior, and culture are integral to creating true value—both emotional and functional—that transforms organizations and their people.
This episode also marks a special moment, coinciding with CX Day, as Lou and Matt unveil their collective vision for a more cohesive, research-driven, and impact-oriented future in experience management. Lou emphasizes the power of co-creation, experimentation, and shared knowledge in shaping a new era—one where experience is recognized as the ultimate driver of human connection and business success.
Tune in for a compelling conversation about how the collaboratory can become a catalyst for industry-wide change, and discover how you can get involved in this movement to elevate experience management to its full potential. Listen now: https://youtu.be/IXZfHZzt8IU
#CX #ExperienceManagement #Collaboratory #EmotionalResonance #CXDay #Innovation #Leadership
00:00 The Dream of Experience Management
10:04 Bridging Academia and Business
20:06 The Importance of Emotion in Experience Management
29:54 The Collaboratory: A New Era of Research and Collaboration
📌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/
📌Facebook: https://www.facebook.com/profile.php?id=100094736604400
📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM
📌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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📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/
📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX
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
On this episode of CX and Culture Connection, host CCXP Matt Egol welcomes Michael Hinshaw, a leading expert in experience management and the founder of MCorpCX, to delve into the transformative concept of the Experience Operating System (XOS) Michael shares how this structured, holistic framework helps organizations operationalize their customer experience strategies by connecting silos and aligning key capabilities like strategy, design, culture, data, measurement, and processes.
Together, they explore how the XOS acts as a continuous journey—more than a one-time project—empowering organizations to evolve their experience management practices over time. Michael emphasizes the importance of linking CX to tangible business outcomes, making experience a true driver of value rather than just a measurement exercise.
He also discusses the crucial role of emotion in experiences, how culture is the foundation that cuts across all elements, and why embedding experience as a system is vital for sustained success. With insights from his work with CXPA members and clients, Michael reveals practical ways to assess, improve, and leverage the eight keys for maximum impact.
Tune in to discover how an Experience Operating System can help your organization deliver meaningful, consistent experiences that truly connect with customers and employees—driving growth, loyalty, and competitive advantage. Listen to the full episode here: https://youtu.be/QG5emz3c0gI
#CX #ExperienceManagement #ExperienceOS #Leadership #CustomerExperience #BusinessTransformation
📌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/
📌Facebook: https://www.facebook.com/profile.php?id=100094736604400
📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM
📌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
📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw
📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/
📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX
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
In this episode of CX & Culture Connection hosted by Matt Egol, CCXP, Matt is joined by CX veteran JP Dumas to explore how contact centers are more than cost centers—they’re strategic assets for loyalty, retention, and revenue growth. JP shares how every customer interaction provides signals—whether to buy or of friction—that can be harnessed through data and AI to drive proactive retention and upselling. The episode emphasizes turning contact centers into powerful growth engines by leveraging insights, AI tools, and a customer-centric culture.
Matt and JP discuss practical ways to improve CX, like managing first contact resolution, using sentiment analysis, and utilizing AI for quality management and personalization. They highlight the importance of empowering frontline employees as brand ambassadors, reducing turnover costs, and building a culture that values customer and employee experiences. Looking ahead, JP explains how AI can augment human agents, support compliance, and create seamless omni-channel experiences—making contact centers the “canary in the coal mine” for business health.
Watch the full episode here: https://youtu.be/KQAPTW_9a_I with Matt Egol & JP Dumas. Gain insights on transforming your contact center into a competitive advantage, leveraging AI, and fostering a customer-first culture. Perfect for CX leaders and operations execs seeking impact.
#CustomerExperience #CXandCulture #ContactCenter #AIinCX #CustomerRetention #BusinessGrowth #CXLeadership
00:00 The Power of Contact Centers
03:10 Proactive Retention Strategies
06:13 Transforming Customer Interactions
09:12 Data-Driven Insights for Improvement
12:03 The Role of AI in Customer Experience
23:55 Enhancing Employee Experience for Better CX
30:03 The Future of AI in Customer Engagement
📌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/
📌Facebook: https://www.facebook.com/profile.php?id=100094736604400
📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM
📌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
📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw
📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/
📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX
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
On this episode of CX and Culture Connection, host Matt Egol, CCXP, sits down with visionary thinker Bernie Jaworski to explore how organizations can harness the transformative power of AI to create meaningful impact. Bernie emphasizes that AI’s potential is vast—ranging from boosting customer and employee experiences to fostering more human-centric cultures—and highlights the importance of intentional leadership in guiding this evolution.
Bernie shares his motivation behind focusing on the intersection of humanity, culture, and technology, underscoring that true progress happens when leaders view organizational change through a systems lens—recognizing that every part of the organization, from the brand to the community, is interconnected. He discusses how AI, especially generative AI, offers unprecedented opportunities for organizations to innovate, collaborate, and deepen their understanding of human behavior.
Throughout the conversation, Bernie advocates for a shift away from false trade-offs—like choosing between cost savings and experience—and instead encourages a both-and mindset that drives sustainable growth and human connection. He also reveals how his Humanity at Scale movement aims to empower leaders and organizations to think bigger, act more intentionally, and build cultures that truly serve people.
Tune in to discover how AI can be a force for good in your organization, how to cultivate leadership that inspires impactful change, and why embracing a systems view is key to thriving in a rapidly evolving landscape. Listen to the full episode here: https://youtu.be/ZDvtEbHg7vU
#CX #Culture #AI #Leadership #HumanityAtScale #DigitalTransformation #Impact
00:00 The Potential of AI in Organizations
01:01 Introducing Humanity at Scale
02:27 Motivation Behind Humanity at Scale
04:47 The Impact of Leadership on Culture
07:40 Broader Community and Organizational Culture
10:32 Evolving Leadership Experience
13:54 The Evolution of Experience Management
16:48 Avoiding False Trade-offs in Business
18:43 AI's Role in Enhancing Human Experience
21:35 The Shift in Centralized Teams
23:57 AI and Insights Collaboration
26:48 Simulating User Experience with AI
29:37 AI's Impact on Content and Human Behavior
32:31 Leveraging AI for Valuable Insights
35:48 The Interconnection of CX and Culture
📌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/
📌Facebook: https://www.facebook.com/profile.php?id=100094736604400
📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM
📌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
📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw
📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/
📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX
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 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
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
📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/
📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/
📌Website: https://www.journeysparkconsulting.com/
📌Facebook: https://www.facebook.com/profile.php?id=100094736604400
📌Spotify:
https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM
📌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
📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw
📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/
📌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
In this episode of CX and Culture Connection, host Matt Egol, CCXP, welcomes Chris Hodges, author of Noble Automation Now, to discuss the transformative power of AI and intelligent automation in customer and employee experiences. Chris emphasizes that while the potential of AI is vast, the real challenge lies in ensuring data quality, fostering human-centered AI, and integrating these technologies thoughtfully into organizational culture. He shares compelling examples, like AI-driven call center support that anticipates customer issues in real time, dramatically reducing wait times and empowering frontline employees to deliver exceptional service.
Chris also explores how AI can be a catalyst for building a human-centric workplace, helping employees become heroes rather than overwhelmed by complex systems. He highlights the importance of leadership in guiding organizations through technological change with respect, clarity, and a focus on human potential—drawing from concepts like Noblesse Oblige and the hero's journey. The conversation touches on cultivating a culture of experimentation, continuous learning, and agility to stay ahead in a rapidly evolving digital landscape.
Tune in to discover practical insights on leveraging AI for impactful customer and employee experiences, the cultural shifts needed to support innovation, and how leaders can navigate the fear and opportunities of this technological revolution.
Listen to the full episode here: https://www.youtube.com/watch?v=Jmm4F7lvwNE
#AI #Automation #CX #Culture #Leadership #DigitalTransformation #HeroJourney
00:00 Introduction to AI and Customer Experience
05:01 Transforming Customer Interactions with AI
10:11 AI Use Cases in Customer Experience
15:12 The Role of AI in Employee Experience
20:01 Noble Automation and Leadership
24:47 The Hero's Journey in Business
29:55 Conclusion and Future of AI in CX and EX
📌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/
📌Facebook: https://www.facebook.com/profile.php?id=100094736604400
📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM
📌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
📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw
📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/
📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX
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
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
📌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/
📌Facebook: https://www.facebook.com/profile.php?id=100094736604400
📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM
📌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
📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw
📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/
📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX
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
What if everything we knew about marketing campaigns is now obsolete?
In this episode of The CX and Culture Connection, host Matthew Egol, CCXP, of JourneySpark Consulting sits down with Randall Rothenberg, former CEO of the Interactive Advertising Bureau (IAB) and longtime thought leader in marketing and media. Together, they explore the seismic shifts in branding, advertising, and customer experience—unpacking how digital transformation and AI are reshaping how brands connect with people.
From the rise of the influencer economy to the collapse of the traditional funnel, Rothenberg shares insights on the death of the “big idea,” the power of personalization, and why modern marketing is now about orchestrating experiences—not just broadcasting messages. If you're building a modern brand or CX strategy, this is a must-watch conversation.
Watch the full episode here: https://youtu.be/L5GuyUDvSrM
#CX #CustomerExperience #DigitalTransformation #MarketingStrategy #JourneySparkConsulting #RandallRothenberg #MattEgol #TheCXandCultureConnection #BrandExperience #AIinMarketing #Personalization #InfluencerEconomy
00:00 The Evolution of Advertising and Marketing07:57 From Unique Selling Proposition to Personalization15:51 Building Brands Through Experiences23:58 The Rise of the Direct Brand Economy32:03 The Impact of AI on Marketing Strategies
📌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/
📌Facebook: https://www.facebook.com/profile.php?id=100094736604400
📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM
📌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
📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw
📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/
📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX
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
Discover how customer experience (CX) serves as the most powerful and tangible reflection of your brand promise in the newest episode of CX and Culture Connection with host Matt Egol, CCXP, and guest Jennie Kaylie, Founder & CEO of Rock the Brands. They dive into the importance of creating emotional, seamless moments for customers and how these experiences drive loyalty, trust, and advocacy in today’s competitive landscape.
Jennie shares her expertise on aligning brand strategy, culture, and CX to build lasting brand equity. She discusses innovative approaches like future-proofing through backcasting, leveraging AI for rapid insights, and fostering a company culture that empowers employees to deliver authentic brand experiences.
Tune in to learn practical strategies for integrating CX and culture, plus insights on how emerging brands can disrupt markets and scale quickly. Watch the full episode here: https://youtu.be/lMTdgdv2x7E
#CXandCulture #BrandExperience #CustomerLoyalty #FutureProof #AI #BrandStrategy
00:00 The Power of Customer Experience
07:44 Evolving Marketing Strategies
10:05 Direct to Consumer Insights
11:32 Future-Proofing Brands
18:24 Choosing Strategic Focus
21:43 Leveraging Insights for Growth
26:58 The Role of AI in Marketing
32:01 Coaching vs. Fractional Roles
35:13 Culture's Impact on Customer Experience
📌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/
📌Facebook: https://www.facebook.com/profile.php?id=100094736604400
📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM
📌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
📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw
📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/
📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX
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
In this episode of The CX and Culture Connection, host Matt Egol, CCXP, welcomes Tamar Cohen, founder of Halo Effect and former CX leader at Travelers, Zoetis, and Citi. Tamar brings deep expertise in connecting the dots between customer experience (CX) and employee experience (EX)—not as siloed strategies, but as a unified movement that drives value, culture, and performance across organizations.
Tamar shares insights from her career launching CX and EX functions from the ground up and discusses the “Four E’s” of energizing your workforce: Educate, Empower, Engage, and Energize. She unpacks why today’s EX isn’t just an HR issue—it's a foundational element of sustainable CX. With real-world examples from industries as diverse as financial services and animal health, Tamar explains why companies can’t deliver consistent customer experiences without aligning behaviors, incentives, and culture internally first.
If you're ready to spark a movement inside your company, build strategic alignment, and scale behaviors that actually drive transformation, this episode is a must-listen.Watch the full episode here: [https://youtu.be/WLrnVQuss7Q
HaloEffect: https://www.myhaloeffect.com/post/the-emotional-intersection-of-customer-and-employee-experience
#CustomerExperience #EmployeeExperience #CultureChange #Leadership #CXStrategy #EXDesign #CXandEX #CXPodcast #TheCXandCultureConnection #HaloEffect #JourneySpark #ChangeManagement #HumanCenteredDesign
00:00 The Challenge of Managerial Overload
01:13 Introducing Tamar Cohen and Halo Effect
02:12 The Journey to Launching Halo Effect
04:06 The Intersection of Employee and Customer Experience
06:46 Understanding Employee Experience in CX
09:52 The Four E's of Employee Engagement
12:08 Sparking a Cultural Movement
14:52 Building Alignment and Clarity in Culture
18:06 The Value Accelerator Framework
20:55 Driving Behavioral Change in Organizations
23:50 The Importance of Culture in Change Management
26:58 Balancing Strategy and Culture
29:47 The Role of Communication in Transformation
33:00 Creating Stability During Change
36:13 The Power of Employee Ambassadors
39:06 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/
📌Facebook: https://www.facebook.com/profile.php?id=100094736604400
📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM
📌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
📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw
📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/
📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX
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.
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
📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/
📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/📌Website: https://www.journeysparkconsulting.com/
📌Facebook: https://www.facebook.com/profile.php?id=100094736604400
📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM
📌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
📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw
📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/
📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX
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
On the newest episode of The CX and Culture Connection, host Matt Egol, CCXP, is joined by Peter Fogelsanger, a seasoned fractional executive specializing in building winning partner ecosystems. Together, they explore why thriving partner ecosystems are essential for scaling customer success and enhancing the customer journey.
Peter shares his expertise on how digital experiences, AI, and partner engagement are reshaping the way organizations build loyalty and deliver value. They discuss how today's partner programs must move beyond simple referral models to create truly integrated, collaborative ecosystems that drive real business impact. From onboarding best practices to leveraging AI for predictive insights, Peter brings real-world strategies and actionable advice for companies of all sizes.
If you're looking to build, scale, or revitalize your partner ecosystem strategy, this conversation is packed with insights you can put into action. Don't miss the full discussion on The CX and Culture Connection with Matt Egol and guest Peter Fogelsanger! Watch here: https://youtu.be/hcv3aun8Ces
#CX #CustomerExperience #PartnerEcosystem #CustomerSuccess #DigitalTransformation #MarketingStrategy #Leadership #TheCXandCultureConnection #MattEgol
00:00 Unlocking Data from Customer Interactions
03:07 The Importance of Partner Ecosystems
05:51 Navigating the Evolving Landscape of SaaS
08:46 The Role of Digital Experience in Partner Engagement
12:05 Managing Partner Experiences for Success
14:57 Integrating Marketing, Sales, and Customer Success
17:51 The Value of a Holistic Approach to Partnerships
21:14 Leveraging AI for Enhanced Customer Insights
24:07 Building a Culture of Collaboration and Experimentation
26:57 Driving Value through Partner Ecosystems
29:53 Strategies for Effective Partner Ecosystem Management
33:11 The Future of Partner Ecosystems in SaaS
📌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/
📌Facebook: https://www.facebook.com/profile.php?id=100094736604400
📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM
📌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
📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw
📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/
📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX
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
In the latest episode of The CX and Culture Connection with host Matt Egol, we hear from Dave Sommer, SVP at Bazaarvoice and former executive at Meta and Snap. Drawing from his deep experience in shopper marketing and digital media, Dave shares how the most effective brands today are built not just through ads, but through authentic, emotionally engaging experiences amplified at scale. He and Matt discuss how platforms like Bazaarvoice are helping brands spark and syndicate consumer-driven content that drives measurable impact across retail, media, and digital shelves.
From old-school shelf talkers to AI-enhanced content optimization, Dave walks us through the evolution of brand-building—highlighting how ratings, reviews, influencer partnerships, and retail media are now central to conversion. He introduces Bazaarvoice Vibe, a content platform that fuels user-generated content, sources the right influencers, and syndicates rich media across major platforms like Walmart, Target, Facebook, and TikTok. Their conversation also explores how data and insights can guide the personalization and placement of content at every touchpoint in the customer journey.
Don’t miss this packed conversation on customer experience, media innovation, and culture-driven transformation. Watch the full episode of The CX and Culture Connection with Matt Egol and guest Dave Sommer here: https://youtu.be/x9EvE7pnnUw
#CX #CustomerExperience #RetailMedia #InfluencerMarketing #BrandBuilding #DigitalTransformation #Bazaarvoice #TheCXandCultureConnection #MattEgol #DaveSommer
00:00 The Evolution of Brand Experiences
03:02 The Role of Digital Conversations in Marketing
06:12 Content Creation and Syndication Strategies
09:06 Influencer Marketing and User-Generated Content
12:08 The Shift from Advertising to Experience
14:48 Leveraging AI for Enhanced Marketing
17:53 Insights and Analytics in Retail Media
20:52 Building Collaborative Partnerships
24:00 The Future of Customer Experience and Culture
26:47 Final Thoughts and Future Directions
📌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/
📌Facebook: https://www.facebook.com/profile.php?id=100094736604400
📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM
📌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
📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw
📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/
📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX
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.#journeyspark
Why do so many customer journey mapping efforts fall flat—and what can we do about it? In this episode of The CX and Culture Connection, host Matt Egol, CCXP, sits down with Dave Seaton, CEO of Seaton CX, to explore the evolving role of journey mapping, the impact of organizational culture, and a fresh methodology that’s helping companies move from insight to action.
Dave shares the story behind launching his consultancy during the pandemic, driven by a desire to work across industries and improve both customer experience and business outcomes. From B2B to nonprofits and beyond, Dave’s work has shown that journey mapping isn’t just about visuals—it’s about alignment, emotion, and actionable insight.
Plus, hear more about Matt and Dave’s collaboration through the new CX on the Rocks Collective, a community designed for CX leaders seeking peer support, expert insights, and career growth in a rapidly changing landscape.
Whether you’re new to journey mapping or looking to revive a stalled initiative, this episode offers practical takeaways and strategic frameworks to help your team move beyond static diagrams and into real, lasting customer impact.
🎧 Watch or listen to the full episode here: https://youtu.be/DMRUAXlH-GU
🌐 Learn more about Dave’s Journey Map Jumpstart: https://seatoncx.com
📣 Join the CX on the Rocks community: https://cxontherocks.com
#CXStrategy #CustomerExperience #JourneyMapping #Leadership #CultureChange #EmployeeExperience #AIinCX #DARMAMethod #CXandCulture #MattEgol #DaveSeaton #SetonCX #CXonTheRocks #VoiceOfTheCustomer #CXTransformation #CustomerInsight #DigitalExperience
00:00 The Future of Customer Journey Mapping
03:01 Entrepreneurship and the Birth of Seaton CX
05:50 Challenges in Journey Mapping
09:13 The Importance of Actionable Insights
12:05 Aligning Customer Experience with Company Culture
14:53 The Darma Method for Journey Mapping
17:47 Leveraging AI in Customer Journey Mapping
21:01 Building a Community for CX Professionals
23:48 The Role of AI in Enhancing Customer Experience
27:08 Closing Thoughts and Future Directions
📌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/
📌Facebook: https://www.facebook.com/profile.php?id=100094736604400
📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM📌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
📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw
📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/
📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX
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.
In this insightful episode of The CX and Culture Connection, host Matt Egol sits down with Audrey Stone, VP at JPMorgan Chase, to discuss the intersection of customer experience (CX) and employee experience (EX). Audrey shares her unique perspective on how leaders can drive cultural change, improve customer interactions, and create a ripple effect of positive experiences throughout an organization.Audrey highlights the importance of valuing employees and customers at every level, from frontline workers to senior leadership. She emphasizes how a culture of listening, transparency, and employee support directly translates into better customer experiences. They also dive into how AI is shaping the future of CX, from reducing friction in customer interactions to helping employees focus on more meaningful, human-centered tasks.Tune in now to gain valuable insights on building a customer-centric culture and making CX truly impactful. Listen to the full episode here. https://youtu.be/yWGBmjJibhw#CXandCulture #CustomerExperience #EmployeeExperience #Leadership #CXInnovation #BusinessGrowth #AIinCX #CultureTransformation #CXLeadership
00:00 Valuing Customers and Employees03:01 The Ripple Effect of Employee Experience06:13 Removing Friction in Customer Interactions08:59 Creating Consistency in Customer Experience11:51 The Role of Leadership in Employee Engagement15:13 Leveraging Technology and AI in CX17:55 Building Personas and Understanding Customer Journeys20:47 The Importance of Integration in Customer Experience24:08 The Connection Between Employee and Customer Experience26:58 Creating Delight Beyond Customer Effort30:14 Cultural Alignment with CX Strategy33:09 Agility in CX and EX Strategies36:02 Leading Change and Building Trust📌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/📌Facebook: https://www.facebook.com/profile.php?id=100094736604400📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM📌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📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeXMore about Matt Egol and JourneySpark Consulting:Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark ConsultingA 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
In this episode of The CX and Culture Connection, host Matt Egol, CCXP sits down with Bill Tierney, VP of Customer Experience and Customer Analytics at Southwest Airlines, to explore the power of AI, analytics, and culture in delivering exceptional CX. Bill shares his unique perspective on turning human chaos into long-term strategy, the intersection of employee and customer experience, and how Southwest Airlines fosters a culture that prioritizes people first.Key topics include:✅ How AI can enhance CX by reducing friction and personalizing experiences✅ The importance of human connection in customer satisfaction✅ Using data-driven insights to drive innovation at scale✅ How leaders shape CX culture and inspire teams to put customers first"You can't have an exceptional customer experience if it doesn't rest on an exceptional employee experience." – Bill TierneyListen now: The CX and Culture Connection: https://youtu.be/uGs59Ff4WsQJoin the CX community: www.cxontherocks.com#CustomerExperience #CXLeadership #AIinCX #DataDrivenCX #CultureAndCX #PodcastInsights #SouthwestAirlines
00:00 Transformational Insights on Customer Experience02:51 The Chaos of Human Interaction in CX06:06 The Connection Between Employee and Customer Experience09:00 Building a Culture of Care and Support11:58 The Role of Leadership in Shaping Culture15:11 Harnessing Emotions in Customer Journeys17:52 The Power of Human Connection in CX20:50 Leveraging AI for Enhanced Customer Experience23:55 The Journey of Blending Analytics and Emotion26:51 Career Advice for Aspiring CX Professionals📌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/📌Facebook: https://www.facebook.com/profile.php?id=100094736604400📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM📌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📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeXMore about Matt Egol and JourneySpark Consulting:Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark ConsultingA 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
In the latest episode of The CX and Culture Connection podcast, host Matt Egol, CCXP, founder of JourneySpark Consulting, sits down with CX experts Roberta, Jason, and Suzi to explore the power of data-driven decision-making and the launch of the new community: CX on the Rocks.The conversation dives into the importance of moving from data overload to data action, highlighting how companies often have more data than they need but struggle to find the right insights that drive meaningful business outcomes. The guests discuss how tools like Lean Six Sigma, change management methodologies, and human-centered design help organizations shift from chasing survey scores to driving real impact. They also emphasize the critical role of culture, noting that curiosity, consistency, and accountability are essential for creating a CX-driven organization. Additionally, the episode introduces CX on the Rocks, a new community for CX, product, and brand leaders to connect, learn, and share best practices in areas like data analytics, AI, and customer experience.Tune in now to get the insights you need! Listen to the full episode of The CX and Culture Connection Podcast at https://youtu.be/GyIze5DEiq0Learn more about the community: www.cxontherocks.com
#CXandCulture #CustomerExperience #CXLeadership #DataDrivenDecisions #AIinCX #CXontheRocks #JourneySparkSolutions #PodcastCommunity
00:00 The Importance of Data in CX
05:25 Navigating Change Management in CX
12:19 Leveraging Data for Continuous Improvement
19:39 The Role of Culture in Customer Experience
25:02 Linking Experience to Business Outcomes
32:53 The Human Element in Data-Driven Decisions
39:56 Building Effective Habits for Change
45:01 Community and Collaboration in CX
📌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/📌Facebook: https://www.facebook.com/profile.php?id=100094736604400📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM📌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📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeXMore about Matt Egol and JourneySpark Consulting:Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark ConsultingA 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
In this episode of The CX and Culture Connection, host Matt Egol, CCXP, sits down with Aaron Shapiro, founder and CEO of multiple high-growth companies, including Product—the agency built for the AI era—and Day Forward, a next-gen life insurance company. From leading Huge and selling it to IPG to pioneering Silverpop, acquired by IBM, Aaron has been at the forefront of digital transformation. Now, he's applying AI to revolutionize CX, marketing, and automation. How can companies fine-tune AI to solve real business problems? What are the three AI-driven trends shaping the future of customer experience? And why is the blend of human expertise and AI automation the key to success? Whether you’re a CX leader, marketer, or innovator, this conversation will give you actionable insights on how to future-proof your business. Listen now and join the conversation! https://youtu.be/BzX5_pvG7sc #AIinCX #CustomerExperience #DigitalTransformation #MarketingInnovation #Leadership #BusinessStrategy
00:00 The Power of AI in Business Problem Solving 02:53 Transforming Customer Experience with AI 05:54 Future-Proofing Businesses through AI Strategies 09:06 The Evolution of Marketing and Content Creation 11:57 Automating Content Creation in Media 15:08 The Shift in Media Consumption Patterns 17:48 Building Emotional Connections through Experiences 21:58 Emotional Peaks in Customer Journeys 24:00 The Magic of AI in User Experience 27:55 The Pathway to Value: Better, Faster, Cheaper 30:52 Revolutionizing Life Insurance with Technology 35:05 The Human Touch in Digital Experiences 39:01 Building Culture in Remote Work Environments 45:28 Embracing Change and Innovation 📌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/ 📌Facebook: https://www.facebook.com/profile.php?id=100094736604400 📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM 📌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 📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw 📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/ 📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX 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
