The CX and Culture Connection Podcast with Host Matt Egol of JourneySpark Consultants

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The CX & Culture Connection Podcast with Host Matt Egol of JourneySpark This is a podcast or CX Leaders who looking to drive growth and innovation through the connection of customer experience and culture. To learn more about Matt Egol and JourneySpark please visit the website: https://www.journeysparkconsulting.com/ where you can set up a consultation with Matt and his team. For guest spots on this podcast please reach out to Bookings@Influencerr.TV

  1. 2 DAYS AGO

    The Eight Keys to Elevating Customer Experience with Michael Hinshaw, President of MCorpCX

    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

    41 min

  2. 1 SEPT

    CX Unlocked: The Secret Sauce to Retention, Loyalty, & Growth with JP Dumas, Founder and Principal of CX & Growth Strategies LLC

    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

    41 min

  3. 18 AUG

    Drucker Meets Confucius: A Management Perspective with Bernie Jaworski, Peter F. Drucker Chair of Management

    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

    49 min

  4. 4 AUG

    Humanity at Scale: A New Approach to Leadership with Bruce Temkin, Host Humanity at Scale Podcast

    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

    39 min

  5. 21 JUL

    Helping Your Humans Be Heroes with Chris Hodges

    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

    45 min

  6. 7 JUL

    Unlocking Real Strategy with Clarified Objective with Ken Favaro of BERA.ai

    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

    39 min

  7. 23 JUN

    Reinventing Marketing in the Age of Experience & AI with Randall Rothenberg, IAB Former CEO

    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

    46 min

  8. 9 JUN

    Future Proofing Your Brand Strategy with Insights & AI with Jennie Kaylie, Rock the Brands Founder

    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

    42 min
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About

The CX & Culture Connection Podcast with Host Matt Egol of JourneySpark This is a podcast or CX Leaders who looking to drive growth and innovation through the connection of customer experience and culture. To learn more about Matt Egol and JourneySpark please visit the website: https://www.journeysparkconsulting.com/ where you can set up a consultation with Matt and his team. For guest spots on this podcast please reach out to Bookings@Influencerr.TV

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