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This week we are 🙏thankful for Michael Pettiette, from the University of Houston joining us on the CX and Culture Connection podcast 🤝 He's going to dive into the topic of personas, environment, reflections, and CX capabilities. You don't want to miss this marketing breakdown that can aid your business! The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting #cx #culture #marketing #business #trends #customer #strategy #journeyspark #experience #behavior #AI #EX #changemanagement #mma

Helping Marketers Catalyze Culture Shift with Jim Cuene, CEO of Fahren On this week's episode of the CX and Culture Connection Podcast, we are joined by Jim Cuene CEO and Co-Founder of Fahren. Jim highlights how marketers can catalyze culture shifts and change management. Be sure to follow Jim Cuene and the podcast to get the latest releases so we can help you grow your business The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting #cx #culture #marketing #business #trends #customer #strategy #journeyspark #experience #behavior #AI #EX #fahren #changemanagement

Making Investments in Capabilities with Kirk Hanson, Founder of CXL Marketing 💼 This week on CX and Culture Connection Podcast we are joined by Kirk Hanson, Founder- CXL Marketing. Kirk is going to break down how to implement new capabilities for free by harnessing cost-saving tools. Join us this week for a great discussion that will continue more in depth in our webinar on November 16th at 1pm! 💰 📈 The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting #cx #culture #marketing #business #trends #customer #strategy #journeyspark #experience #behavior #AI #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

A Living Organization with Norman Wolfe from Quantum Leaders This week on the CX and Culture Connection Podcast we are graced by Norman Wolfe from Quantum Leaders. 💡 Norman is going to tell us the importance of having a Living Organization and what it means for your Customer Experience efforts. 🤝 Check us out on your favorite platforms! The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting #cx #culture #marketing #business #trends #customer #strategy #journeyspark #experience #behavior #AI #EX #QuantumLeaders #livingorganization 📌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

Make Space at the Table for Your Employees with Adam Temple, CTO at Bixly 🌟 This week's episode features Adam Temple from Bixly. He's going to discuss AI, the next AI breakthrough, and cornerstone skills to improve your CX. 🤖 🤝 Join us weekly on the CX and Culture Connection to spark your Customer Experience journey! The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting #cx #culture #marketing #business #trends #customer #strategy #journeyspark #experience #behavior #AI #EX #Bixly 📌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

The Employee, Customer Experience Connection with Alec Hanson This week on the CX and Culture Connection Podcast, I invite 🤝 Alec Hanson to talk CX, Employee Experience, and AI. You don't want to miss his 💡 insights 💡 on creating a competitive but human culture inside LoanDepot as their CMO. 💼 💪The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting Follow us on your favorite platforms! https://linktr.ee/mattegol #cx #culture #marketing #business #trends #customer #strategy #journeyspark #experience #behavior #AI #EX #LoanDepot 📌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

The Modern Marketer NEEDS to Stay Agile with Greg Kihlström of The Agile Brand This week on the CX and Culture Connection Podcast, we are joined by Greg Kihlström, from The Agile Brand 🤝 Greg is going to share CX strategies, talk AI, improve the EX-CX interactions, and help the modern Marketer 📈 I invite you to follow Greg and us on your favorite podcast directories. 👇 The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting Greg Kihlstrom Linkedin: https://www.linkedin.com/in/gregkihlstrom/ The Agile Brand Linkedin: https://www.linkedin.com/company/the-agile-brand/ Website: https://www.gregkihlstrom.com/ Greg's Book: https://www.gregkihlstrom.com/houseofthecustomer 0:00 - Preview 0:27 - Introduction to the show and Greg Kihlstrom of The Agile Brand 1:05 - What is the Agile Brand? 4:43 - How has the word Agile changed at different levels? 7:26 - Agility is a key cornerstone discipline 9:12 - House Of The Customer - Book by Greg Kihlstrom 11:27 - The employee/customer experience EX/CX intersection 13:02 - Building a movement within the company 15:24 - Adoption of AI - where is it headed? 18:32 - The focus on personalization 21:02 - Leveraging Data! But do you have all of the data? 23:51 - You need to collaborate within your organization 27:18 - Where should marketing companies focus if they are data-driven? 29:20 - X-Data and O-Data 36:06 - Where should the listening audience focus their energy on? 39:06 - Learn more about Greg 39:35 - Closing Thoughts #cx #culture #marketing #business #trends #customer #strategy #journeyspark #experience #behavior #AI #EX #TheAgile Brand 📌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 Can Machines do Better than Humans? This week on the CX and Culture Connection Podcast, we are joined by Amaresh Tripathy, Managing Partner 🤝 at AuxoAI. Amaresh will answer for us what can Machines do better than humans and how can we implement the best data-driven strategies to increase 📈 our Customer Experience. I invite you to follow us on your favorite podcast directories. 👇 The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting Amaresh Linkedin: https://www.linkedin.com/in/atripathy/ AuxoAI LinkedIn: https://www.linkedin.com/in/atripathy/AuxoAI AuxoAI Website: https://auxoai.com/ 0:00 - Preview 0:18 - Introduction of Episode and Amaresh Tripathy 0:49 - Why did Amaresh launch AuxoAI? 4:59 - Changing decision flows 7:00 - Democratization of Insights 8:17 - Adoption into the enterprise 11:09 - Picking the personas 13:07 - Customer and internal personas 15:24 - Influencing culture with the co-pilot 17:02 - Generative Artificial intelligence, how does it fit in? 20:03 - How much of it is unstructured data? 22:04 - Words, Images and Sounds 22:42 - Where are we going with this AI Tech? 24: 32 - The employee and customer experience intersection and where will it impact? 27:09 - What is some advice to other CX leaders when adopting AI? 31:37 - Learn more about Amaresh and how to get a hold of him! 32:09 - Closing Thoughts #cx #culture #marketing #business #trends #customer #strategy #journeyspark #experience #behavior #AI #EX #AuxoAI 📌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

This week on the CX and Culture Connection Podcast we are joined by Farzad Aref, Founder of Farlinium. He's going to drop some major nuggets on AI 🤖 and continuously improving your Customer Experience using real-time data 📊 in unique ways! Remember to follow and subscribe to the show on your favorite platforms so you are the first to see these air every week! 🚀 The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting Farlinium Linkedin: https://www.linkedin.com/company/farlinium/ Farzad Aref Linkedin: https://www.linkedin.com/in/faref/ Farlinium Website: https://www.farlinium.com/horizons 0:00 - Preview 0:29 - Introduction to the show and Farzad Aref 5:04 - What are some advances of AI in unstructured data? 11:25 - Listening Signals and Channels - what do they include? 18:40 - How do you think about going past just turning on the technology? 23:07 - What are some of the use cases business should focus on? 30:05 - What is Cross XM? 33:52 - How can you learn more about Farlinium? #cx #culture #marketing #business #trends #customer #strategy #journeyspark #experience #behavior #AI #ExperienceManagement #CX #Farlinium 📌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

Your journey to be MORE customer-driven starts with YOU and YOUR team. This week we welcome Chris Taylor, founder of Actionable. He's going to come on the show and talk about how commitments can drive employees and propel your CX efforts! The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting Chris Taylor LinkedIn: https://www.linkedin.com/in/chrisjrtaylor/ Actionable Website: https://actionable.co/ Actionable LinkedIn: https://www.linkedin.com/company/actionable.co/ Email: hello@actionable.co 0:00 - Preview 0:25 - Welcome to the Show and Intro to Chris Taylor of Actionable 1:00 - What is Actionable and why was it launched? 3:27 - What are some key ingredients for successful change management? 7:07 - Why are commitments so important for behavior evolution? 11:11 - What happens after people make those commitments? 15:35 - How to be more intentional about your journey with Actionable. 24:45 - What are the leading practices to build on existing disciplines within a company? 28:55 - How much content do you need to service to people to get them to commit? 34:11 - Want to learn more about Actionable? 35:02 - How to get ahold of Chris? 35:26 - Closing Thoughts #cx #culture #marketing #business #trends #customer #strategy #journeyspark #experience #actionable #behavior 📌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

Redefining the Customer Experience.. CX & Culture Insights. Vin Varma CXO of Oak Street Health joins us this week on the CX and Culture Connection Podcast. Make sure to follow us on your favorite platform to be the first to hear it live! Vin Varma LinkedIn: https://www.linkedin.com/in/vin-vinod-varma-5017191/ Oakstreet Heath Website: https://www.oakstreethealth.com/ 0:00 - Preview 0:23 - Introduction to the show and Vin Varma 4:56 - What does inspiration mean to Vin in his focus? 13:22 - Bold Bets and Brilliant Basics 17:47 - Why isn't wellness engaged by everyone? 21:47 - Just focusing on outcomes is not going to get the outcomes. 26:52 - Have an emphasis on culture and have a clear mission. 30:18 - How do you embrace digitization that is consistent with your mission? 33:14 - Vin's words of wisdom 36:56 - More resources to learn from - What we Think! #cx #culture #marketing #business #trends #customer #strategy #journeyspark #experience #oakstreet #changemanagement 📌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

Experiences are built out of clues. This week's episode features Lou Carbone CEO at Experience Engineering. We will discuss identifying experiences and leveraging them to create the best customer journey for YOUR business. | The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting Check out all of our episodes here: https://www.youtube.com/@CXCultureConnection Lou's Website: http://www.experienceengineering.com Lou's Linkedin: https://www.linkedin.com/in/locarbone/ 0:00 - Preview 0:36 - Introduction to Lou Carbone 1:30 - The ongoing transition from the industrial age to the experience based economy 4:26 - How do we make the fusion of emotion and analytics a reality? 5:58 - Moments of truth and clues 9:08 - Clued In the Book! And the 3 clues! 13:01 - Starbucks and Barbershop Clues and experience 17:39 - The "Brand Canyon" 24:03 - The Age of AI and how you collect the data 27:29 - What is loyalty and how is it built? 30:41 - Employee culture and how does it fit into a company? 33:46 - What other resources does Lou recommend? 36:28 - Where to find Lou and closing thoughts #cx #culture #marketing #business #trends #customer #strategy #journeyspark #experience 📌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

Analyzing Propensity and being CUSTOMER DRIVEN. Rony Vexelman, the VP of Marketing at Optimove joins us this week on the CX and Culture Connection Podcast to discuss MAXIMIZING YOUR MARGINS while improving the customer journey. The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting Rony Vexelman Linkedin: https://www.linkedin.com/in/ronyvexelman/ Optimove Website: https://www.optimove.com/ Optimove Conference Information: http://connect.optimove.com Optimove Youtube: @Optimove 0:00 - Preview 0:33 - Introduction to the Show and Rony Vexelman 1:50 - What does customer-led marketing mean? How does Optimove help? 5:04 - What is a Micro-Segment? 8:37 - If/Then Statements 9:57 - From campaigns to capabilities with customer moments 12:02 - From buying impressions to building experiences 13:33 - The hot phrase right now is Propensity 16:32 - Customers are people and you have to be connected to them 17:43 - The movable middle, what is it? 22:53 - How do you target your customers? 26:21 - How important is research and testing? 29:38 - How do you leverage AI and where is it headed? 35:01 - What metrics should you use to measure success with customers? 36:40 - How to learn more about Rony and Optimove 38:32 - Closing thoughts #cx #culture #marketing #business #trends #customer #strategy #journeyspark #optimove #movablemiddle 📌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

The Importance of AI-Driven Insights and the Future of CX featuring Sid Banerjee Chief XM Strategy Officer at Qualtrics | The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting Matt and Sid discuss many cutting-edge topics within the CX and EX industry, including the addition to A.I. technologies into the customer experience landscape. Sid adds to the conversation with his expertise in the value of customer ratings and reviews and how to collect and use that data effectively. Qualtrics Website: http://www.Qualtrics.com Sid Banerjee Linkedin: https://www.linkedin.com/in/sidbanerjeewdc/ Sid's email: SidB@Qualtrics.com Qualtrics Youtube:  @QualtricsSoftware  0:00 - Preview 0:33 - Introduction to the show and Sid Banerjee 1:17 - Sid shares his professional journey and his work with Qualtrics 4:55 - Listen to your 3-Star reviews to show you how to get 5-Star reviews 8:32 - The 4-layers of your CX vision 14:59 - The different paths to value 19:22 - What is the cost of quality? 21:48 - The emotions in the peaks and valleys of the experience 25:11 - The growth of unstructured data is creating new opportunities in the B2B space 28:35 - How can you collect the information from CX Zoom/Video Meetings? 34:02 - How can you incorporate A.I. Into CX and how will that evolve? 41:12 - What is the CX / EX intersection and what advances do you see? 44:09 - What is the role of culture in driving a better CX? 47:53 - How to get a hold of Sid? 50:06 - End Credits #cx #culture #marketing #business #trends #customer #strategy #journeyspark #qualtrics #xm 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

Continuously Improving the Customer Journey with Mike Mangione - Global Leader for Brand and CX at WLGore | The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting Mike Mangione Linkedin: https://www.linkedin.com/in/michael-mangione-4679785/ W.L. Gore & Associates Website: https://www.gore.com/ W.L. Gore & Associates Youtube: @wlgoreassociates 0:00 - Preview 0:28 - Introduction to the Show and Mike Mangione 1:25 - What are the similarities and differences in the B-to-B and B-to-C world? 3:58 - What have you learned in the consumer side that helped you in the business side? 6:32 - How do you overcome "digital" speedbumps? 9:05 - How can leaders incorporate practices from other disciplines into CX? 11:30 - How do you influence others to take action? 14:14 - How do you respect someone's time but also increase their skill set with new tech? 17:09 - How many balls do you have in the air and how do you juggle them? 20:29 - What is the distinction of working directly and indirectly on the CX? 24:09 - How has A.I. helped in improving your offerings? 29:13 - How do you get people to learn new skills and shift their mindset? 34:15 - Mike's Final Thoughts 35:23 - How to get in touch with Mike Mangione #cx #culture #marketing #business #trends #customer #strategy #journeyspark #wlgore 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

Greg is here to save Marketers! Greg Stuart CEO of MMA Global Joins us as We're Here to SAVE Marketing from Marketers | The CX and Culture Connection Podcast with Matt Egol CEO of JourneySpark Consulting. MMA Global website: http://www.mmaglobal.com Greg's Podcast: Building Better CMO's Email Greg: Greg@mmaglobal.com 0:00 - Preview 0:29 - Introduction and beginning of the show 1:08 - Introduction to Greg Stuart, CEO of MMA Global and what MMA does 5:27 - What research have you done about brand performance? 8:43 - More about Greg's website and podcast 10:44 - What does the "And" mean? 16:18 - The JourneySpark Journey 16:50 - What are the experiments that MMA Global is doing? 24:29 - How do you record propensity? 26:23 - The movable middle concept for brands 27:33 - What can you do with AI in the customer experience? 34:30 - Why use persona exercises and micro-segments? 36:52 - Greg's one piece of advice to a marketer.... 40:25 - Closing Thoughts This podcast is for CX Leaders who looking to drive growth and innovation through the connection of customer experience and culture. More 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