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

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...

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...

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 exper...

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...

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....

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 &quo...

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...

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...

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 l...

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...

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 So...

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...

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,...

Join Matt Egol, Sean Albertson, and Marc Mandel on The CX and Culture Connection as they unveil their latest collaboration—CX On The Rocks, a community designed to transform how businesses approach customer experience and culture. In this insightful episode, Matt welcomes Sean, founder of CX4Rocks, and Marc, founder of Wow Moments, to discuss the challenges and opportunities in today’s evolving CX...

In this episode of The CX and Culture Connection, host Matt Egol interviews David Friedman, CEO of CultureWise and author of Culture by Design, to discuss how defining and reinforcing key behaviors can build a scalable, high-performing culture. David shares insights from his work with 800+ organizations, emphasizing the power of rituals and consistent practice to maintain cohesion—especially in hy...

In the latest episode of The CX and Culture Connection Podcast, Matt Egol, CCXP, sits down with Jim White, Chief Culture Officer at Ignite Medical Resorts, to explore the intersection of culture and customer experience in healthcare. Jim shares his journey from the gaming and hospitality industries to healthcare, revealing how the principles of customer experience and employee engagement transcend...

In the latest episode of The CX and Culture Connection Podcast, host Matt Egol, CCXP, sits down with Nitzan Shaer, CEO and co-founder of Wevo, to explore how the customer experience landscape is being transformed by AI-driven simulated audiences. With over 20% of customers leaving a brand after just one bad experience, Nitzan highlights how companies can preemptively avoid costly product failures...

On this week’s The CX & Culture Connection podcast, host Matt Egol, CCXP sits down with Martin Kihn, SVP Strategy for Salesforce Marketing Cloud and a four-time bestselling author. Martin dives into the evolution of Customer Data Platforms (CDPs) and their pivotal role in creating seamless, end-to-end customer experiences. He also shares a preview of his upcoming book, Customer 360: How Data,...

This week we have Gary David on the episode! Join Matt Egol, CCXP, on The CX & Culture Connection Podcast as he hosts Gary David, Professor at Bentley University and host of the Experience by Design podcast. Together, they dive into the intersections of sociology, design thinking, and customer experience, revealing insights that drive meaningful change. In this episode, they explore how sociol...

New Episode Alert! Tune in to the latest episode of The CX & Culture Connection Podcast where Matt Egol, CCXP, chats with Shruti Ahluwalia, CDO of InCare Integrated Medical, about championing customer experience in health and wellness. From creating a patient-centric experience to leveraging data and AI for enhanced care, this conversation is packed with insights to transform healthcare delive...

Customer experience and company culture are two sides of the same coin. The latest CX & Culture Connection Podcast with Matt Egol, CCXP, and special guest Brad Smith of Vector Business Navigation to discover how to create a truly customer-centric organization. We explore the importance of aligning your brand with your CX strategy, empowering employees, and leveraging technology to enhance the...

A successful brand isn't just about having a great product or service; it's about connecting with customers on an emotional level. This week on CX & Culture Connection Podcast, host Matt Egol, CCXP is joined by Todd Unger, CXO, American Medical Association, to discuss the evolving role of the Chief Experience Officer. It's less about the title, and more about breaking down silos, f...

From hardware to heartware! Cisco Systems' Digital CX Leader, Andrew Carothers sits down with host Matt Egol, CCXP and Founder of JourneySpark Consulting, shares how the tech giant went from focusing solely on hardware sales to building an award-winning customer experience company. Discover the pivotal role of Customer Experience (CX) in this transformation, and how a digital-first approach he...

CX is everyone's responsibility! Greg Melia, CEO of CXPA, joined Matt Egol on the CX & Culture Connection Podcast to share his insights as he shares powerful strategies for creating emotionally resonant experiences. Customer experience is more than just metrics, it's about understanding and shaping emotions. The latest episode is out now! Click the link to watch here: https://youtu.be/...

What does it take to create a customer experience that's as fresh and on-point as the latest streetwear? Join host Matt Egol of JourneySpark Consulting and Michael Fulvio, Snipes' CX Director, as they drop knowledge on building emotional connections, using data to drive decisions, and keeping that community vibe strong. From exclusive events to personalized recommendations, Snipe is provin...