This episode examines how customer experience, culture, and leadership experience intersect when strategy is grounded in lived experience rather than abstraction.

Matt Egol is joined by Simon Robinson, CEO of Holonomics and co-author of Designing Customer Experience with Soul, to explore why organizations struggle to implement strategy even when it is clearly defined. Simon introduces the Holonomics framework, emphasizing wholeness, dialogue, and universal human values as foundations for meaningful CX transformation.

Together, they discuss leadership experience as a missing connector between CX and EX, the limits of analytics-only approaches, and how strategy becomes actionable when it is understood as a shared narrative.

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