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
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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