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

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,...

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...

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 ev...

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 h...

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 c...

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 mean...

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 tran...

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.

...

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.

Tamar shares insights from her ...

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 "Return on Experience" framew...

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 engagement are reshaping the way...

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 discuss how platforms like Bazaarv...

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 launching his consultancy during the ...

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.Audrey highlights the importance o...

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 Southwest Airlines fosters a culture ...

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 have more data than they need but st...

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, he's applying AI to revolutioniz...

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 landscape. Together, they dive i...

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 hybrid work settings. With examples...