The Customer Experience and Intersection with Brad Smith, Founder of Vector Business Navigation

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 customer journey. Hit the link in bio and listen here now https://youtu.be/eZ_eWesIg5s #customerexperience #cx #culture #brandbuilding #leadership #digitaltransformation #employeeempowerment 0:00 – Preview of Episode 0:30 – Intro of podcast and guest Brad Smith 1:06 – Brad’s work background 2:44 – Brand and CX: Culture matters in creating experience 4:09 – Key advances in Experience Management practice 6:00 – Different touch points in the journey 12:08 – Challenges in navigating customer experience 18:51 – Creating value for investment customer success 23:06 – Examples on how to work with fractional clients to work on customer success problems 27:53 – Customer Experience, attributes, and emotions 31:51 – Human behavior matters 38:48 – Conclusion; Contact information 📌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