The Intersection of Sociology & CX with Gary David, Professor in Bentley University

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 sociology and culture shape customer experience, from understanding emotions to leveraging innovation for lasting impact. From the power of observation in experience design to leveraging employee talents for innovation, this episode unpacks essential strategies to elevate both customer and employee experiences. Tune in to the full episode to explore actionable insights that can transform your organization’s approach: https://youtu.be/j04a4kqHn4Q #CX #CustomerExperience #Culture #Innovation #DesignThinking #BehavioralInsights #WorkplaceCulture #ExperienceDesign

00:00 – Preview of Episode 00:30 – Intro of podcast and guest Gary David 01:00 – Guest's multi-disciplinary background 03:24 – Translating Theory into Practice 05:49 – Understanding Customer Experience Beyond Metrics 09:44 – The Role of Emotion in Experience Design 13:18 – Building Connections in the Workplace 15:12 – The Gift Economy in Customer and Employee Experience 18:45 – Harnessing Employee Talents for Innovation 20:18 – Culture as a Driving Force in Organizations 21:43 – The Importance of Behavior in Cultural Change 26:52 – Learning from All Levels of the Organization 29:03 – The Power of Observation in Experience Design 34:33 – The Evolving Toolkit for Research and Insights 40:12 – Training the Trainer for Sustainable Change 43:12 – Closing 📌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