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 of valuing employees and customers at every level, from frontline workers to senior leadership. She emphasizes how a culture of listening, transparency, and employee support directly translates into better customer experiences. They also dive into how AI is shaping the future of CX, from reducing friction in customer interactions to helping employees focus on more meaningful, human-centered tasks.Tune in now to gain valuable insights on building a customer-centric culture and making CX truly impactful. Listen to the full episode here. https://youtu.be/yWGBmjJibhw#CXandCulture #CustomerExperience #EmployeeExperience #Leadership #CXInnovation #BusinessGrowth #AIinCX #CultureTransformation #CXLeadership
00:00 Valuing Customers and Employees03:01 The Ripple Effect of Employee Experience06:13 Removing Friction in Customer Interactions08:59 Creating Consistency in Customer Experience11:51 The Role of Leadership in Employee Engagement15:13 Leveraging Technology and AI in CX17:55 Building Personas and Understanding Customer Journeys20:47 The Importance of Integration in Customer Experience24:08 The Connection Between Employee and Customer Experience26:58 Creating Delight Beyond Customer Effort30:14 Cultural Alignment with CX Strategy33:09 Agility in CX and EX Strategies36:02 Leading Change and Building Trustđź“ŚPodcast Website: https://www.cxandcultureconnection.comđź“ŚLinkedin Personal: https://www.linkedin.com/in/matthewegol/đź“ŚLinkedin Business: https://www.linkedin.com/company/journeysparkconsulting/đź“ŚWebsite: https://www.journeysparkconsulting.com/đź“ŚFacebook: https://www.facebook.com/profile.php?id=100094736604400đź“ŚSpotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpMđź“ŚAmazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultantsđź“ŚGoogle Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcwđź“ŚIHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/đź“ŚRadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeXMore about Matt Egol and JourneySpark Consulting:Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark ConsultingA 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
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