Matt Egol

Podcast Host and Best Selling Author - The CX and Culture Connection .

Matt is the host of The CX and Culture Connection podcast and author of the best-selling book by the same name. Matt works across a broad set of industries helping companies build capabilities and cultures to become more customer-driven. Prior to founding JourneySpark Consulting, Matt was a partner at PwC, where he was closely involved in the Katzenbach Center for culture, leadership, and organizational change. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia Business School, where he received the Abe Shuchman Memorial Award in marketing.

Agenda Day Two

1:50 PM KEYNOTE PANEL DISCUSSION – DEMOCRATIZING CX: DRIVING A CX CENTRIC CULTURE THROUGHOUT YOUR ORGANIZATION

CX shouldn’t be the responsibility of a single person or department. Good customer experience isn’t just the product of customer-facing touchpoints but instead an organization-wide effort. It goes beyond just Experience, Sales or Marketing teams and relies on cross-collaboration across the entire organization. 

 

By breaking down silos and fostering collaboration, you can ensure consistent and successful customer experience across all touchpoints. Reminding everyone of the common goal can keep everyone on the same page.  

 

This session will explore how cross-functional projects, sharing customer feedback across the organization and CX training to show individual responsibility can promote a CX centric culture. 

Check out the incredible speaker line-up to see who will be joining Matt.

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