Evolution of Brand Tools in CX

The world of CX has changed drastically in the last five years, and Brad Smith, from Vector Business Navigation, is here to break it all down!

In this episode of the CX & Culture Connection Podcast, Brad and Matt Egol, CCXP, discuss the two biggest game-changers: the pandemic-induced shift to digital and the rise of generative AI. They discuss how these forces are revolutionizing the way brands connect with customers, personalize content, and track engagement. Brad shares incredible insights on how AI can tailor content to individual needs, creating a more relevant and impactful experience.

#CX #AI #GenerativeAI #CustomerExperience #DigitalTransformation #CustomerExperience #BrandTools #CXAndCultureConnection

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