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Listen "Continuously Improving the Customer Journey with Mike Mangione - Global Leader for Brand and CX at WLGore"
Episode Synopsis
Continuously Improving the Customer Journey with Mike Mangione - Global Leader for Brand and CX at WLGore | The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting
Mike Mangione Linkedin: https://www.linkedin.com/in/michael-mangione-4679785/
W.L. Gore & Associates Website: https://www.gore.com/
W.L. Gore & Associates Youtube: @wlgoreassociates
0:00 - Preview
0:28 - Introduction to the Show and Mike Mangione
1:25 - What are the similarities and differences in the B-to-B and B-to-C world?
3:58 - What have you learned in the consumer side that helped you in the business side?
6:32 - How do you overcome "digital" speedbumps?
9:05 - How can leaders incorporate practices from other disciplines into CX?
11:30 - How do you influence others to take action?
14:14 - How do you respect someone's time but also increase their skill set with new tech?
17:09 - How many balls do you have in the air and how do you juggle them?
20:29 - What is the distinction of working directly and indirectly on the CX?
24:09 - How has A.I. helped in improving your offerings?
29:13 - How do you get people to learn new skills and shift their mindset?
34:15 - Mike's Final Thoughts
35:23 - How to get in touch with Mike Mangione
#cx #culture #marketing #business #trends #customer #strategy #journeyspark #wlgore
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
Mike Mangione Linkedin: https://www.linkedin.com/in/michael-mangione-4679785/
W.L. Gore & Associates Website: https://www.gore.com/
W.L. Gore & Associates Youtube: @wlgoreassociates
0:00 - Preview
0:28 - Introduction to the Show and Mike Mangione
1:25 - What are the similarities and differences in the B-to-B and B-to-C world?
3:58 - What have you learned in the consumer side that helped you in the business side?
6:32 - How do you overcome "digital" speedbumps?
9:05 - How can leaders incorporate practices from other disciplines into CX?
11:30 - How do you influence others to take action?
14:14 - How do you respect someone's time but also increase their skill set with new tech?
17:09 - How many balls do you have in the air and how do you juggle them?
20:29 - What is the distinction of working directly and indirectly on the CX?
24:09 - How has A.I. helped in improving your offerings?
29:13 - How do you get people to learn new skills and shift their mindset?
34:15 - Mike's Final Thoughts
35:23 - How to get in touch with Mike Mangione
#cx #culture #marketing #business #trends #customer #strategy #journeyspark #wlgore
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
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