On this week’s The CX & Culture Connection podcast, host Matt Egol, CCXP sits down with Martin Kihn, SVP Strategy for Salesforce Marketing Cloud and a four-time bestselling author. Martin dives into the evolution of Customer Data Platforms (CDPs) and their pivotal role in creating seamless, end-to-end customer experiences. He also shares a preview of his upcoming book, Customer 360: How Data, AI, and Trust Change Everything, offering insights into how companies can harness AI, real-time data, and governance for innovation.

Matt and Martin also discuss the powerful link between employee experience (EX) and customer experience (CX), highlighting how culture drives both. Discover how organizations can use data and AI to transform digital footprints into actionable strategies that leave a lasting impact.

Listen now and explore how to unlock innovation at the intersection of data, AI, and trust: https://youtu.be/TYqfcR_i7lk

Don’t miss this thought-provoking conversation that bridges strategy, technology, and human connection!

#CustomerExperience #Culture #AI #DataStrategy #MarketingInnovation #Salesforce #CDP #CXPodcast

0:00 – Preview of Episode
0:25 – Introduction of podcast and guest Martin Kihn
1:38 – Martin's inspiration to write his book: Customer360
3:32 – The evolution of Customer Data Platforms (CDP)
6:40 – The role of AI in marketing and customer experience
14:07 – Segmentation of AI and Personalization in Marketing
17:29 – Personas and segments
22:55 – The Future of Data and AI in Customer Engagement
29:12 – Salesforce Feedback Management
31:29 – The Importance of culture in delivering great customer experience
32:49 – The Intersection of employee experience and customer experience
38:28 – Guest's LI information; Closing

📌Podcast Website: https://www.cxandcultureconnection.com
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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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