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Listen "Experiences are built out of clues. This week's episode features Lou Carbone CEO at Experience Engineering"
Episode Synopsis
Experiences are built out of clues. This week's episode features Lou Carbone CEO at Experience Engineering. We will discuss identifying experiences and leveraging them to create the best customer journey for YOUR business. |
The CX & Culture Connection Podcast with Matt Egol of JourneySpark Consulting
Check out all of our episodes here: https://www.youtube.com/@CXCultureConnection
Lou's Website: http://www.experienceengineering.com
Lou's Linkedin: https://www.linkedin.com/in/locarbone/
0:00 - Preview
0:36 - Introduction to Lou Carbone
1:30 - The ongoing transition from the industrial age to the experience based economy
4:26 - How do we make the fusion of emotion and analytics a reality?
5:58 - Moments of truth and clues
9:08 - Clued In the Book! And the 3 clues!
13:01 - Starbucks and Barbershop Clues and experience
17:39 - The "Brand Canyon"
24:03 - The Age of AI and how you collect the data
27:29 - What is loyalty and how is it built?
30:41 - Employee culture and how does it fit into a company?
33:46 - What other resources does Lou recommend?
36:28 - Where to find Lou and closing thoughts
#cx #culture #marketing #business #trends #customer #strategy #journeyspark #experience
📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/
📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/
📌Website: https://www.journeysparkconsulting.com/
📌Facebook: https://www.facebook.com/profile.php?id=100094736604400
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📌Amazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultants
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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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