This episode examines how customer experience, culture, and AI come together to drive business impact. Matt Egol speaks with HP’s Brandon McGovern about shifting from service focus to end-to-end experience, aligning CX to revenue, cost, and risk outcomes, and treating CX as leader-led work.They discuss distinguishing symptoms from root causes, balancing formal and informal cultural levers, and using conversational data, video feedback, and AI to deepen insight and improve journey design. The conversation also connects customer, brand, product, and employee experience as parts of a single system that shapes performance and consistency.📌Podcast Website: https://www.cxandcultureconnection.com📌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📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM📌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📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeXMore about Matt Egol and JourneySpark Consulting:Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark ConsultingA 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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