HeyJaredThe CX and Culture Connection Podcast with Host Matt Egol of JourneySpark Consultants
The CX & Culture Connection Podcast with Host Matt Egol of JourneySparkThis is a podcast or CX Leaders who looking to drive growth and innovation through the connection of customer experience and culture.
- Indexed episodes, last 90 days
- 5
- Latest publication
- Aug 31, 2026
- Audience
- Checking…
- Earliest in this view
- Jul 6, 2026
Latest episodes
How Cultural Cues Shape Organizational Change (opens the original)
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Culture is not a permanent fixture. Michael Morris, Columbia Business School professor and author of Tribal, explains how leaders can activate and reshape culture by changing the cues, environments, role models, and social signals that guide behavior. Matt Egol and Michael Morris explore three cultural instincts that influence how people behave within organizations: the peer instinct, which drives conformity and shared learning; the hero instinct, which encourages contribution and status seeking
Beyond Break-Fix: Building CX Through Culture (opens the original)
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Customer experience is often treated as a technology initiative, but the deeper challenge is organizational: creating a shared mission, aligning leaders, and turning customer-centric principles into consistent behaviors. Matt Egol and Jeannie Walters discuss how organizations can move from reactive CX and break-fix thinking toward a more proactive approach grounded in mission, emotion, culture, and business outcomes. They explore what customers should feel, why journey maps often miss the custom
The Competitive Advantage Every Leader Needs (opens the original)
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Leadership remains one of the strongest predictors of employee experience, customer experience, and long-term business performance, particularly as organizations navigate rapid advances in AI. In this conversation, Matt Egol speaks with Dr. Ben Granger, Chief Workplace Psychologist at Qualtrics and author of A Leader Worth Following, about the research behind high-performing organizations and the leadership behaviors that consistently distinguish them. The discussion explores why trust is built
Why Open-Minded Leaders Make Better Decisions in the Age of AI (opens the original)
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How leaders think often matters more than what they think. In this conversation, Matt Egol welcomes Harvard Business School Professor Emeritus Jerry Zaltman to explore how open-mindedness, curiosity, and thoughtful leadership improve strategic decision making. Drawing from Jerry's latest book, Dare to Think Differently, the discussion examines how leaders can strengthen innovation by questioning assumptions, embracing ambiguity, and developing habits that encourage better thinking. The conversat
Emotion As the Foundation of CX (opens the original)
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Customer experience is remembered through emotion, reinforced by leadership, and sustained through culture. Matt Egol is joined by Lenn Millbower, founder of OffBeat Training and former Walt Disney Company leader, to explore how organizations create experiences that strengthen customer loyalty, employee engagement, and long-term business performance. The conversation examines why purpose should guide behavior, how leadership influences culture through everyday actions, and why effective learning
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