Measuring Business Value in Customer Experience with Michael Fulvio, Director of CX at Snipes [Video]

What does it take to create a customer experience that’s as fresh and on-point as the latest streetwear?

Join host Matt Egol of JourneySpark Consulting and Michael Fulvio, Snipes’ CX Director, as they drop knowledge on building emotional connections, using data to drive decisions, and keeping that community vibe strong. From exclusive events to personalized recommendations, Snipe is proving that retail can be an experience, not just a transaction.

Hear how they’re shaping the future of retail on this episode of the CX & Culture Connection Podcast here: https://youtu.be/2yp05mFG6hU

#CX #CustomerExperience #RetailInnovation #StreetwearCulture #SneakerCommunity #PersonalizedExperience

0:00 – Preview of episode
0:16 – Introduction of guest Michael Fulvio
0:42 – Involvement in the customer experience space
1:43 – Collaboration in the customer experience
2:39 – Building out the customer journey
5:00 – Ways of approaching and evolving in investing in new tools (Social Medias)
6:13 – Role of customer experience in reinforcing the connection between CX culture and the brand promise
6:56 – The CX & Culture Connection book by Matthew Egol
11:42 – Commonalities of culture you want in the organization across different groups
13:20 – Best types of collaboration
18:56 – Main usage of AI in the guest’s organization
23:04 – Bringing customer data to all business units
25:38 – Focusing on insights when measuring value
26:23 – Lessons learned for culture and changed management: Customer centered
29:06 – Advice to people about the customer experience
29:47 – Guest contact details and closing

📌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/
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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