The Challenges Facing Survey Only CX Teams - Video

Designing experience after the fact is no longer enough.
As real-time analytics, personalization, and agentic systems become embedded across marketing, sales, and service, CX is moving upstream—into proactive design and agile delivery. This clip reinforces why CX leaders who combine human-centered design with data-driven insight are positioned to shape quality before customers ever give feedback.
The distinction is clear: CX as a strategic partner versus CX as a survey function. The former helps organizations build better experiences by design, not correction.

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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.

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