Why Simplicity is the Secret to Brand Loyalty with Matt Lyles Ep 249 - The Global Discussion
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Why Simplicity is the Secret to Brand Loyalty with Matt Lyles Ep 249 - The Global Discussion
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In this episode of The Global Discussion, Matt Lyles—Customer Experience (CX) Consultant, Keynote Speaker, and member of the Board of Directors at CX Accelerator, joins Host Simon Hodgkins for a wide-ranging conversation that unpacked the evolving world of customer and employee experience. With a career rooted in marketing, brand management, and CX leadership at FedEx, Matt now helps businesses worldwide build loyalty through one powerful principle: simplicity.
00:00 - Welcome & Introduction to Matt Lyles
00:44 - Matt’s Journey: From FedEx to CX Consultant
04:11 - AI vs. Human Touch: Finding the Right Balance in CX
06:59 - Airline Industry Lessons: Loyalty vs. Cost-Cutting
09:42 - The Power of Community: What is CX Accelerator?
12:50 - The Business Case for Customer Experience and Simplicity
15:33 - The Simple Brand Podcast and the Link Between CX & Employee Experience
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