JourneySpark Consulting
Accelerating Impact by Focusing on the CX & Culture Connection ™Â
Identifying and nurturing the right cultural behaviors is key to bringing your company’s mission, vision, purpose, strategy, and values to life. Culture has a direct impact on your customer experience through the way employees show up with customers at every touchpoint they have with your organization. It also has an indirect impact through the way your employees collaborate with one another across product development, marketing, sales, and service.Â
Depending on where you are in your company’s journey to be more customer-driven, JourneySpark can partner with you on the following solutions, tailored to your needs.
Mastermind Groups
Our mastermind groups are designed for leaders who are looking to accelerate their growth by aligning strategy, culture, and customer experience. If you’re driving change – and want coaching and peer support while doing it – this is for you.
- Monthly virtual meetings with leaders at other companies on a similar learning journey
- 1:1 coaching hour with JourneySpark each month
- Workshops to dive deeper on thematic topics
- Curated experiences at CX events (e.g., CXPA, Qualtrics X4, Medallia Experience, etc.)
Each mastermind group has up to 15 member companies and is focused on a theme. Example themes include “Experience as a Winning Strategy” and "Amplify Your CX and EX Together.”
Get a sneak peak for the “Experience as a Winning Strategy” here.
Pricing: $6,000 per year for up to 4 participants per member company in one of the groups. Discounted rates apply for companies joining multiple mastermind groups.
Value Accelerator
To get your growth flywheel spinning, you must prioritize where to focus across Better, Faster, or Cheaper, while ensuring your CX and culture are aligned. Without the right insights, you’ll waste energy and your CX won’t deliver on your brand promise. The Value Accelerator delivers rapid insights via a set of diagnostic tools across three modules that you can leverage to engage your stakeholders over a set of workshops:
- Strategy module taken by your leaders to assess how aligned they are across specific capabilities for Better, Faster, and Cheaper to create value for customers
- Culture diagnostic taken by employees to assess how well aligned your culture is to your strategy. This module sparks discussion to prioritize the employee behaviors to focus on in building a cultural movement at your organization
- Voice of the Customer module to validate whether your brand promise is resonating with your customers across your priorities for Better, Faster, or Cheaper, as well as which emotions to focus on evoking across the customer journey. This diagnostic tool helps you evolve your customer listening approach to support employee habit building cycles.
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Pricing: $3,000 per module including virtual read-out session with stakeholders. Design and facilitation of interactive workshops for strategy alignment, prioritizing cultural behaviors, and aligning on the right change management plan can be custom quoted to best meet your needs.
Habit Builder Coaching Packages
- Foster dialog about what behaviors bring your mission, vision, purpose, strategy and values to life
- Prioritize employee behaviors to focus on along the customer journey that create an emotional connection with customers
- Prioritize the right system of change to activate behaviors, including both formal levers like measurement and rewards and informal ones like rituals and storytelling
- Get employees to make commitments to behaviors to practice over habit building cycles
- Conduct bi-weekly check-ins with employees on the behaviors they are practicing
- Provide coaching to team members
- Evolve your approach to customer listening to create an aligned feedback loop
Pricing:Â custom quoted, starting at $5,000/month, based on packages of coaching hours to support your team in prioritizing the right behaviors, designing the right system of change, setting up tools for check-ins and nudges, and providing coaching to team members.
Learn More About Your Coach
Matt has more than 25 years of experience helping companies build stronger cultures that fuel higher growth. Whether you are at a F1000 company or an emerging brand looking to sustain hyper growth without losing what makes you special, focusing on CX and culture together is key to unlocking growth and driving faster value realization from your investments in CX. Matt can help you build a self-funding growth flywheel, where savings – from applying AI, building a culture of experimentation, and attacking your cost of quality – help you fund your CX capabilities and drive top-line benefits for new customer acquisition, retention, and loyalty.
Matt brings his experience from leading the CX practices at Booz & Company and PwC (which acquired Booz and rebranded it Strategy&) to his work at JourneySpark Consulting, which Matt founded two years ago. While at PwC, Matt worked with F1000 clients, as well as private-equity owned and emerging private companies.
Matt brings cross-industry perspective focused on CX and culture. Earlier in his career he led the Digital Transformation practice for Retail & Consumer clients at Booz & Company. As one of the founders of Booz Digital, Matt broadened his focus across industries, ranging from healthcare to financial services to travel and hospitality to technology to BtoB manufacturing. Matt became the go-to partner at the intersection of CX and culture, helping clients turn strategies into lasting results by building cultural movements that drive business outcomes.
Matt is the host of The CX and Culture Connection podcast and author of the best-selling book by the same name.
Disclaimer: This course is independently developed and delivered by JourneySpark Consulting. CX On The Rocks is not responsible for the accuracy, reliability, or outcomes of any business, financial, or career decisions made based on the content of this course. The views and recommendations expressed are solely those of the course provider. Individuals should consult their own advisors or conduct independent research before making business or career decisions.