92. Customer Experience And Emotional Intelligence: Key Insights and Strategies

Emotional Intelligence, CX, and Building Community with Luke Jamieson and Michael Mattson

In this episode of Ticket Volume, Matt Beran sits down with CX leaders Luke Jamieson and Michael Mattson to unpack the evolving roles of emotional intelligence and community-building in Customer and Employee Experience. From practical advice for fostering employee engagement to the game-changing impact of tools like AI and observability, this episode delivers actionable insights for modern leaders.

Here’s a sneak peek:

1. Why emotional intelligence is the backbone of CX and EX.

2. The difference between employee engagement and experience (and why it matters).

3. How community-driven projects like Twenty20ish redefine networking.

4. Leveraging AI and Journey AI for better CX strategies.

5. Tips for newcomers starting out in CX and service roles.

Tune in to explore how emotional intelligence and technology can transform the way we work and connect. Don’t miss it!