Why Simplicity is the Secret to Brand Loyalty with Matt Lyles Ep 249 - The Global Discussion
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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