The Global Discussion
The Global Discussion

The Global Discussion

The Global Discussion

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Why Simplicity is the Secret to Brand Loyalty with Matt Lyles Ep 249 - The Global Discussion
MAR 20, 2025
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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21 MIN