#656: Integrating CX and EX to create better customer outcomes with Sasha Fard, Capital One

The Agile Brand with Greg Kihlstrom

The Agile Brand

Business, Marketing

5 • 2.7K Ratings

🗓️ 28 March 2025

⏱️ 27 minutes

🔗️ Recording | iTunes | RSS

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Summary

We are here at Medallia Experience at the Wynn in Las Vegas and seeing some examples of amazing customer experience and employee experience and the latest updates from Medallia. Companies often separate Customer Experience (CX) and Employee Experience (EX) into different silos, but what if the real key to competitiveness and long-term success is in fusing the two together? How can organizations integrate CX and EX to create better customer interactions, drive employee engagement, and unlock real business value? Joining me today is Sasha Fard, Country Lead for Customer Experience Management at Capital One. RESOURCES Capital One: https://www.capitalone.com Medallia: https://www.medallia.com Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Transcript

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0:00.0	We all know data is valuable. We use it to tell a story, to make informed decisions for our businesses,
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0:44.1	of expertise in data and AI innovation. Data is hard. Domo is easy. Make smarter decisions and
0:51.4	propel your business forward with DOM. Learn Learn more today at AI.domo.com.
0:58.0	That's AI.com.
1:01.9	The Agile brand.
1:16.6	Welcome to Season 7 of the Agile brand, where we discuss the trends and topics marketing leaders need to know. Stay curious, stay agile, and join the top enterprise brands and Martec platforms as we explore marketing technology,
1:23.6	AI, e-commerce, and whatever's next for the Omnichannel customer experience.
1:29.1	Together we'll discover what it takes to create an Agile brand, built for today and tomorrow,
1:33.3	and built for customers, employees, and continued business growth. I'm your host, Greg Kilstrom,
1:39.7	advising Fortune 1,000 brands on Martec, AI, and marketing operations.
1:49.2	The Agile Brand podcast is brought to you by Tech Systems, an industry leader in full-stack technology services, talent services, and real-world application.
1:53.6	For more information, go to T-E-K Systems.com.
1:57.5	To make sure you always get the latest episodes, please hit subscribe on the app you listen to podcasts on and leave us a rating so others can find us as well.
2:05.3	And now on to the show.
2:08.9	We are here at Medallia Experience at the Win in Las Vegas and seeing some examples of amazing customer experience and employee experience and the latest updates from Medalia.
	...

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