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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