Episode S03-10 With TAG CX Bruna and Santosh The Culture Behind Great Customer Experience

I had the privilege of hosting a very special episode of the Culture8 podcast in collaboration with the TAG Customer Experience Society.

What made this episode especially meaningful for me was hosting my peers from the TAG CX board. Bruna Lopes from MJV Innovation and Santosh Subramanyam from Macy’s brought incredible energy, depth, and authenticity to the conversation. You can almost feel the passion they bring to CX in the way they speak, think, and lead.

One theme came through clearly. Great customer experience starts with employee experience. We talked about how psychological safety, trust, consistent rituals, and leadership behavior shape how employees show up every day. When people feel heard, supported, and aligned, that energy carries directly into the customer experience.

That connection is exactly why employee engagement matters so much to CX outcomes. Engagement is not a survey score. It is the result of everyday behaviors, systems, and relationships working together.

This conversation strongly reinforced why we built the Spark Plan at easini. The Spark Plan intentionally focuses on strengthening psychological safety, building trust, creating consistent rituals, and supporting leadership behaviors that shape culture over time. When teams practice these elements together, engagement improves and CX becomes a natural outcome, not a separate initiative.

I am grateful to be part of a community like TAG CX where peers share openly and challenge each other thoughtfully. Conversations like this remind me that culture and CX always move together.

🎧 The Culture Behind Great Customer Experience
Now live on Spotify and YouTube

I would love to hear your thoughts. How have you seen employee engagement influence customer experience in your organization?