Efficiency without humanity often costs more than it saves, and many organizations never see the full bill.

On The CX & Culture Connection Podcast, host Matt Egol, founder and CEO of JourneySpark Consulting, speaks with Natalie Beckerman, EVP and Chief Business Officer at iQor and author of When Did You Stop Caring? They discuss why the top leadership imperative today is bringing caring and efficiency back into balance. Matt and Natalie also discuss the Caring Recession, how policies, handoffs, and metrics get in the way of good service, and why culture has to be co-created with employees.

Listen to the full episode on The CX & Culture Connection.