CX maturity playbook: Culture


Actionable insight to uplevel and transform the CX culture in your organization. Tools

Customer Focused Business Culture


Customer Focused Business Culture Tips. The post Customer Focused Business Culture appeared first on StoryMiners. Creating a standout customer experience is an all-hands approach.


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Culture is Contagious


We were discussing how important it is to “bake” customer service into the culture. In addition, leadership and management must defend the culture. It’s not just in the culture, it’s a philosophy to be embraced by everyone in the organization. Yes, their culture is contagious!

The Culture Challenge

Shep Hyken

Culture is one of the most important parts of customer service and customer experience. It’s part of the company’s culture.? . In the past, I covered six steps to creating a customer-centric culture. Six steps to creating a customer-centric culture.

Creating Distinction to Improve Customer Interactions

Speaker: Scott McKain, Business Consultant, Bestselling Author, Speaker

How does a business become so distinctive that they not only stand out in their industry, but set the benchmark for innovation, customer experience, and employee culture? This webinar will explore how a professional or an organization can create distinction to stand out in their industry.

AI & Culture

Martin Hill-Wilson

A little over a year ago I started thinking about the way AI will change organisational culture and day to day operations. AI impacts organisational culture by democratising access to real-time insight. Continue reading AI & Culture at BrainFood.

Six Ways to Actively Build a Customer-Centric Culture

Experience Investigators by 360Connext

You know the brands that do customer culture well. In a word, it all comes back to the culture. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals. A culture starts at the top. Brand Culture

Closed-Loop Culture or Closed-Loop Process?

Horizon CX

THE VALUE OF A CLOSED-LOOP CULTURE. Do you want to learn more about Closed-Loop Systems and how to build a Closed-Loop Culture? The post Closed-Loop Culture or Closed-Loop Process?

Customer-Centric Culture Change (Video)

Experience Matters

Our research and work with clients show that customer experience is a reflection of an organization’s culture. Any company that wants to build sustainable customer experience must build a customer-centric culture. Watch this short video: The bottom line: CX success almost always requires culture changeFiled under: Corporate culture, Customer-centric […]. Corporate culture Customer-centric DNA Temkin Group Video

No Culture, No Customers


How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to. View Article

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: your employees' relationships with each other, and with the company. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization.

Building Your Best Culture in 2019

CX Accelerator

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless. Naturally, an exceptional culture is the hardest thing to build, and equally as difficult to maintain. May 2019 be the year of authentic culture for all of us!

Wells Fargo: A Lesson in Leadership & Culture Gone Awry

Experience Matters

CCXP1 Customer-Centric Culture Corporate culture Customer experience Executive leadership Purposeful Leadership John Stumpf Wells FargoIn case you missed this in the news, Wells Fargo is under investigation for opening fraudulent accounts for its customers. During a period between 2011 and 2015, it is estimated that there were as many as 1.5 million deposit accounts and more than half a million credit card accounts opened inappropriately on behalf of customers. As part […].

Creating a Customer-Centric Culture That Aligns Employees With Customers

Integrity Solutions

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. What Gets in the Way of a Customer-Centric Culture.

Growing Your Contact Center Culture

NICE inContact

A company’s culture is a lot like a farmer’s soil, it’s the foundation from which all of your results grow. In much the same way, if your company culture has a negative impact on your employees, it will be that much more difficult for you to produce positive business results. While there are a few examples of great culture in the contact center world, there are just as many or more examples of notoriously bad company cultures.

5 lessons from "Would You Do That To Your Mother" by Jeanne Bliss to Drive Culture

Speaker: Jeanne Bliss, President, CustomerBLISS and Co-Founder, CXPA

In this webinar, customer experience pioneer Jeanne Bliss shares her 5-step guide to help companies simplify their approach to customer experience and culture transformation.

The VMware Culture Journey to Inspire Customer Centricity


VMWare Inspires a Customer-Centric Culture Customer centricity is a hot topic in business these days, as more and more companies challenge themselves to foster a “customer-centric culture.” But that’s a tall order – not to mention an ambiguous one – and it raises a number of questions, such as: What is a customer-centric culture anyway?

Does Culture & Performance Follow the Team or Leader?

The DiJulius Group

The post Does Culture & Performance Follow the Team or Leader? There are no Bad Teams, Only Bad Leaders I read a great story in the book, Extreme Ownership, by Jocko Willing and Leif Babin.

7 Pillars of a Strong Culture

CX Journey

Image courtesy of Pixabay Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking." Culture is such an important part of your business. I've previously defined culture as the set of values and norms that guides how the business operates; culture happens when we operationalize the values. Herb Kelleher's definition of culture is still my favorite: Culture is what people do when no one is looking.

Move “Customer Culture” Talk to Real Customer Culture Actions

Customer Bliss

“Customer Culture” is talked about by many leaders but misunderstood by most organizations. Culture is the action, not the words. Customer culture shows the customer commitment is real and not lip service. The post Move “Customer Culture” Talk to Real Customer Culture Actions appeared first on Customer Bliss. Align Around Experience alignment around expeirence Customer Culture customer driven growth

Everyone Is Accountable and Responsible for a Great Customer Experience!

Speaker: Bryan Horn, Founder, CS Solutions

If you've ever called a bank, cable company, or organization that thinks it's "too big to fail", you've probably run the customer service gauntlet: you start off with a seemingly simple request, and you call the customer service line. Once the general service rep hands you off, you're transferred to every department known to man. Further and further down the rabbit hole you fall, and each time you're transferred, the waiting room music plays longer and longer, and the person at the end of the line knows less and less about you and your problems. After the call, you've probably popped a blood vessel. Join Bryan Horn, author of The Customer Service Revolution and founder of CS Solutions, and learn how to master the warm handoff. Bryan will teach how to develop a culture of accountability so that all members of the organization are equipped to handle customer concerns and offer quick resolutions.

How To Create A Servant Leadership Culture

The DiJulius Group

1. Feature Article How to Create a Servant Leadership Culture By John DiJulius, Chief Revolution Officer I have had the good fortune to work with many great leaders of successful companies. The post How To Create A Servant Leadership Culture appeared first on The DiJulius Group.

Cultural nuances you need to take into consideration when using storytelling as a tool


Each organizational and national culture is unique; so yes, you do need to be sensitive to them. In certain cultures there is a deep hierarchical bent; and if so, unless the ‘story’ comes from a ‘senior’, it may not really have the impact you want.

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An Ugly Uber Lesson In Organizational Culture

Experience Matters

In a recent Fast Company article, This Is What Caused Uber’s Broken Company Culture, Uber was described as having a… “Hobbesian environment” where “workers are pitted against one another and where a blind eye is turned to infractions from top performers.” ” While I haven’t investigated Uber’s actual culture, it’s worth examining what could have caused this type of […].

How Exemplis Commits to Company Culture and CX Improvement

Customer Bliss

In this episode, Aurelia tells us about the impressive company culture at Exemplis, and how she’s been supported in her role to lead the company’s CX into the future. Commit to Developing Your Company’s Culture. When Aurelia interviewed for her position, she was told that the first step of the process was to ensure she would be a cultural fit. “The caliber of the team here is remarkable, and I’ve never seen anything like it.

The History of the Word "Hacker"

According to one of the best English etymological dictionaries available, the word "hacker", with the sense of evil/good and brilliant computer programmer, was born in the halls of MIT. This fact alone reminds us that culture and words begin in actual places. At that time, to hack code, or hack out code, had a negative connotation. Where did this come from? Read this eBook to learn how the word "hacker" has evolved.

The Culture Perception Gaps

CX Journey

Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. That's not the Culture Perception Gap, though. Another Culture Perception Gap: 63% of C-Suite and board respondents believe their culture is strong ("what we say about culture is consistent with how they act"), while only 41% of employees agree.

Keeping a Customer-Centric Culture During Social Distancing

Experience Investigators by 360Connext

There is a myth that customer-centric cultures happen by intuition and a little magic. ” Building a truly customer-centric culture is a strategy that requires business discipline and real practices. Empathy is always a critical part of a customer-centric culture.

Culture’s Impact on Customer Experience - Transforming the Customer Experience

Kristina Evey

Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. . Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature. Corporate culture is rooted in an organization’s goals, strategies, structure, and approaches to labor, customers, investors, and the greater community. Make sure your culture is Unique!

5 Questions About Building A Customer-Centric Culture - Dennis Snow


We asked Dennis Snow how to build customer centric culture and what customer experience means when working at Disney World. Feed generated with FetchRSS

The Modern Customer Success Playbook

The evolution of every high-functioning, effective customer success strategy centers around three C’s: connected experiences, an engaging customer journey, and a culture built on customer-centricity. Satisfaction won’t cut it. Quarterbacking your customers to long-term success and growth is proven to combat churn and transform customer success teams into revenue-drivers. But where do you start? Download the playbook today!

Episode 59 – The CX Benefits of a Culture Book

Kristina Evey

On the second episode of this podcast, we discussed Culture and how it relates to the Customer Experience. Culture is … Read More Episode 59 – The CX Benefits of a Culture Book. The post Episode 59 – The CX Benefits of a Culture Book appeared first on Kristina Evey. Culture Employee Experience Podcasting Uncategorized

The Three Stages to Developing a Customer-Centric Culture

CX Accelerator

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible.

7 Top Tips to Create a Customer-Centric Culture 


What all seasoned customer experience professionals know, is that you can have all the tools and methodologies in the world, but if the culture of an organisation does not support your ability to transform the way that organisation behaves, then customer centric transformation may remain a pipe dream. Now it may sound obvious, but if an organisation aspires to have a customer centric culture, then it MUST make customer experience a priority for everyone.

How to Find Employees Who Fit Your Company’s Culture

The DiJulius Group

1. Feature Article How to Find Employees Who Fit Your Company’s Culture By John DiJulius, Chief Revolution Officer One of my more popular articles was The 3 Best Ways To Make Your Interview Process Ungameable.

Create a Team of CX Heroes on Your Frontline: Transform Your Company’s Culture!

Employees often fail to understand that Customer Experience is more than a number. Learn a comprehensive 7-point strategy to incorporate CX, especially VOC feedback, into your company’s DNA to drive real impact!

No Culture, No Customers


How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to. View Article. General