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Uncover the ten foundational principles of deliberately designing a customer-centric culture in Built to Win!| CX Journey™
Culture determines how AI shows up in your customer experience - intelligent, intentional, and human, or disconnected and damaging.| CX Journey™
Psychological safety isn’t a soft concept; it’s a hard-edge business imperative. It determines whether your teams operate in truth or silence, whether innovation thrives or stalls, and whether people stay and grow or leave and disengage. It is the invisible infrastructure that either supports high performance or silently sabotages it. If you’re serious about transforming outcomes - for your employees, your customers, and your bottom line - you can’t ignore the conditions under which y...| CX Journey™
Culture isn’t something you launch; it’s something you lead. It’s not a one-time initiative. It must be built, maintained, sustained - and scalable.| CX Journey™
How do leaders drive (lasting) change? Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv’s annual client Forum. The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv’s CEO Jeff Yabuki about sports, of course, as well as about leadership and business. […]| CX Journey™
A customer experience audit can take one of two formats or meanings. In this post, I talk about one of those two: the audit of the structure and strategy you have in place to deliver the experience your customers are having – or desire to have.| CX Journey™
Remember, you get the culture that you design or create - and/or the culture you allow. Core values are at the root of the culture you design; they support and facilitate the culture and the business model you desire, and they support the vision you have for the business, for your employees and their experience, and for your customers and their experience.| CX Journey™
Whether your business is large medium, or small, when it comes to developing a customer-centric organization, the soul of that transformation journey really is your corporate culture.| CX Journey™