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™
Fix the culture, fix the outcomes. What does it mean? How do you achieve it? Where do you begin? And why?| CX Journey™
After a keynote I did last week, I took some questions. One of them was related to organizational silos, their impact on the experience (for both employees and customers), what you can do to break down/connect those silos, and my thoughts on the role of matrix organizations/structures in breaking down those silos. See my thoughts in this post.| CX Journey™