AI Is Only as Good as the Culture It Operates Within - CX Journey™
Culture determines how AI shows up in your customer experience - intelligent, intentional, and human, or disconnected and damaging.| CX Journey™
Culture determines how AI shows up in your customer experience - intelligent, intentional, and human, or disconnected and damaging.| CX Journey™
Built with intention and measured with rigor, culture is the most powerful lever a business has to drive customer satisfaction, employee retention, operational efficiency, and revenue growth.| 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™
Today’s global CX leaders are charged with reshaping their role - and raising the bar - on what it means to lead CX globally.| CX Journey™
When we start there, with people, the technology we implement is no longer a blunt instrument. It becomes a powerful extension of our humanity.| CX Journey™
As customer expectations rise and technology evolves, customer experience (CX) leaders must transform - not just their strategies but their own roles.| CX Journey™
People often ask how my thinking and my writing have evolved over time. Fair question - one that reflects the natural progression of my career and my perspective.| CX Journey™
So you've created a Culture Plan. How do you implement it? Who's involved? What are best practices for implementation?| CX Journey™
A Culture Plan is designed to shape, foster, maintain, and sustain your desired culture. How do you create this Plan, and who is involved?| CX Journey™
What is a Culture Plan? And why do I need one? Why is it important?| CX Journey™
Why is it important to socialize your core values? And what are some ways that you can do that?| CX Journey™
