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™
Most leaders say customer experience is a priority. Far fewer connect the dots between what customers experience on the outside and what employees experience on the inside. But here’s the truth: You can’t fix what’s happening on the outside if you don’t fix what’s happening inside. The disconnect between EX and CX is one of the biggest blind spots in business today. Despite years of research, case studies, and common sense pointing to the connection, too many organizations still tre...| CX Journey™
I still see people using the term "customer-centric" incorrectly. What does it truly mean to be customer-centric? It looks like this: There are no discussions, no decisions, no designs without bringing in the customer and her voice, without asking how it will impact the customer, how it will make her feel, what problems it will help her to solve, what value it will create and deliver for her (that ultimately creates value for the business). That voice = customer understanding. And customer un...| 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™
Culture is part of an organization’s DNA. Every company has a culture driven by its mission, vision, and values. These principles guide how team members behave inside the workplace. A business’s expectations, experiences, and operating philosophy all stem from its culture. The post How To Build a Customer-Centric Culture Within Your Business appeared first on Walker.| Walker
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™
