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.
Culture can make or break a CX program, especially a new one. In a perfect world, every company would start right out of the gate with a customer-centric culture. In the real world, this is not the case.
Much of the CX conversation has shifted to focus on organizational culture. Sure, we have great customer listening efforts in place. Sure, we are asking the right questions of the right customers. Sure, we have people who want to do the right thing. Even with all of that, we don’t really feel that our organizations have truly embraced CX or that we are truly operating as customer-centric organizations.