Culture change programs are hard to get going, and in most cases the change doesn’t stick. They’re about as likely to succeed as the pledge you made to "eat healthy and exercise” back January. Here’s why it’s so hard – and what you can do make CX change go deeper and last longer. Read More
You know that culture is the key to great CX. But what do we mean when we talk about culture? Here’s my definition:
Culture is made up of a group’s shared assumptions about the nature of the world and how to succeed in it.
People use these assumptions to decide what’s going on around them and how they should react. For example, low trust cultures assume humans aren’t trustworthy, so they must set rules and monitor people's behavior to make sure everyone follows them.
When you change culture, you are replacing old, unhelpful assumptions with new, more accurate ones. Read More
Business leaders are knee-deep in planning season, and one question keeps coming up over and over again: “With all the things we could do to improve CX in 2018, what should be top priority?”
It’s not innovation, mobile, or artificial intelligence (AI). It’s trust–trust among the employees in your company. Why? Because trust, which is low in most organizations, is a catalyst for other culture changes that we need in CX. Read More
If your company wants to be a leader in customer experience (CX), few things will impact your ability to get there more than culture. It’s critical, and it’s also one of the hardest things to change.
According to McKinsey, more than 60% of efforts fail. Why? Because the typical approach to culture change is too superficial. Culture is an unconscious phenomenon. The only way to change it is to influence what’s happening deep inside the minds of the people you work with. Read More
it takes more than positive emotions to make people happy. We also need to feel engaged, and that the things we're doing matter. Research from Gallup and Healthways found that people experience well-being, the sense that life is generally good, when they're thriving in five areas: Read More
Spring is a popular time of year for conferences. I'm going to four in the next two months, but many of you only get to one or two a year. This post shares a few tricks I’ve learned to make the events you do attend as useful and pleasant as possible. Read More
Sixty-seven percent of Americans surveyed for the 2016 report Civility In America think civility, or a lack thereof, is a problem in today’s culture. Almost three quarters said the problem has gotten worse in recent years. And not just in politics or social media. Research by Christine Porath, an associate professor at Georgetown University, found that 62% of people are treated rudely at work at least once a month, up from 49% in 1998. And more than a quarter of workers have been victims of incivility so severe it meets the criteria for workplace bullying.
These numbers are distressing, particularly for the CX community. Read More
As you may have heard, I left Forrester after 10 years as an analyst in the customer experience (CX) research practice. People keep asking what prompted such a big change and what I’m doing now, so here’s the scoop. Read More