CX Cast Dives into Culture Change with Bruce Temkin
In a recent episode of CX Cast, hosts Angelina Gennis and the host welcomed Bruce Temkin, a former Forrester analyst, to explore the complexities of culture change. The trio shared insights from their diverse backgrounds, including shipbuilding and customer service, to delve into this 'squishy stuff' that holds organizations together.
Temkin and the hosts agreed that culture change is a messy, human process that happens incrementally in everyday interactions, not through 'big bang' solutions. They highlighted the importance of iterative, feedback-driven methods, such as agile, to bring about meaningful frontline changes. Inspiring teams with a sense of purpose and legacy, rather than just short-term goals, was also emphasised.
The conversation touched on the challenges of culture change, with Temkin sharing his perspective from his time at Forrester. He noted that culture is the 'glue' that binds organizations but also the 'squishy stuff' that resists easy solutions. The hosts and Temkin agreed that culture change often occurs in small, everyday interactions or 'micromoments', rather than large, sudden changes. They also discussed the importance of culture, using the example of a NASA janitor who famously saw his role as 'putting a man on the moon'.
The episode of CX Cast underscored the importance of culture change in organizations, highlighting the need for iterative, human-centred approaches. Bruce Temkin, Angelina Gennis, and the host emphasised the role of everyday interactions and a sense of purpose in driving this change. Despite its challenges, culture change, when done right, can significantly impact organizations.
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