You’ve all heard a culture change story that starts with someone mopping the floor, right? Someone in the late 1960s asks the janitor at NASA, “What’s your job?” They lean on their mop, smile wistfully, and say, “I’m putting a man on the moon.”

True? Who knows, but it illustrates an important point that whether it’s NASA’s janitor, Disney’s cast members keeping the magic alive, or the All Blacks rugby team sweeping their own locker room to stay humble, these anecdotes remind us that culture isn’t just a poster on the wall. It’s lived, messy, and deeply human.

In our latest CX Cast episode, ex-Forresterite Bruce Temkin joins Angelina Gennis and me to unpack why culture change is so hard and why it matters now more than ever. We discuss our shared background in shipbuilding, submarine engineering, agile development, and customer service, all circling back to one truth: Culture is the glue that holds organizations together, but it’s also the squishy stuff that resists tidy solutions.

Change Happens In Micromoments, Not With A Big Bang

CX leaders often fall into the trap of searching for a “big bang” solution, whether it’s a new program, a set of posters, or a checklist. But as Bruce points out, real change happens in micromoments: the everyday interactions between leaders, managers, and frontline employees. Building trust is essential, but trust means risk. It means letting go of rigid rules and empowering people to act with empathy and purpose.

Iterative, feedback-driven methods like agile offer a way forward. Instead of betting everything on a year-long plan, we can use agile to learn and adapt in short sprints, with regular coaching and reflection. This means:

  • Starting with small, meaningful changes at the front line.
  • Coaching managers to act as guides, not just enforcers.
  • Empowering employees with a clear purpose and practical guardrails.
  • Listening to feedback, adapting quickly, and not just relying on annual reviews.
  • Reflecting on the legacy you want to leave, not just short-term goals.

Culture Change Is Messy

The best leaders don’t just cast a shadow; they leave a legacy. They inspire teams to see their work as part of something bigger, even if they’ll never see the cathedral finished. But it’s hard, and oh so human. Culture change is messy, but it’s also possibly the most grounding work we do.

Tune in to the CX Cast for more stories, practical advice, and a little philosophy.

Follow us on Spotify, Apple Podcasts, or wherever you get your podcasts, and join the conversation on how to build customer-centric cultures that last.