148: Paying Employees For CX Is A Bad Idea (Part 2)

Martin and Angelina welcome founder of Humanity at Scale and ex-Forresterite Bruce Temkin to explore the complexities of organizational culture, especially in the context of CX. Drawing on decades of research and real-world examples, the trio dives into why culture is so hard to change, what actually moves the needle, and how leaders can inspire lasting transformation.

Martin is joined by Debra Eddy, guest lecturer at University College London (UCL), to discuss how universities are preparing the next generation of CX leaders. Debra shares her journey from fast-moving consumer goods marketing to academia, and how UCL builds real-world skills and employability for students while adapting to changes brought by AI.