Featuring:

Bruce Temkin, Founder of Humanity at Scale and ex-Forresterite

Show Notes:

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. We discuss:

  • The complexity of culture change
  • How building trust between leaders, managers, and frontline employees is essential for enabling customer-centric actions
  • The effectiveness of iterative, feedback-driven methods (like agile) for culture change
  • Leaders’ desire to leave a positive legacy and their influence on the organization