Many CX leaders know culture needs to change before a customer experience (CX) transformation can succeed. The challenge is knowing where to start.

In this episode, Angelina Gennis and Martin Gill explore a surprisingly simple approach: using powerful customer-focused questions as organizational rituals. Drawing on real examples from executive workshops and customer-centric organizations, they explain how the right question can expose silos, encourage knowledge sharing, improve accountability, and reinforce customer-focused behaviors. We discuss:

  • Why culture change starts with behavior, not slogans
  • How simple rituals can reshape behavioral norms
  • Questions leaders can use to encourage customer curiosity
  • Ways to uncover accountability gaps and siloed thinking
  • How customer-focused questions create habits that support lasting CX transformation