Culture Isn’t A “Nice To Have”, It’s Your CX Growth Engine

Episode notes

Customer experience doesn’t succeed on insight alone. This episode of In other words explores how leaders embed culture into strategy to drive meaningful change, aligning teams, acting on customer understanding, and delivering consistent experiences across languages and regions. Host Jason Hemingway and Phrase CEO, George Ell, are joined by Annette Franz, the Founder and CEO of CX Journey Inc., to discuss how strong cultural foundations help organizations stay relevant locally, scale with intent, and deliver lasting business results. What You’ll Learn: How to build a foundation of culture before implementing customer experience initiatives Why employee experience directly drives customer experience outcomes and business growth How to balance automation with human connection in customer and employee experiences Why leadership must exemplify culture through actions, not just words How to adapt global culture strategies while maintaining consistent core values Annette Franz is a globally recognized thought leader, author, and speaker specializing in culture transformation, employee experience (EX), and customer experience (CX).