CX Goalkeeper Podcast: Strategies for a meaningful human centric culture

On the latest episode of the CX Goalkeeper podcast, Greg caught up with Julie Tano-Lawsona (A seasoned customer experience consultant) who got to describe her approach on how to develop strategies for a meaningful human centric culture.

Successful organizations are exhibiting a distinct shift towards a human-centric work culture, as organizations maneuver through the complexities of a rapidly changing world. The human-centric approach prioritizes employees’ well-being, growth, and sense of belonging, acknowledging that an empowered and satisfied workforce can be a remarkable driver of business success.

The irreplaceable value of human creativity, empathy, and collaboration has become even more pronounced in this age of automation and digital transformation. Successful companies recognize this trend and are investing in a culture that values the human elements, ensuring a sustainable company growth and also fostering a workspace where individuals feel genuinely valued and motivated.

Developing  effective strategies for a meaningful human centric culture comes with its great many benefits which include:

• Promoting  employee engagement

• Fostering innovation

• Leads to higher retention rates
  

Episode Summary

Julie details that for one to come up with an effective CX strategy in the workplace, there is need for the head of CX department to be more consultative and collaborative in their approach thus they need to ask other employees questions like “ What are their views with regards to the proposed strategy?”, “What are we to achieve with the proposed strategy?”, “What sort of help would one need to achieve the proposed strategy?”, “What sort of value does the proposed strategy bring?”. With this approach, Julie also mentions that it comes about with its challenges with the biggest challenge having to do with breaking silos in the organisation as these silos can lead to missed details, frustrated customers, and ultimately, a weakened CX strategy.

Julie also touches on the importance of education and training in implementing effective CX strategies. She explains why training and education is a necessity in shaping out the much needed customer experience expertise for the employees and executives as they have to know the what, when and how of customer experience. She further explains how organisations have to regularly carry out these CX training as they are a key ingredient for every organization to not only function but also grow over the long term to meet their strategic goals.

Further into her presentation, Julie explains why governance and trust are important in building  an effective CX strategy. She mentions that organizations have to build trust internally and also with customers. Trust, according to her explanation, has to do with the organization coming up with an offering that meets the customer expectations and needs (“They know me, they know what l am looking for and l trust them to deliver”), as this leads to loyalty in customers hence a potential to increase revenue.

She says for organisations to build trust, they have to start off with baby steps by asking customers what they are looking for in a product thus they have to approach customers to ask them “What are they looking for in a specific product?”, “What needs improvement with the specific product?”. It is after tackling these questions, that the organization can look into other changes (e.g. change logo, change color e.t.c) to the product so as to build trust.

The Top 3 Key Learnings

• Align CX with Business Strategy: Effective CX initiatives must be integrated with the overall business strategy and objectives to drive meaningful results and gain executive support.

• Build and Measure Trust: Trust is a crucial component of successful CX. Companies should build trust with their customers and employees through transparent and consistent practices.

• Importance of Education: Continuous education and training for both CX professionals and executive teams are essential to keeping up with evolving customer expectations and implementing effective CX strategies.

Herewith is the video of the podcast: