How Culture Drives Global Customer Experience

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. Jason Hemingway and George Ell are joined by Annette Franz, the Founder and CEO of CX Journey, to discuss how strong cultural foundations help organisations 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 localize 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). As the Founder and CEO of CX Journey, she partners with organizations to embed values-driven cultures that empower employees and improve customer relationships to drive sustained performance and better business outcomes.

With over 30 years of experience and a reputation as a top EX and CX influencer, Annette has worked across industries, including roles at J.D. Power, Mattel, Fidelity, and Medallia. She's the author of three widely respected books: "Customer Understanding," "Employee Understanding," and "Built to Win."