464: Change CX Culture By Asking Better Questions

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