CX Goalkeeper & ECXO with Jef Teugels - E46 is about Customer Culture

The CX Goalkeeper in collaboration with the European Customer Experience Organization (ECXO) had a smart discussion with Jef TeugelsJef is founder of Reins Group and an ambassador of the ECXO.In this episode you will learn:- Some highlights on the ECXO- The definition of culture and customer culture- The example of Air New Zealand transformation- Several great insights on the 8 key ingredients of a customer culture… and much moreHis book suggestion:The Customer Culture Imperative: A Leader's Guide to Driving Superior Performance; L. Brown, C. BrownThe 4 Stages of Psychological Safety: Defining the Path to Inclusion and Innovation; T. ClarkJef’s golden nugget:Work on your sensitivity. Sense what somebody else is living or trying to convey.How to contact Jef:- https://www.linkedin.com/in/jefteugels/- https://reins.group/Thank you, Jef!Thank you European Customer Experience Organization (ECXO)#customerexperience #leadership #cxgoalkeeper #exco #cxtransformation #podcast #customerculture #culture