In this episode of The CX and Culture Connection, host Matt Egol interviews David Friedman, CEO of CultureWise and author of Culture by Design, to discuss how defining and reinforcing key behaviors can build a scalable, high-performing culture. David shares insights from his work with 800+ organizations, emphasizing the power of rituals and consistent practice to maintain cohesion—especially in hybrid work settings.
With examples like the Ritz-Carlton’s service model and lessons from Atomic Habits, Matt and David explore practical ways to strengthen culture, foster innovation, and drive lasting growth.
Listen to the full episode here: https://youtu.be/hFiYBQIAldo
#CX #OrganizationalCulture #Leadership #CultureByDesign #BusinessGrowth #EmployeeExperience #HybridWork
0:00 –Preview of Episode
0:26 – Introduction of Guest David Friedman
1:32 – The Importance of Culture in Organizations
3:43 – The Informal Side of Culture
6:02 – Triggers for Cultural Change
7:59 – The Importance of Culture in Achieving Growth Potential
13:44 – Understanding Culture Through Behavior
17:26 – Habit Building
19:30 – Rituals and Habits in Culture
24:56 – The Atomic Habits book by James Clear
27:39 – Embedding Behaviors for Lasting Change
31:10 – Repetition Creates Self-Awareness
32:46 – Connecting Culture to Customer Experience
39:46 – Balancing Breadth and Depth in Cultural Focus
45:43 – Guest Contact Details and Closing
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More about Matt Egol and JourneySpark Consulting:
Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting
A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven.
Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing.
Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures.
#cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity
