Denise Lee Yohn talks about culture, what it takes to build a healthy culture, whose responsibility it is, and what companies are doing it well. She goes on to explain why companies need to find the intersection between brand and culture and the importance of communication.

✔️ Hiked Mt. Everest Base Camp, dance with professional ballet, and flew a helicopter
✔️ Culture is the attitudes, beliefs, and behaviors that people express in an organization
✔️ Leaders need to accept their responsibility for culture building. They need to champion, communicate, role, model, design, and run your organization to cultivate the culture you want

The book/person who has influenced Denise the most in the past year:
✔️ Book: How to be anti-racist by Ibram Kendi

Her note to all the customer service and experience professionals:
“Remember this is humans to humans engagement. There is a real person on the other line”


Nick Glimsdahl is a Director of Contact Center Solutions at VDS. On this podcast, Nick interviews customer service and customer experience leaders to talk about their stories, best practices, and lessons they have learned along the way.

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