{"id":2068,"date":"2021-08-06T17:26:00","date_gmt":"2021-08-06T22:26:00","guid":{"rendered":"https:\/\/davidgruehn.com\/?p=2068"},"modified":"2021-09-24T21:03:27","modified_gmt":"2021-09-25T02:03:27","slug":"why-every-executive-should-be-focused-on-culture-change-now","status":"publish","type":"post","link":"https:\/\/davidgruehn.com\/index.php\/2021\/08\/06\/why-every-executive-should-be-focused-on-culture-change-now\/","title":{"rendered":"Why Every Executive Should be Focused on Culture Change Now"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"2068\" class=\"elementor elementor-2068\" data-elementor-settings=\"{&quot;ha_cmc_init_switcher&quot;:&quot;no&quot;}\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-299741c elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"299741c\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-6b07aaa\" data-id=\"6b07aaa\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-66d796b elementor-widget elementor-widget-text-editor\" data-id=\"66d796b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Many retailers today are struggling to bridge the gap between the types of experiences customers want and that which they\u2019re able to provide. Consumers today expect retailers to know them personally and adapt to them in the moment, predicting their needs while adding value to their lives. Driven by a convergence of powerful, ubiquitous technologies, digitally mature customers, and an ever-expanding source of customer data, retailer\u2019s today face an unprecedented \u201cPerfect Storm\u201d of opportunity to create and harness hyper-personalized engagement with customers at scale.\u00a0 To bridge this gap retailers must embrace a new level of customer experience maturity called<em><strong> Customer Adaptive Retailing.<\/strong><\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-0dfa4e7 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0dfa4e7\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-8063cc4\" data-id=\"8063cc4\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2fc8565 elementor-widget elementor-widget-heading\" data-id=\"2fc8565\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-medium\">Customer Experience Maturity Map<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-9a9ea5f elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"9a9ea5f\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7042887\" data-id=\"7042887\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d656443 elementor-widget elementor-widget-image\" data-id=\"d656443\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"640\" height=\"328\" src=\"https:\/\/davidgruehn.com\/wp-content\/uploads\/2021\/08\/Customer-Experience-Maturity-Map-1024x525.png\" class=\"attachment-large size-large wp-image-2076\" alt=\"\" srcset=\"https:\/\/davidgruehn.com\/wp-content\/uploads\/2021\/08\/Customer-Experience-Maturity-Map-1024x525.png 1024w, https:\/\/davidgruehn.com\/wp-content\/uploads\/2021\/08\/Customer-Experience-Maturity-Map-300x154.png 300w, https:\/\/davidgruehn.com\/wp-content\/uploads\/2021\/08\/Customer-Experience-Maturity-Map-768x394.png 768w, https:\/\/davidgruehn.com\/wp-content\/uploads\/2021\/08\/Customer-Experience-Maturity-Map-1170x600.png 1170w, https:\/\/davidgruehn.com\/wp-content\/uploads\/2021\/08\/Customer-Experience-Maturity-Map-585x300.png 585w, https:\/\/davidgruehn.com\/wp-content\/uploads\/2021\/08\/Customer-Experience-Maturity-Map.png 1186w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-899f3e6 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"899f3e6\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-9840a86\" data-id=\"9840a86\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-392ce2d elementor-widget elementor-widget-text-editor\" data-id=\"392ce2d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Customer Adaptive Retailing is the transformation beyond Omnichannel retailing and requires a shift from thinking in terms of multiple channels to a hyper-focus on the only channel that matters in retail today &#8211; the Customer Channel \u2013 transforming seamless omnichannel experiences into adaptive and predictive experiences at every customer touch point.\u00a0 Achieving a Customer Adaptive customer experience maturity level requires two critical business transformations:<\/p><p><br \/>a)\u00a0 <strong>Digital Transformation<\/strong> which ensures that your systems are highly integrated and capable of capturing and analyzing every engagement with a customer at any touch point in their customer journey thus enabling every employee to access this critical information to create compelling personalized customer experiences when the customer chooses to engage again, and,<br \/>b) <strong>Cultural Transformation<\/strong> which transforms a retailer&#8217;s business culture from a product and sales driven focus to a customer-centric, customer experience focus.<\/p><p>One without the other will significantly reduce a retailer&#8217;s ability to bridge the gap between the personalized customer experiences expected today from\u00a0 digitally mature consumers and what retailers are able to deliver.\u00a0 Far to often retailers myopically focus on digitally transforming their businesses as it&#8217;s now easier to justify given the pandemic, and with the help of a good partner, more palatable to embark upon. Cultural change however is very challenging and much easier to avoid or push down the road.\u00a0 Keep this in mind, however, before joining the kick-the-can crowd that instinctively avoids this critical challenge:<\/p><ul><li>A <em>Digital Transformation<\/em> will provide the foundation to <strong><em>enable<\/em> <\/strong>compelling personalized customer experiences,<\/li><li>A <em>Cultural Transformation<\/em> will provide the foundation to <strong><em>achieve<\/em> <\/strong>compelling personalized customer experiences<\/li><\/ul><p>I was a retail CIO for almost seven years and I know the numerous challenges associated with business process re-engineering and attempts at cultural change. Recently I came across an excellent white paper from MIT Sloan entitled &#8220;Why Every Executive Should Be Focusing on Culture Change Now&#8221;. It&#8217;s an excellent read and could go a long way toward helping your company evaluate and potentially embrace the challenges and huge opportunities associated with <em>Customer Adaptive Retailing<\/em>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-720d65c elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"720d65c\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-561c59c\" data-id=\"561c59c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-cd2865f elementor-widget elementor-widget-text-editor\" data-id=\"cd2865f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h4><a href=\"https:\/\/sloanreview.mit.edu\/article\/why-every-executive-should-be-focusing-on-culture-change-now\/\" target=\"_blank\" rel=\"noopener\">Link to article at MIT Sloan<\/a><\/h4>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6b84a1f elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6b84a1f\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-881e521\" data-id=\"881e521\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4c42255 elementor-widget elementor-widget-pdf_viewer\" data-id=\"4c42255\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"pdf_viewer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<iframe src=\"https:\/\/docs.google.com\/viewer?url=https:\/\/davidgruehn.com\/wp-content\/uploads\/2021\/08\/2108_MITSloan_why-every-executive-should-be-focusing-on-culture-change-now.pdf&amp;embedded=true\" style=\"display: block; margin-left: auto; margin-right: auto; width: 100%; height: 1020px;\" frameborder=\"1\" marginheight=\"0px\" marginwidth=\"0px\" allowfullscreen><\/iframe>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-9819b10 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"9819b10\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-fc6421a\" data-id=\"fc6421a\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>The retail industry is experiencing a massive wave of digital transformation driven by the pandemic. To make transformation a reality in their businesses post-pandemic however, leaders must build a strong culture to support it.<\/p>\n","protected":false},"author":1,"featured_media":2069,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"footnotes":""},"categories":[319],"tags":[335,323,118,25,322,260,71],"class_list":["post-2068","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-cultural-transformation","tag-customer-adaptive-retailing","tag-customer-centricity","tag-customer-experience","tag-hyper-personalization","tag-mit-sloan","tag-personalized-customer-experience"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Why Every Executive Should be Focused on Culture Change Now - DwG Retail<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/davidgruehn.com\/index.php\/2021\/08\/06\/why-every-executive-should-be-focused-on-culture-change-now\/amp\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Why Every Executive Should be Focused on Culture Change Now - DwG Retail\" \/>\n<meta property=\"og:description\" content=\"The retail industry is experiencing a massive wave of digital transformation driven by the pandemic. To make transformation a reality in their businesses post-pandemic however, leaders must build a strong culture to support it.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/davidgruehn.com\/index.php\/2021\/08\/06\/why-every-executive-should-be-focused-on-culture-change-now\/amp\/\" \/>\n<meta property=\"og:site_name\" content=\"DwG Retail\" \/>\n<meta property=\"article:published_time\" content=\"2021-08-06T22:26:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2021-09-25T02:03:27+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/davidgruehn.com\/wp-content\/uploads\/2021\/09\/MITSloan-Culture-Change.png\" \/>\n\t<meta property=\"og:image:width\" content=\"241\" \/>\n\t<meta property=\"og:image:height\" content=\"250\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"David W Gruehn\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@dgruehn\" \/>\n<meta name=\"twitter:site\" content=\"@dgruehn\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"David W Gruehn\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/davidgruehn.com\/index.php\/2021\/08\/06\/why-every-executive-should-be-focused-on-culture-change-now\/amp\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/davidgruehn.com\/index.php\/2021\/08\/06\/why-every-executive-should-be-focused-on-culture-change-now\/amp\/\"},\"author\":{\"name\":\"David W Gruehn\",\"@id\":\"https:\/\/davidgruehn.com\/#\/schema\/person\/e9870a5f305050cf73211a280eac582a\"},\"headline\":\"Why Every Executive Should be Focused on Culture Change Now\",\"datePublished\":\"2021-08-06T22:26:00+00:00\",\"dateModified\":\"2021-09-25T02:03:27+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/davidgruehn.com\/index.php\/2021\/08\/06\/why-every-executive-should-be-focused-on-culture-change-now\/amp\/\"},\"wordCount\":465,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/davidgruehn.com\/#\/schema\/person\/e9870a5f305050cf73211a280eac582a\"},\"image\":{\"@id\":\"https:\/\/davidgruehn.com\/index.php\/2021\/08\/06\/why-every-executive-should-be-focused-on-culture-change-now\/amp\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/davidgruehn.com\/wp-content\/uploads\/2021\/09\/MITSloan-Culture-Change.png\",\"keywords\":[\"cultural transformation\",\"customer adaptive retailing\",\"customer centricity\",\"customer experience\",\"hyper-personalization\",\"MIT Sloan\",\"personalized customer experience\"],\"articleSection\":[\"Blog\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/davidgruehn.com\/index.php\/2021\/08\/06\/why-every-executive-should-be-focused-on-culture-change-now\/amp\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/davidgruehn.com\/index.php\/2021\/08\/06\/why-every-executive-should-be-focused-on-culture-change-now\/amp\/\",\"url\":\"https:\/\/davidgruehn.com\/index.php\/2021\/08\/06\/why-every-executive-should-be-focused-on-culture-change-now\/amp\/\",\"name\":\"Why Every Executive Should be Focused on Culture Change Now - 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