Contact Shep (314) 692-2200

The New, Better Customer Experience

How to Drive a Customer-Centric Culture

Shep Hyken interviews Dennis Wakabayashi, the VP of CX Solutions Delivery for RR Donnelley. They discuss strategies for creating customer-centricity by improving the employee and customer experiences.

Subscribe and Listen

Top Takeaways:

  • There are two halves to customer-centricity. One is the great leaders of CX, who are inspirational catalysts for creating a customer-centric culture. The other half is the people in the trenches, who connect those leaders and companies with solutions.
  • Any customer experience tactic or strategy you try to implement should be supported by your customer record, which is all the information you can (legally) gather about your customer.
  • If you want senior leadership to invest in customer experience, you must show them the ROI (return on investment).
  • The best way to position customer experience to leadership is to highlight the increase in productivity, efficiency, and agility.
  • Touchless and contactless payments have existed since 1997, but have been accelerated and more widely adopted over the past year.
  • The employee experience has a huge impact on the customer experience. If employees are happy and well-supported, they are able to better support customers and deliver a better experience.
  • Employee needs will continue to change moving forward. Make the voice of the employee a central part of the decision-making process.
  • Become a partner to your customers and clients, rather than another vendor. If you’re not a partner, you’re in a potential churn zone where someone else could come along and build a better relationship with your customers.
  • The inspiration and innovation that come from teamwork are what drives a culture of customer-centricity. And that is available to executives free of charge!


“What is at the center of the productivity conversation is this notion of employee experience. Employee experiences are central to customer experiences.”

“The one thing that drives a successful culture is the inspiration and innovation that comes from teamwork to create a new ‘better.’”

“Empathy creates collaboration – and these two things are what enable growth.”


Dennis Wakabayashi is the VP of CX Solutions Delivery for RR Donnelley, a global business communications firm. He is among the top 50 CX influencers globally and provides relevant customer experience content on many social channels.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. How does the employee experience affect the customer experience?
  2. Has COVID-19 changed customer service?
  3. How can I improve the employee experience?
  4. What is the best way to position customer experience to executives and leadership?
  5. How can I create a better customer experience?

Want to receive Shep’s latest customer service and CX research?

Sign up for instant access to Shep’s research report on customer service and customer experience.

"*" indicates required fields

This field is for validation purposes and should be left unchanged.

© 2024 Shepard Presentations, LLC.
All Rights Reserved.

Legal Information | Sitemap Legap

Site by: digitalONDA