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Digital Transformation

Forrester CX: Des Cahill and Aligning CX to Your Culture

livebloggingWe are live-blogging from Forrester’s CXNYC this week, the event for customer experience leaders, innovators, and practitioners.

Des Cahill, VP and head of CX Evangelism spoke about aligning CX to your culture.

Oracle is a company in transition and that change is affecting the Oracle culture.

Oracle has acquired and built a lot of CX apps with an entire cloud suite. Sales, Marketing, CPQ, Commerce, Service, Social, and CX Marketplace.  Oracle wants to power those omni-channel experience.

Definition: 1. Culture is the beliefs and behaviors that determine how a company interacts internally and externally.  2. Develops organically over time from the cumulative traits of employees.

Forrester’s research shows that building sustainable experiences in any industry requires a customer obsessed culture.

Question: What is my current culture and what are the key values? How do I leverage these existing values to build remarkable customer experiences.

Note: It’s about aligning and not changing your culture here.

You culture is sticky. Key values are hard to change.  You need to recognize them and when they eventually do morph.

Quote: Culture starts with leadership

Oracle key values:

  • Technology superiority
  • Competition
  • Top-down
  • CIO
  • Win


  • Product simplicity
  • Collaboration
  • Consensus
  • Consumer
  • Change the world

Oracle’s Shift today

Technology Superiority –> Solution Superiority

Win –> Win

  • Measure NPS scores by region, by product line
  • Deal loss analysis – where were we lacking

Top-down –> Top-down

Security –> Enablement (still obsessed but opening up processes and moving faster)

  • If Larry says 80% of contracts will be processes in 24 hours, it happens

CIO Buyer –> LOB buyer

  • New advertising
  • Persona based messaging
  • “Millenial” sales hiring

Closing thoughts

Ask yourself:

  1. What are the root values in your culture today
  2. Are there forces that are changing those values
  3. How do you leverage those value to get your CX agenda adopted


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Michael Porter

Mike Porter leads the Strategic Advisors team for Perficient. He has more than 21 years of experience helping organizations with technology and digital transformation, specifically around solving business problems related to CRM and data.

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