There is a lot to say on this topic! One thing I will say is that a lot of my personal CX stories have to do with airlines, and I think often in the US we look at airlines very often when highlighting negative CX stories, but there can be positive ones, too. Being based in Utah I fly Delta often and I have to say 9 times out of 10 when there is an issue, they fix it for me. 

The CX world has changed so much since I started in this field, and for the better! I think for the most part businesses and consumers are much more fluent in CX now and can articulate its importance, even if they themselves are not experts in the industry. I also like seeing how companies are placing value on the employee experience as “internal customers.”

I would like to see more research on the cultural attachments to CX around the globe and the value some societies and cultures place on it vs others that may not attach as much importance. The internet and globalization are flattening the consumer experience in so many ways but that may be outpacing cultural change in many geos/locales. 

I didn’t even know CX day was a thing, but I think it’s wonderful! CX deserves a full month, in my opinion

@SteveBelgraver @chackbusch @vgayraud @craigoliver-walsh :

 Wondering if any of you have insight into Gabrielle’s question? Or opinions of your own? The impact of a country’s culture on CX -- or vice versa? Certainly an interesting thread of discussion!

Education is a very different beast, but it’s important to focus on the experience in education for students and faculty for many reasons; probably a lot of parallels to other sectors and industries as well. 

Interesting post and thought provoking question @GabrielleH . From my perspective the obvious answer is a resounding ‘yes’. Although arguably the concept of CX has American roots, the Japanese term #omotenashi with its roots in hospitality go back further in time. Culture is a huge determinant in how the ‘theory’ of CX translate into local experiences. The Europeans generally place a higher value on tradition and personal relationships over efficiency and convenience which characterise the new world of North America for instance. I’m curious what the others, especially from outside North America think ….!  

@SteveBelgraver Thank you for chiming in on this post -- I was very much hoping you would! I think your quote above is spot on, as someone who has lived in Europe as well. 

I am contemplating a LinkedIn post on the topic, but I am curious to know from your perspective if you think that there is a cultural “flattening” happening with access to social media, globalization, etc? There is a French author who argues that culture is dying, largely due to these factors. 

I saw something rather shocking online last night -- a video about a Costco warehouse store in the Paris metro area. I could not believe that a) such a thing existed and that b) the experience inside the store was virtually the same as the experience inside a Costco store here in the US (not just the look and feel of the store, but the products, etc). 

I am very much hoping some of our other international XM Community friends chime in here on this thread!