How have recent events changed cultural dynamics in your org? | Experience Community
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How have recent events changed cultural dynamics in your org?

  • June 30, 2020
  • 2 replies
  • 32 views

VinceV
Qualtrics Employee

Hey Public Sector Community -
I've been chatting with a few of our partners and one topic that keeps coming up is how fluid cultural dynamics are right now. For example, some folks have been telling me that they're seeing collaboration among departments that pre-COVID-19 would have NEVER worked together. Others have told stories about uncovering new leaders stepping up to take on additional responsibility during this time. Another common pattern is the increased reliance on data/IT staff to "lead the way" and make bigger strategic decisions. Have you encountered any of these - or other dynamics - lately?
Vince

2 replies

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  • Level 5 ●●●●●
  • December 18, 2020

I'm surprised no one has chatted about this yet. I think I've seen some examples of what you've mentioned at my organization for sure.
I'm in economic development so I feel like there is a pretty strong rallying force around all that is going on for us. For me particularly resonated is this idea of more collaboration occuring. Whereas previously units worked fairly siloed- we did have new programs and initiatives launching on occasion but as a general rule staff were supporting established programs. COVID related businesses closures of course was a challenge no one has ever encountered before- so we're seeing a lot more collaboration around quickly identifying cross-departmental creative solution to address customer needs. Teams seem less hung up on "my program" being different from yours, and are more readily identifying shared customer segments and how we can help them.
In my role as our organization's Customer Experience point it was really exciting to see this shift to customer-centric thinking. We've always had a fabulous "customer-service" mindset across all units, but that shift to "customer-first" or "customer-centric" service design is a struggle to get any organization to fully realize.
And what's even cooler is that several months after your initial question- that seems to being pretty strong, still! If/when other's chime in I'd love to see suggestions on we as CX professionals can continue to foster that mindset.


AdamK12
Level 5 ●●●●●
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  • Level 5 ●●●●●
  • September 15, 2021

This is such an interesting question and I'd love to resurrect it, given that we're still dealing with so much uncertainty about when and how we'll be returning to our offices. It's a great issue for BruceT and the XM Institute to think about -- so Bruce, this may be a really interesting thing to put on your research agenda.
In the "before times", our organization really didn't embrace telework. Probably a majority of people worked from home at least one day a week--I don't have data for this but it was generally used as a way to help people achieve better work life balance. Because we're a library (and my division is IT), telework often conflicted with a culture in which librarians needed/wanted to be in the stacks working with parts of the physical collection, and IT staff needed to be located where the physical servers and other infrastructure were.
I don't think one can separate the cultural changes resulting from the pandemic from other evolutions that bring on cultural change like the movement to the cloud, and the transition in many organizations like ours from a mentality centered on project management to one focused on product ownership.
Something I've noticed on my team is that we've become more intentional in our communications. I always joke that we don't have enough collaboration tools (there are four at my most recent count), but we're a lot better about sending notes to each other when we have questions or if we need to hash through something, so that we can avoid unnecessary meetings. I'm also noticing that our dashboards and reports are getting more traction as we make them more available and people review them.