CX Tip #34: Create Path for Grassroots Communications

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CX Tip #34: Create Paths for Grassroots Communications
(Purposeful Leadership, Compelling Brand Values, Employee Engagement)

Started in the early 1990s, PRIDE Teams—made up of a network of 700+ employees—are one of USAA’s ongoing listening efforts. Each of the 70+ teams is led by a director or executive director who facilitates grass roots communications across the organization. PRIDE Team members have their day jobs, but spend up to ten percent of their time on two-way communications between the team and their workplace colleagues. They reinforce key messages from senior leadership and connect with their peers, bringing key insights from their colleagues to USAA leaders. Click for more info

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I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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