How Safety Values Illuminate the Path to CX Excellence

CX Insights and Interviews
The Daniel Group

What does “culture” really mean in an organization—and why is it the hardest part to change? In this conversation, Lynn Daniel sits down with Dr. John Kello, Professor of Psychology Emeritus at Davidson College and organizational consultant, to explore the deep connections between safety culture and customer experience (CX) culture.

Drawing from decades of research and consulting, Dr. Kello explains: Why culture is the “personality” of an organization. How core values act as non-negotiable guardrails for decision-making. The difference between “envisioned culture” and “enacted culture”. Why safety and CX both succeed—or fail—based on cultural alignment. Whether you lead a safety program, manage customer experience, or want to understand how values translate into everyday behavior, this discussion delivers practical insights you can apply today.

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