https://www.clivevanderwagen.com/insights/ Leadership, team dynamics, culture and customer experience. en-za https://www.clivevanderwagen.com/insights/cx-training-aimed-at-the-wrong-level.html https://www.clivevanderwagen.com/insights/cx-training-aimed-at-the-wrong-level.html Thu, 01 Oct 2026 08:00:00 +0000 Scripts and service standards change what people say for a few weeks. If you want the change to hold, you have to work on what people believe about the customer, and about themselves. https://www.clivevanderwagen.com/insights/culture-is-not-a-poster-problem.html https://www.clivevanderwagen.com/insights/culture-is-not-a-poster-problem.html Tue, 15 Sep 2026 08:00:00 +0000 Values workshops and engagement surveys describe a culture. They don't change one. What changes it is whether people's basic psychological needs are met, every day, by the people leading them. https://www.clivevanderwagen.com/insights/the-enneagram-is-not-a-team-day-party-trick.html https://www.clivevanderwagen.com/insights/the-enneagram-is-not-a-team-day-party-trick.html Fri, 28 Aug 2026 08:00:00 +0000 Used properly, the Enneagram isn't about labelling people. It's about understanding motivation, which is the thing most team interventions never get to.