A global investment company saw culture clashes emerge when a new division was created.
As a digital firm, one chief goal is to provide an excellent user experience. The Client Experience & Digital division [CXD] was created almost like a startup within the larger business – running on an agile model, but housed within the company structure.
Growing quickly from a few hundred to a few thousand, some employees were hired from within [the ‘traditional’ business] and others from the outside [generally from agencies].
Not surprisingly, the two types of employees had very different ideas of company culture, and they started questioning themselves. Do I belong here? What is this new culture, and where is my place in it?
In this study, employees from both camps kept a 2-week diary, while LUR conducted observational research and individual in-depth interviews. Results helped establish division norms, shared language, and ways of working that brought cultural unity.