“Shaping Culture: Why Active Listening Beats Annual Surveys” with DJ Casto, CHRO, Synchrony

2026-01-20

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How does active listening build a culture of trust?Why is the employee experience as important as the customer experience?My guest on this episode is DJ Casto, CHRO, SynchronyDuring our conversation, DJ and I discuss the following:How adopting an agile mindset and methodologies transformed Synchrony's approach to HRHow Synchrony bucked the “return to office” trend by listening to employee feedback and maintaining a flexible, performance-based work model.Why they cre...

How does active listening build a culture of trust?

Why is the employee experience as important as the customer experience?

My guest on this episode is DJ Casto, CHRO, Synchrony

During our conversation, DJ and I discuss the following:

How adopting an agile mindset and methodologies transformed Synchrony's approach to HR
How Synchrony bucked the “return to office” trend by listening to employee feedback and maintaining a flexible, performance-based work model.
Why they created a frontline experience team to invest in and improve the employee journey and customer experience.
How Synchrony uses active listening to co-create the employee experience and shape the culture.

Connecting with DJ:

Connect with DJ Casto on LinkedIn

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