Francisco de Goya didn’t just paint. He exposed. In his Caprichos, he revealed a society quick to blame what it didn’t understand—witches, monsters, shadows. Symbols of fear projected onto “the other.” Those who didn’t conform became the problem. The enemy. The danger.
Centuries later, the canvas has changed, but the instincts remain. In global workplaces, cultural difference is often celebrated on the surface—diversity days, translation tools, glossy mission statements. But underneath, we still struggle. We still flinch at what feels unfamiliar. And sometimes, without meaning to, we turn colleagues into witches. Into strangers.
KDDI Europe – Listening to the silence
When I was assigned the KDDI Europe account—a multi-million euro Japan based client—it didn’t feel like a promotion. It felt heavy. There was a silent respect around the account, but also a kind of apprehension. Everyone knew it wasn’t going to be easy.
What threw me off wasn’t the volume of work. It was the pace. The silences. The expectations that weren’t spelled out. They didn’t want speed—they wanted clarity. They expected me to lead the rhythm, to define expectations that were not only realistic, but honest. They didn’t want promises. They wanted presence.
For months, I worked to understand those rhythms. I listened more than I spoke. I learned to say, “I don’t know that yet—but I’ll find out.” I built a working relationship with Hiro-san that wasn’t based on bravado, but on trust. No shortcuts. Just consistency and calm clarity.
And then, one day, in their London data center, it happened. A quiet, deep ojigi. A Japanese bow. No words. But in that gesture, everything landed: respect, trust, and a kind of emotional handshake. It was the moment I understood that cultural success isn’t earned through words, but through alignment.
I’ve also had the chance to work closely with brilliant engineers from India in Colt Technology Services . And one thing I learned—through observation, not instruction—is how often they go beyond what’s asked. Additional validations. Extra refinements. Anticipated needs. It wasn’t just initiative; it was a silent statement of commitment.
I quickly adapted the way I made requests: being precise, respectful, and mindful of their dedication. This helped us stay focused, meet SLAs, and avoid endless back-and-forth.
Sometimes, understanding isn’t about translation. It’s about tuning into codes that aren’t written down.
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It’s not just about product. It’s about presence.
In Customer Success, we love to say the product speaks for itself. That metrics are everything. But even the best product is empty without emotional investment. The kind that says: “I see you. I’m here. I’m listening.”
As someone from Panama who shared years of life with someone from Finland, I’ve learned that cultural differences don’t vanish. You don’t erase them—you learn to navigate them. With humility. With curiosity. With respect.
Because in the end, everyone is a country. But at work—and in life—it’s not about how many borders we cross. It’s about the bridges we build together.
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