Change management is a critical skill when leading company growth and responding to digital disruption. As the processes, policies, technology, and culture needed to drive improved experiences shift, customer experience (CX) must shift, too.
Utilizing and combining these elements effectively is what makes customers want to spend more with you, stay longer, and actively refer others.
But of course, driving this transformation is easier said than done.
Effecting change is challenging enough in our personal lives, when we have only our own actions and goals to contend with. To guide an entire organization through a customer-centric transformation…well, like they say, a picture is worth a thousand words, and this is the picture that scenario brings to mind: (more…)