![]() ![]() The good news is that change management is an established field of work and there are many models that CX professionals can call on.ĭiane shared a few of these change management models with listeners: ![]() Within this context, CX professional must become adept at change management, but this is a new discipline for many. CX professionals need to be thinking about the intention and planning of CX initiatives, as well as the bigger picture of sustaining change to core structures within the operating model. Diane speaks about this as a “level 3” change, which is more akin to transformation than a simple process change (aka “level 1”). For established businesses, the scale of change is massive. Organizations are ill equipped and unprepared to make the changes needed for customer-centric transformation to be successful.
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