Image courtesy of Pixabay What is appreciative inquiry, and how can it help move your change management efforts forward – in a positive way? Change management is really key to any customer experience transformation. As you well know, the transformation always focuses on the bad, on what’s going wrong – in hopes of improving and […]| CX Journey™
Image courtesy of Pixabay I originally wrote today’s post for Intradiem. It appeared on their blog on July 17, 2014. What is your company’s approach to change management? In a previous post, I wrote about the customer experience inflection point. I stated: There comes a time in every company’s history, present time, or future when […]| CX Journey™
Image courtesy of Pixabay Change. It’s inevitable. And it’s hard. Many – as high as 70% of – change initiatives fail. But don’t let that stat scare you. And don’t let it change your attitude about what lies ahead. Don’t let that become a self-fulfilling prophecy! You know you need to make the change. You […]| CX Journey™
Image courtesy of Pixabay Are you challenged in your efforts to implement organization-wide changes to improve your culture, the employee experience, and the customer experience? Have you considered how a Trojan Mouse might help you gain traction in these efforts? Trojan Mouse. What is it? And how does it differ from a Trojan Horse? Well, […]| CX Journey™
Image courtesy of Pixabay When it comes to a customer experience transformation, is there a burning platform in your business? Or is everyone happy with the way things are? No need to change how you do business? How leaders conduct themselves? How your people are treated? I’ve been writing a bit about complacency in business […]| CX Journey™
