When Personalization Hurts Your Business
When Personalization Hurts Your Business Read More »
In a previous article, “CX – It Takes a Village,” we addressed five common obstacles to CX success: lack of ownership, support, and resources; organizational siloes; CX not seen as transformational; a one size fits all approach; and lack of connection to business outcomes. Another common pitfall of CX programs occurs when companies devote most of
Inspire Employees to Embrace Change Read More »
A few years back, we launched a nationwide study of over 30,000 adults, employed full- or part-time, to better understand employee engagement. We gave participants a list of statements to explore what factors played the most significant role in their engagement at work. The study’s results added depth to our previous work that showed engaged
Cultivating Change Resilience with Active Engagement Read More »
There are various reasons change programs fail. A few years ago, we asked 422 executives from companies of all sizes and industries about their change initiatives. The participants were asked to list the reasons they believed their initiatives failed. Surprisingly, 62% cited poor communication, 54% claimed insufficient leadership sponsorship, and 50% blamed organizational politics or
Cultivating Change Resilience with a Core Cause Read More »
If the past two years taught us anything, it’s reaffirmed what we already knew to be true — change is a constant, and resiliency is the path forward. The last few years have been particularly challenging for customer experience (CX) leaders. There is growing financial pressure on CX teams to provide ROI of initiatives and
Cultivating Change Resilience Starts with You Read More »