Change management, as I see it, is all about growth and progress. But true transformation often requires tough decisions – who helps move the department or organization forward, and who doesn’t? Who is thriving within the organization, and who needs help to look beyond the walls of the organization? Just as a surgeon sometimes has to intervene to enable healing, these moments are always painful but necessary.
Customer experience and the other side of the equation – employee experience (EX). The two do not exist in isolation, and although it might seem a bit counterintuitive, CX Day should prompt business leaders to consider the value of EX, too.
Customer experience is a complex relationship between your company and your customers. The most successful companies out there are defined by the customer experience that they offer. For an approach to be effective, a company must take care to account for every element of the customer experience.