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How change management contributes to CX success

Customer experience programmes are great at forming initiatives. But sustaining effective CX change is hard. For this reason, John Kotter’s book Leading Change should be a standard text in the field of customer experience management. In this series, Jim Tincher explains why change management is so important and provides a clear guide for how to apply change management in an organisation to ensure efforts are sustained, leaning on Kotter's eight step change model. 

Loyalty
24th Sep 2020

Lessons from change management to drive CX success

by
Jim Tincher
Any Answers comment Icon 1
Butterfly change
Engagement
26th Oct 2020

How do you create urgency for CX change?

by
Jim Tincher
action change
Engagement
12th Nov 2020

How to secure executive support for CX change

by
Jim Tincher
Board
Engagement
2nd Dec 2020

Change management: The importance of a CX vision

by
Jim Tincher
CX vision
Loyalty
12th Jan 2021

How to enlist a volunteer army to drive CX change

by
Jim Tincher
Armed forces
Loyalty
8th Feb 2021

Bust these 3 barriers - or fail to drive CX change

by
Jim Tincher
Any Answers comment Icon 1
busting barriers
Loyalty
3rd Mar 2021

Propel CX momentum with quick wins

by
Jim Tincher
Winner
Loyalty
30th Mar 2021

Don't just drive CX success - sustain it

by
Jim Tincher
Momentum
Engagement
20th Apr 2021

Why culture change is the final step not the first

by
Jim Tincher
steps

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