This is CX, Episode 16: Managing change for CX transformations

In our sixteenth episode, we are joined by West Monroe’s Organizational Change Management West Coast SME Bill Kirst. We dive into the world of managing large transformational change within organizations, discussing different tools that can be used to help increase the overall success of these change initiatives – including CX transformations. During our conversation, we discuss how empathy is a crucial tool to be used to understand both the customer and the employee during these activities, and how poor communication can lead to breakdowns in successfully managing change.

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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.