Published: 22 April 2018
Analyst(s): Customer Experience Research Team
The teachings presented in this analysis are broadly transferrable to the CX leader’s role in managing change. The underlying research was conducted within multiple Leadership Councils over the past 10 years across a variety of functions.
Change — Risky, Unavoidable and Job One
Change Is Risky
Change Is Unavoidable
Change Is Job One
Does the Size of My Change Determine How I Should Plan and Implement It?
Create a Change-Ready Climate
Enable Front Line and Middle Management
Equip Managers to Help Employees Be Successful
Is the Change Objective to Create a New Process or Achieve a Goal?
Where Does This Change Fit Into the Organization’s Change Landscape?
How USAA Communicates Change Initiatives
Identifying Change Impact
The Value of Visibility
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