Gartner Research

How CX Leaders Should Lead Change

Published: 22 April 2018

ID: G00701072

Analyst(s): Customer Experience Research Team

Summary

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.

Table Of Contents

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

Conclusion

About This Research

©2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

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