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
About This Research
©2020 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.