Gartner Research

How CX Leaders Should Lead Change

Published: 22 April 2018

ID: G00701072

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.

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


About This Research

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