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Expert Research

How CX Leaders Should Lead Change

Customer experience (CX) leaders are often the change agents in their organizations. Providing effective leadership to the organization during periods of disruptive change is complex and often depends on factors outside of the leader’s control. That said, change leadership is crucial to the CX leader, employees and customer success.

Successful CX leaders focus on:

  • Scope of the change
  • Objective or target of the change
  • Where the change fits into the organization’s broader change landscape

This research prepares you with tactics and best practices to lead local and enterprise-level change and drive successful outcomes.

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