change management

You Can Lead a Horse to Insights...

Is your customer experience transformation work stuck at good intentions? 

One of the biggest showstoppers in customer experience transformations today is execution - actually, it's the lack thereof. You've got a ton of data, insights, and intentions, but action is the key - and it's not happening. Customers can feel it.

No brainer, you say? Not so fast. If it was a no brainer, would I call it one of the biggest showstoppers today? I think not. You know it's a problem!

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Change Vision: Getting Employees on Board with Your Transformation Journey

I originally wrote today's post for CallidusCloud. It appeared on their blog on March 28, 2018.

Change is hard. But it’s even harder when you don’t have a clear sense of the outcome – and how you’ll achieve that outcome.

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Focusing on Doing More of the Good Things

What is appreciative inquiry, and how can it help move your change management efforts forward - in a positive way?

Change management is really key to any customer experience transformation. As you well know, the transformation always focuses on the bad, on what's going wrong - in hopes of improving and making it better; otherwise, I suppose, it wouldn't be called a "transformation."

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12 Principles of Successful #CEM Change Management

Change. It's inevitable.

And it's hard. Many - as high as 70% of - change initiatives fail.

But don't let that stat scare you. And don't let it change your attitude about what lies ahead. Don't let that become a self-fulfilling prophecy! You know you need to make the change. You know that it will take a Herculean effort. You can do this! And I'll help with a few tips.

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Avoiding Change Fatigue

Are your employees suffering from change fatigue?

Not familiar with the term "change fatigue?" I suppose that's probably a good thing!

Maybe it's happening, but you're just not aware of it?

What is change fatigure?

According to Wikipedia:

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What does it take to generate breakthroughs in performance and the customer experience?

Why do almost all change initiatives fail to deliver?  I have been involved in all kinds of organisational change initiatives whose ultimate purpose was to power performance. These change initiatives have come in many flavours: strategy, people, process, and technology.  They have encompassed the front office, or the back office, or both.  These change initiatives included: BPR, Kaizen, shared services, quality, ERP-CRM-Ecommerce technology, customer service excellence, strategy…

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My 9 Top Tips for Implementing Change – #likeminds(1/10)

my Like Minds keynote on intrapreneurship (1/10)

Tomorrow, on the 19th of October 2011, in Exeter in Devon, I will be keynoting once again at the famous Like minds events. My keynote this time will not be about social media per se, but about change management and intrapreneurship. The keynote is entitled “confessions of an intrapreneur”.

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My 10 Ingredients for Change Management

note: this post is the unabridged version of a piece which was written for Bnet.co.uk of which I am a regular contributor

One of the interesting things happening after the Likeminds conference on 25 February in Exeter, was the Likeminds Summit which actually took place on the following day at Bovey Castle in Dartmoor. Obviously, there were a bunch of like-minded people around the table dealing with the issues of how to implement social media properly for businesses.

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