change

CX Journey™ Musings: Nothing Changes if Nothing Changes

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Change Management and the 20/60/20 Rule

I’ve written about change and change management several times over the years, especially last year. After all, customer experience management really is (all about) change management. Change is hard. Well, it can be. But it’s especially hard when not everyone sees or agrees with your change vision.

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CX Journey™ Musings: The More Things Change, the More the Excuses Don’t

Change is hard. We know that. But it’s even harder when we hear nothing but excuses for why something can’t be done or why it shouldn’t change.

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On Becoming Customer-Centric: Using the Head, Heart, and Hands Model

I’ve written about change and change management many times over the years. Last year was also and especially a big year to talk and write about change and the challenges and disciplines required to execute change.

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CX Journey™ Musings: Are Pre-Mortems and Post-Mortems Part of Your Work Plan?

Over the years, I’ve written a lot of posts about change and change management. In a post I wrote earlier this year about change and some of the learnings and takeaways from the pandemic and the business crisis that created, I noted that that we had/have a lot to learn.

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Customer Experience: Communication in Times of Uncertainty (And Beyond)

I originally wrote today’s post for CCW Digital. It appeared on their site on March 18, 2020. I’ve updated it to reflect some things we’ve seen and learned since then.

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CX Journey™ Musings: Great Change Is Preceded by Chaos

All great changes are preceded by chaos. -Deepak Chopra
 
Yes, we are living in challenging and uncertain times. Some might call this chaos, but I wouldn’t go that far at all. We will get through this. And when we do, we have a lot to take away from this crisis. This post is my take on one of those learnings. I’ll have more over the next few weeks.
 
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Resurrecting the Dead Horse Theory

I challenge you think about things differently in 2019.

What got us here won't get us there, right?

I recently came across The Tribal Wisdom of the Dakota Indians, a 1999 article in the Guardian, that I felt needed to be resurrected. I had never seen this before.

You can read the article by clicking the link above, but here it is in its entirety. I guarantee that you'll nod your head and chuckle embarrassingly as you read it!

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How Many Current Fortune 500s Are Really Ready for the Future? How Many Industries Can Survive?

It would be a devastating mistake of executives to believe that their organizations are well prepared for what’s coming; that the shift of their current management thinking is just another phase of a cycle of looking outward and inward, or a natural evolution of industries. 

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3 Paradigm Shifts That Will Drive How We Compete in The 21st Century

J.P. Morgan believed in trusts. It seemed to him that excessive competition diminished profits and undermined capital formation, which he saw as essential to building a modern economy. Although that may seem like a strange point of view today, it was one widely held by 19th century industrialists.

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