I originally wrote today’s post for CMSWire. It appeared on their site on September 26, 2022. In my last article, I wrote about the need for customer experience professionals to not only build the ...

The primary reason to run a customer journey mapping project is to drive customer-focused change. That’s what we heard when we asked customer experience practitioners to rate their success with their ...

Most change initiatives fail because leaders focus on strategy while ignoring psychology. Here is how to address both. After coaching dozens of leadership teams through strategic pivots, operational ...

An organization’s desire to be more "proactive" than "reactive" when responding to rapid change can be fulfilled if a "people-focused" change management methodology is adopted and supported by ...