Understanding how to align your organization with your customer's expectations is not the job of your CX ecosystem.
All the discussions about the increase in digital transformation are a result of companies reacting to the demands of your customer.
This new purpose is a huge deal as it represents a fundamental shift from “shareholder value” to “stakeholder value.”
Don't leave change to chance. Transformational initiatives are enterprise initiatives and require a significant amount of bandwidth to be successful.
In my career of pattern-spotting and righting corporations, there are key behaviors to look out for when trying to improve your company's success record for growth and change.
I've now spent over thirty years in and out of roles that are about fixing what's broken in global businesses. From Fortune 500s to startups, I've seen it all. As I look back over my notes from these experiences, a number of very important things pop out.