Barriers to Positive and Lasting CX Change

Barriers to Positive and Lasting CX Change
The Impact of Cultural and Individual Resistance on an Organization's Ability to become Truly Customer-centric.  

A Downloadable ThoughtBurst Thought Leadership White Paper                                                            

Instituting and delivering a company-wide Customer Experience (CX) program involves significant change. This is true whether the company is already using an understanding of their customers to drive business and product decisions or not.

This white paper examines the nature of the customer experience and what constitutes CX change, together with the difficulties associated in ensuring the success of a CX transformation.  It focuses in detail on resistance to CX change and how to successfully overcome it.  It introduces the “change amplification effect”, the "CX change resistance continuum" and examines the impact of empowerment, employee activism and social media on resistance to change.

Download this free ThoughtBurst Thought Leadership White Paper by filling in the form below and clicking "download"