For Customer Experience, “Just OK” Is Not OK

“We also know that getting started is often the key barrier. There is nothing like a complex effort that involves many stakeholders–with different agendas–to stifle progress. With that in mind, an alternative to the formal-change management approach is to start small and focus on a series of questions that can be addressed one by one. A new year provides a prime opportunity to take that first step, pick one or more questions from the list below in no particular order, bring the team together, find some caffeine, and get started now. There’s no excuse to wait–OK is just not OK anymore.”


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