Cx-journey.com Website Review

Putting the customer into customer experience through customer understanding, the cornerstone of customer-centricity.. CHANGE VISION: GETTING EMPLOYEES ON BOARD WITH YOUR TRANSFORMATION JOURNEY. Change is hard. But it’s even harder when you don’t have a clear sense of the outcome – and how you’ll achieve that outcome. Your culture transformation, your employee experience transformation, and your customer experience transformation are not cake walks. I call the whole thing a journey for a reason. It's never-ending. And it's a lot of work - a lot of really hard work. You can't change the culture and the way you do business overnight. It's just not going to happen! And it's definitely not going to happen if your employees aren't on board! As a matter of fact, if they're suffering from change fatigue You need to start with a vision for your change. A CHANGE VISION is a statement or image of some desired future state, i.e., what the company will look like after you change, along with details about why this future state is desirable. It will give employees a sense of the magnitude of the change and the overall impact on the organization. John Kotter, the master guru of change management, states that a change vision serves three purposes: Just like your company vision or your CX vision, your change vision is inspirational, but it is realistic and drives strategy, as well as The latter point is a great one. Communicating your vision is an important piece of change management. If no one knows what it is or why it's taking place, then people start to ignore it; they certainly don't want to be a part of it. Of course, the key is to communicate the right information. Early. And often. Keep communicating. Kotter outlines seven key elements to effectively communicate your change vision. They include: unaddressed, they will derail the whole effort and kill the  credibility of the entire change effort. I would add that you should message with empathy and caring. Don't dictate. Don't ram it down their th*oats. Communicate in a way that