2min chapter

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294: CX Leader Priorities: Embed Customer Insights Into The Business

The CX Cast

CHAPTER

Leadership Changes Can Be Challengesome

Leadership changes can be challenging for journey centric organizations. A leadership change at a point where you're still at the beginning of your journey centricity maturity is trickiest moment to have a leadership change, according to experts. Over time, as you go through the transformation, that creates accountability across multiple executives and different functions within the organization. That is part and parcel of the transformation.

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