The CX Cast 421: Change Management In CX – Why It Fails And How To Fix It
Sep 23, 2025
Discover why change management is crucial for successful customer experience (CX) transformation. The hosts dive into emotional engagement, leadership dynamics, and how AI can enhance change initiatives. They discuss the importance of customizing communications and involving employees in the change process to drive buy-in. Balancing technical and emotional aspects of change is essential for lasting impact. Join the conversation on addressing the pitfalls of metrics and fostering resilience in organizational transformations.
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Make Adoption Your Primary KPI
- Stop stopping at measurement and documentation; focus on getting people to listen and act on insights.
- Embed CX into daily operations by prioritizing influence and adoption over perfect artifacts.
Change Management Equals CX Continuously Evolving
- Forrester defines successful change management as continuously sensing and responding to changing requirements to generate scale across strategy, operations, and leadership.
- That definition maps directly to CX teams' remit of continuously understanding customers and adjusting strategy, operations, and culture.
Spider Diagram For Change Capacity
- Martin described using a change adoption spider diagram to map project load across technology, process, data, and people.
- That portfolio view let teams balance work to avoid overwhelming organization capacity for change.