Awkward Silences cover image

#61 - The Role of Research in CX Transformation with Kim Salazar of Nielsen Norman Group

Awkward Silences

NOTE

Achievable Transformation in Small Scopes

In order to initiate transformation in an organization towards customer-centricity, it is crucial to start with achievable scopes like product groups or specific departments. By applying transformation guidelines and best practices within these smaller scopes, addressing the fragmentation caused by working in silos becomes feasible, paving the way for larger organizational change.

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