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Transformation isn’t easy. We all know that most transformation initiatives, of any kind, fail. The reasons are well known. Too many priorities. Too little focus. New shiny objects appear on the horizon which beg our desire to chase them.

If transformation in general is difficult, then it must be known that Customer Experience transformation is really, really difficult. Why can it fail? Too many priorities. Too little focus. New shiny objects appear on the horizon which beg our desire to chase them.

It will help to stay positive. It is always way too easy to become discouraged. There are many speed bumps in the way and it easy for the wheels to come off if we don’t slow down sometimes. I must remember why I started the journey in the first place.

It is imperative that we celebrate success along the way. Little benchmarks offers the opportunity to celebrate frequently. Celebrations engages the team members and energizes leadership.

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