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Big-bang-or-incremental-change
Transformation or incremental change? Both have pros and cons, here are tips to choosing the right approach for you.
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Business Readiness Tools
11 tried and tested ways of improving your project's chances of success. Be transparent, respectful, flexible and persuasive.
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Cultural Change
Automation and cultural transformation seem miles apart, but won't work without the other. Great Customer Service needs more than IT.
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Business Readiness Requires Engagement
Business Readiness ensures successful change by engaging people to understand their perspective and minimise disruption and distress.
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Automate-customer-service
How to automate Customer Service successfully - five good practices to make your automation work for your customers and your business
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Automating-Customer-Service
Automating Customer Service has many facets, here Lee Thomas considers IT. Later posts talk about project and change management, and culture.
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70-fail Of Change Initiatives Fail
Don’t assume negative emotions come from resistance to change. You might double down on ineffective communications. And the result is confrontation or worse. Considering how people react to change and the help they need to contribute is much more fruitful.
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Life-hacks-CX-tips
Simple fixes can resolve issues and prevent repeats. Continuous improvement delivers a better experience than lurching from one major upgrade to the next.
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Simple-fixes
In a busy business, customers may fall to the bottom of the pile. With simple fixes, you can keep customers at the top of everyone's mind.
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Goals And Objectives
Using the terms goals, deliverables, objectives, targets and KPIs interchangeably, misses out on the value each word brings.
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