Customer Experience Transformation: Becoming a Customer-Centric Organisation

A complete guide to leading customer experience transformation — the organisational change that makes a CX strategy real. Learn why transformation is organisational change not improvement, and why most fail; how to create urgency and vision and secure genuine leadership commitment; how to build the guiding coalition and lead people through the human side of change with empathy and ADKAR diagnosis; how to change culture through observable behaviours and the employee experience; how to build the CX capability that makes new behaviour possible, embedding journey mapping, Voice of Customer and service design into how work is done; how to make the operating model real by breaking silos and aligning the whole machinery; how to sequence the journey with early wins, program discipline and sustained momentum; and how to embed, sustain and mature the change so it lasts. Grounded in Kotter, ADKAR/Prosci, Schein and CX maturity thinking, carrying the Renascence grammar signature (Change Case, Behaviour, Resistance and Embedding grammars), with GCC context throughout. Companion to Customer Experience Strategy.