Change management, Customer Experience, Customer Experience, Customer Journey, Design Thinking, Employee Experience, Listening Programs, Service Design, Where we write

70% of change efforts fail: Steal the 5-point system the successful 30% use

70% of change efforts fail.Are the alarm bells going off? They should be. This ...

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Article - Employee Engagement, Change management, Employee Experience, Engagement & Loyalty, Where we write

Bookmark this for the future: 5 ways AI will improve the employee experience

Forget every horror movie that plots bots against humans.We’ve reined in technology to leverage ...

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Article - Employee Engagement, Change management, Design Thinking, Employee Experience, Service Design

The forgotten art of employee experience during layoffs

Layoffs. They’re ticking up not just in the tech industry but across the country. ...

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Change management, Employee Experience, Engagement & Loyalty, Where we write

The change management manifesto: How to communicate change to employees & customers

Change is constant. In the market, within your team, even in the homes of ...

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Article - Customer Experience, Change management, Customer Journey, Journey Mapping, Service Design, Where we write

Past vs. present: How the customer experience died with technology (& how to bring it back from the dead)

Is it too late to save the modern customer experience? Or have we gone ...

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Change management, Employee Experience, Engagement & Loyalty, Where we write

A year later: 3 timeless employee experience lessons from Better.com’s Zoom layoff

December 6, 2021. A day that will live in infamy for 900 Better.com employees ...

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Article - Employee Engagement, Change management, Employee Experience, Engagement & Loyalty, Where we write

The #1 most important (& rare) leadership trait needed to guide your team through the recession

Most leadership development programs are a waste of time. What executives and managers should ...

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