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Getting Smart About Change Management

BCG

One industry that has been a huge beneficiary of all this turbulence is the change management industry. Companies in all sectors eagerly seek its services, on the premise that a tailor-made change program will improve the trajectory of their business. Unfortunately, change programs have a remarkably modest record of success.

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Steps to Redesign Your Customer Experience

LSA Global

Understand the Current Customer Experience Just like any transformational change effort, successful customer experience redesigns start by doing a current state analysis to determine how employees and customers fully experience buying from and being served by you.

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