Change Initiatives

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The BIG gap in managing customer experience

The BIG gap in managing customer experience

Managing customer experience has been in vogue for a number of years. This is particularly the case for competitive industries where there is little differentiation in terms of price points and services offered such as banking, retail and utilities. Touting the...

Are you outsourcing too much of your Change Management?

Are you outsourcing too much of your Change Management?

Given the rapid pace of industry changes across numerous industries and sectors, it is not surprising that most companies are dealing with at least several significant change initiatives. For many companies, the approach is to hire a Change practitioner as a...