Set up a simple, business-led change governance Instead of a myriad of project-based governance bodies, establish a divisional business body focused on managing change impacts on people and customers.  This may be embedded into an existing monthly divisional...

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...

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...