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Thought leadership

As John Kotter says: “Innovation is less about generating brand-new ideas and more about knocking down barriers to making those ideas a reality.”…

On our continuing journey exploring John Kotter’s 8 Steps to Accelerate Change and how you can apply them to the CX world, we have reached the fifth step: Enable Action by Removing Barriers. (Catch up on earlier posts in the series here!)

According to our recent work on understanding how companies improve their customers’ journeys, one of the top obstacles to improvement is organisational complexity.

This is reinforced in our experience mapping journeys, where we find “hand-offs” during the journey to be one the biggest challenges. Ensuring customers’ progress continues when they move between departments isn’t easy. During onboarding, it’s not unusual for three to six different parts of the organisation to be involved.

This is where experience design comes in.

Read the full article at: www.mycustomer.com

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