Why Newly Appointed Leaders Fail and How to Avoid It

Whether a company promotes a successful candidate from within – appointing someone to a new or lateral role – or selects a candidate from outside the organization, the company has confidence that a new leader’s skills and experience can meet the challenges of the job.  However, consider this startling statistic regarding new leaders: estimates of…

Transform Your Culture Using Customer Experience Change Agents

Previously, we had explained the value of incorporating a change agents network as part of your overall change management program. So you can imagine how thrilled I was when Paul Hagen from Forrester contacted me to request an interview for his recent research report titled “How Customer Experience Change Agents Transform Culture.”  I provided Paul with firsthand insights from two customer…