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…

Are You a Leader in a Fog?

Many of life’s failures are people who did not realize how close they were to success before they gave up. – Thomas A. Edison I was fascinated by a story I read not long ago about Florence Chadwick. In 1952 she attempted to swim the chilly ocean waters between Catalina Island and the California shore.…