Show Notes:

Martin and Angelina explore the role of change management in CX transformation. Drawing from Angelina’s latest research and Martin’s past experiences, they unpack why CX programs stall and how organizations can better embed change into their operations. The conversation covers emotional engagement, leadership, AI, and practical strategies for driving lasting change. We discuss:

  • Why do so many CX programs stall after journey mapping and data collection?
  • What does successful change management look like, and how does it align with CX goals?
  • What role does generative AI play in scaling personalized change efforts?
  • How can organizations assess their change readiness and culture energy?