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For Customer Experience Professionals

Find Your Burning Platform To Catalyze Customer Experience Transformation

Spark CX Urgency And Action With Relevant Messaging

September 5, 2019


Why Read This Brief

Customer experience (CX) professionals put significant effort into developing and selling experience visions and strategies in their organizations. Often, however, their efforts fail to catalyze action. Marshalling colleagues to change the way they think and work to align with a customer-centric vision can prove to be a colossal challenge. The purpose of this report is to examine the utility of a "burning platform" — a narrative of imminent crisis that has the ability to trigger persuasive change in behavior and mindset.

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