Best Practice Report

How To Ensure That CX Transformation Setbacks Aren't Fatal

Smart CX Pros Anticipate Threats, Adapt To Changing Circumstances, And Recover Quickly From Setbacks

December 7th, 2015
Judy Weader, Principal Analyst
Judy Weader Principal Analyst
Samuel Stern, null
Samuel Stern
With contributors:
Michael Gazala , Dylan Czarnecki , William Willsea , Kara Hartig

Summary

Samuel Beckett said it best in Worstward Ho. “Ever tried. Ever failed. No matter. Try again. Fail again. Fail better.” All customer experience (CX) professionals will face setbacks in their CX transformation efforts. Ultimately, though, their firms will not judge them for having setbacks. Their firms will instead examine how CX pros handle the adversity. To mitigate the impact from unanticipated or unavoidable setbacks, CX pros must be flexible. This report describes how CX pros can avoid, mitigate, and recover from CX transformation setbacks.

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