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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