Best Practice Report

Twelve Design Strategies To Overcome Resistance And Embrace Change

How To Use Design Practices To Accelerate Change Management For Employees And Customers

August 6th, 2021
With contributors:
Martin Gill , Melissa Chaudet , Zaklina Ber

Summary

Companies identify design as key to driving better customer experience (CX). But while they might receive a mandate to help their organizations transform by using design, design leaders often struggle with strong internal resistance that prevents them from delivering their best value. This report casts light on what drives resistance to change and highlights 12 design strategies that can help win over employees and customers.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.