“Innovation is less about generating brand-new ideas and more about knocking down barriers to making those ideas a reality.”
This quote from John Kotter nails it down. The article brings 2 things up which I think are very important to realize. Technology improvements and development takes place in high speed… while reorganisation is falling far behind. CX is driving change and is transforming our business (acting with customers in B2B & B2C) by 180 degree. For this, reorganisation is a must have.
Bust these three barriers – or fail to drive CX change
On our continuing journey exploring John Kotter’s 8 Steps to Accelerate Change and how you can apply them to the CX world, we have reached the fifth step: Enable Action by Removing Barriers.
