Ambiguity is the enemy of action.
Countless customer experience transformations have been killed by ambiguity. CX teams must devote time and attention to galvanizing all employees to contribute to a CX Transformation.
But how do you do that? Activation
That’s the term my guest in this week’s Edition of the CX Patterns Podcast, Megan Burns, gives to the process of clarifying, specifying, and motivating that must happen for all employees to get on board with a CX transformation.
"You cannot reason a person out of a position he did not reason himself into in the first place" - not a Mark Twain quote, no matter what I said in the episode...
Resources:
Check out the CX Patterns Newsletter for a complete transcript of every full podcast episode (Loose Threads / Mini Threads transcripts are included in the show notes)
Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
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