Tag: Strategy
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Coping with Resistance and Uncertainty During Organizational Change
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Let’s be real—organizational change isn’t just a business strategy, it’s a personal experience for everyone involved. It can stir up stress, excitement, confusion, and sometimes hope. Whether change means a new software rollout or a total restructure, most employees find themselves wondering, “How will this affect me and the team?”…
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How to align organizational culture and strategy during organizational change
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Organizational culture and strategy are two critical components of any successful organization. However, during times of change, these two components can become misaligned, leading to confusion, resistance, and ultimately, failure. Therefore, it is essential to align organizational culture and strategy during organizational change to ensure success. In this blog, we…
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Why AI Needs More Ethics, Not Less: My Thoughts
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A few weeks ago, I was at the Customer Contact Week conference in Las Vegas—a buzzing hub of innovation, strategy, and, as it turns out, controversy. As I wandered the expo floor, a bold banner caught my eye. It read, in unmistakable letters: “AI doesn’t need human ethics.” At first,…
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Unlocking the full potential of Amazon Connect
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It has been a pleasure to connect (pun intended), talk and eventually collaborate with Eliza Taylor to co-author this blog. We are both passionate about this topic pf org change management for large transformational projects, specially those that involve customer service. This topic is an area that I have also…
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Building a Customer-Centric Culture in Your Contact Center: Strategies for Driving Satisfaction, Loyalty, and Revenue
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In today’s business landscape, customer satisfaction has become a top priority for companies across all industries. Customers have more options than ever before, and their expectations are constantly evolving. In response, companies are increasingly adopting customer-centric approaches to drive customer satisfaction, retention, and loyalty. The contact center is often the…