Martin and Angelina explore the role of change management in CX transformation. Drawing from Angelina’s latest research and Martin’s past experiences, they unpack why CX programs stall and how organizations can better embed change into their operations. The conversation covers emotional engagement, leadership, AI, and practical strategies for driving lasting change.

421: Change Management In CX – Why It Fails And How To Fix It

Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.

Share 421: Change Management In CX – Why It Fails And How To Fix It

Sign up to save your podcasts

421: Change Management In CX – Why It Fails And How To Fix It

421: Change Management In CX – Why It Fails And How To Fix It

More shows like The CX Cast

Freakonomics Radio

Hidden Brain

WSJ Tech News Briefing

HBR IdeaCast

Founders

What It Means: A Forrester Podcast

Masters of Scale

Worklife with Adam Grant

Inside the Strategy Room

NN/G UX Podcast

Coaching Real Leaders

Doing Customer eXperience Right‬ In The AI Era | Stacy Sherman

HBR On Strategy

HBR On Leadership

The Economics of Everyday Things