Because They’re Written For Customers, Not Employees GUEST POST from Shep Hyken I was recently asked by an executive, what’s the biggest mistake leaders make when rolling out a customer experience (CX) strategy? My answer was simple. Most leaders think about the customer first. For years, I have preached, “Customer service is not a department. […]
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Human-Centered Change and Innovation | Innovation speaker, author, trainer, and organizational change specialist title: Human-Centered Change and Innovation | Innovation speaker, author, trainer, and organizational change specialist