Wake Up to CX Reality AI and Human Judgement
Автор: Lexden Group | Customer Experience Consultants
Загружено: 2026-02-13
Просмотров: 12
Описание:
Christopher Brooks, Michael Brandt, Heidi Stone and Sharon Boyd, MBA, CCXP led a discussion on the importance of communicating change to both customers and colleagues. It was a timely reminder that even well-intentioned CX initiatives can lose momentum when people do not clearly understand what is changing, why it matters, or what it means for them.
The conversation reflected a challenge many CX leaders face daily. Change is constant, but communication is often underestimated. When it is unclear or inconsistent, trust is quickly affected, internally and externally.
A great example of why these short, focused conversations are so valuable.
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