This Is CX

Episode 16: Managing Change for CX Transformations

Episode Summary

In our sixteenth episode, we are joined by West Monroe’s Organizational Change Management West Coast SME Bill Kirst. We dive into the world of managing large transformational change within organizations, discussing different tools that can be used to help increase the overall success of these change initiatives – including CX transformations. During our conversation, we discuss how empathy is a crucial tool to be used to understand both the customer and the employee during these activities, and how poor communication can lead to break-downs in successfully managing change.

Episode Notes

In our sixteenth episode, we are joined by West Monroe’s Organizational Change Management West Coast SME Bill Kirst. We dive into the world of managing large transformational change within organizations, discussing different tools that can be used to help increase the overall success of these change initiatives – including CX transformations. During our conversation, we discuss how empathy is a crucial tool to be used to understand both the customer and the employee during these activities, and how poor communication can lead to break-downs in successfully managing change.

You can find more content from Bill on his podcast, “Coffee and Change”, which can be found through the West Monroe Partners’ Blog site or found at https://soundcloud.com/bill-kirst.