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Tag: strategy
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Activating change champions: A blueprint for engagement
We’ve all experienced it: a significant change is rolled out, and it feels like it came out of nowhere. What’s the first thing we do? We turn to someone we trust, a peer who can help us make sense of it all. Now imagine if that peer had been involved from the start. They could…
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Journey-centric design: transforming customer experience at the core
Many large enterprises approach digital transformation by focusing on individual digital tools, applications, and platforms. While this product-centric approach improves specific touchpoints, it often creates siloed teams and fragmented customer experiences. A more effective alternative is journey-centric design, a framework that ensures digital investments align with the entire customer experience, not just isolated interactions. What…