421: Change Management In CX – Why It Fails And How To Fix It
Update: 2025-09-23
Description
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.
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