The author reflects on previous experiences in enterprise architecture, emphasizing the futility of creating complex strategy documents that are ultimately ignored. In the realm of customer experience (CX), similar ineffective practices are noted, where efforts may focus more on documentation rather than tangible results that improve user engagement.
This critique encourages CX leaders to evaluate whether their change management strategies lead to meaningful outcomes or merely contribute to bureaucratic processes. The need for practical, outcome-oriented change management is highlighted, urging organizations to reflect on their strategies and ensure they align with business objectives to enhance customer satisfaction.
👉 Pročitaj original: Forrester
