Latest / Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders
259: Why Customer Experience Transformations Fail in the Middle
How middle managers make or break customer experience transformation
Why Customer Experience Transformations Fail in the Middle
Most customer experience initiatives do not fail because the strategy was wrong. They fail because the strategy is announced by senior leadership, introduced to frontline employees, and then loses momentum in the middle.
In this episode of The Customer Service Revolution Podcast, Denise Thompson and John DiJulius discuss why middle managers are one of the most overlooked parts of any customer experience transformation.
Senior leaders may set the vision, but frontline…
The skinny
The skinny isn't ready yet — notes appear once the transcript is processed.