Latest / From Stalled to Scaling
I Made This Sound Easier Than it Is
Change management got one chapter in the book, but it's closer to the whole job of customer experience work. The levers that matter belong to people who don't report to you and aren't measured on your number. On From Stalled to Scaling, Jim Tincher explains why agreement is cheap and isn't the objective. A report reaches everybody and costs an afternoon. One decision, in one area, with one person costs a month and actually moves. Most programs pick the afternoon because it feels like progress.
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