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Journey Mapping Q&A: How To Use Journey Maps As A Change Management Tool

Forrester IT

CX professionals must use customer journey maps as a change management tool to guide employees to deliver customer-centric experiences across products and channels. Read our latest blog to learn more.

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Poor Change Management Kills CRM Success — Here Is How To Get It Right

Forrester IT

Ready to give up on your CRM deployment? Before you do, you should know: CRM is a huge market. It is valued at $63.91 billion today and projected to grow to $145.79 billion by 2029, at a CAGR of 12.5%. Eighty-two percent of enterprises use CRM. Yet when I surveyed hundreds of business and IT […].

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Entering The New Normal: How To Safely Bring Your Workforce Back

Forrester IT

New Pandemic Management Protocols provide guidance on how to bring employees back to work safely and effectively.

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3 Ways to Break from Change Management and Drive Transformation

Social, Agile and Transformation

Before you read the rest of this post, I want you to think through your approach to change management. You're rolling out new technology to a small department and considering how to gain adoption and guide people from old to the new process. When are you starting the dialog with people in the department?

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“Would You Buy A Car Without Knowing How To Drive?” And Other Sales Enablement Head-Scratchers From 2020

Forrester IT

If 2020 has taught us anything, it’s that change is exceptionally hard for many people. The best sales enablement teams excel at change management.

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10 hard truths of change management

CIO Business Intelligence

The days of one-off change management initiatives are over. Rather than tackle organizational change management with an end in mind, IT leaders and their organizations must now exist in an environment of persistent flux. . “In You can change more if you don’t care who gets the credit.

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Generative AI’s change management challenge

CIO Business Intelligence

Change management Helping workers understand what AI can do for them will be tricky, though, as they want to feel that AI is augmenting their work, and not just replacing the enjoyable parts, BCG found. “The This is a massive number,” Bellefonds said. “We We really have to address this upskilling issue.”