CX isn't just for marketers. This tag explores what change practitioners can learn—and steal—from the world of customer experience, from journey maps to empathy at scale
Journey Mapping gave us empathy and structure, but it’s too static for today’s dynamic world. Journey Intelligence uses real-time data and AI to spot friction, guide adaptive nudges, and help change leaders design trust-driven experiences that evolve in real time.
AI assistants aren’t just speeding up tasks, they’re reshaping how we work, decide, and deliver. This article explores why the real competition isn’t about features, but about who controls the interface of modern work, and what change leaders need to do about it.
Nudging isn’t about manipulation—it’s about making the right behavior the easiest behavior. In a world where attention is scarce and resistance is high, smart change managers are borrowing from behavioral science to guide action, not demand it. Here’s how subtle design choices can drive big impact.
Change management has a lot to learn from customer experience. From journey maps to service recovery, CX has mastered empathy at scale. It’s time we stole their best moves.