The promise of customer experience design leaves people full of hope. It surfaces all these great ideas about taking a business to the next level, learning about ways of attracting more customers, strengthening the brand, and invigorating the customer experience.
In fact, practitioners quickly start to amass pages of notes about strategies they need to try and practices you should put into place. It’s all great stuff that can make a world of difference.
So, why is it that so many of the good ideas never see the light of day? How come when you walk through the front doors at work, those great ideas get lost, ground up, or simply ignored? What does it take to win attention and alignment around the ideas that can define your company’s future, make an impact on people’s live, and make shareholders smile? Why do over 70% of projects that involve change fail?
There are two questions to answer:
- What are the causes?
- What can be done about it?
Many other writers and thinkers have answered #1 quite well. You can check out articles by: