E-BOOK
Change Management with the Customer in Focus
Most organizations manage change by looking inward. They optimize processes, implement technology, redesign internal workflows. But there's a question few ask themselves: does all of this positively impact the person receiving the service at the end?
Improving the customer experience begins before the customer shows up. It starts by changing the way employees work and relate to each other.
That's what the new e-book by Irene Marqués, Partner at Olivia Mexico, is about: Change Management with the Customer in Focus.
A practical guide to redesigning processes, eliminating silos, and putting the user at the center of every transformation.
Because the right question isn't how much it costs to transform. It's how much it costs NOT to.
