ABSTRACT
If you’ve ever worked with a company that has more than 100,000 employees, you know what a nightmare it is to get work accomplished when you may never be in the same time zone with some of your colleagues, let alone the same room. Such large companies have legacy cultures, bureaucracy, and many roadblocks to getting things done, particularly for the customer. When you want to create change, those who created the legacies you are challenging may be very uncomfortable. Most people would rather keep the status quo. When it comes to change management, there’s no greater challenge than communication. Complicating that challenge is the reality that many pieces of the customer experience and the customer journey are often owned by different people-people who will never meet, and who don’t even work in the same country.
