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xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0 rtl:-scale-y-100"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button></div></div></div></div><div class="grid auto-rows-auto auto-cols-full h-full"><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-100 z-10"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 47 34" class="h-5 flex-none me-3"><g clip-path="url(#service_svg__a)"><path d="M23.512 6.123C15.999-3.201-1.1.196.064 15.229c.593 7.724 6.582 14.282 12.359 18.865l2.116-4.78c.799-1.57 2.058-2.895 3.63-3.823a10.361 10.361 0 0 1 5.258-1.42c1.86 0 3.684.492 5.257 1.42 1.573.928 2.832 2.253 3.63 3.823l2.117 4.78c5.777-4.583 11.766-11.141 12.358-18.865C48.123.177 31.045-3.2 23.512 6.123Zm0 16.099a5.83 5.83 0 0 1-3.08-.872 5.27 5.27 0 0 1-2.043-2.323 4.856 4.856 0 0 1-.315-2.99 5.08 5.08 0 0 1 1.517-2.65 5.677 5.677 0 0 1 2.839-1.417 5.912 5.912 0 0 1 3.203.295 5.48 5.48 0 0 1 2.488 1.906c.61.851.935 1.852.935 2.876 0 1.372-.584 2.688-1.624 3.66-1.04.97-2.45 1.515-3.92 1.515Z"></path></g><defs><clipPath id="service_svg__a"><path fill="#fff" d="M0 0h47v33.167H0z"></path></clipPath></defs></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Sprinklr Service</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/customer-service/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/customer-service/inbound-voice/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Inbound Voice</span></div></a><a href="/products/customer-service/outbound-voice/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 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tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Knowledge Base Software</span></div></a><a href="/products/customer-service/agent-console/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Unified Agent Desktop</span></div></a><a href="/products/customer-service/agent-assist/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Agent Assist</span></div></a><a href="/products/customer-service/omnichannel-routing/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Omnichannel Routing</span></div></a><a href="/products/customer-service/quality-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">AI-Powered Quality Management</span></div></a><a href="/products/customer-service/supervisor-console/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Supervisor Console</span></div></a><a href="/products/customer-service/conversational-analytics/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational Analytics</span></div></a><a href="/products/customer-service/workforce-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Workforce Management</span></div></a><a href="/products/customer-service/analytics-and-reporting/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Reporting and Analytics</span></div></a><a href="/products/customer-service/omnichannel-survey/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Omnichannel Surveys</span></div></a><a href="/products/customer-service/guided-workflow/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Guided Workflows</span></div></a><a href="/products/customer-service/service-command-center/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Service Command Center</span></div></a></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 50 45" class="h-5 flex-none me-3"><g clip-path="url(#social_svg__a)"><path d="M18.83 2.901C8.436 2.901 0 11.354 0 21.788c0 10.435 8.435 18.869 18.83 18.869 10.397 0 18.832-8.452 18.832-18.869S29.227 2.901 18.83 2.901Zm0 7.263c2.609 0 4.713 2.127 4.713 4.722 0 2.595-2.122 4.721-4.712 4.721s-4.712-2.126-4.712-4.721 2.122-4.722 4.712-4.722Zm0 23.23a12.747 12.747 0 0 1-9.082-3.785l1.511-3.514c1.349-2.83 4.227-4.794 7.554-4.794a8.361 8.361 0 0 1 7.554 4.794l1.51 3.514c-2.32 2.325-5.52 3.785-9.064 3.785h.018ZM42.556 45c2.98 0 5.396-2.42 5.396-5.406a5.401 5.401 0 0 0-5.396-5.407 5.401 5.401 0 0 0-5.396 5.407 5.401 5.401 0 0 0 5.396 5.407Z"></path><path d="m41.036 38.498.021-.029c.42-.568.3-1.37-.268-1.79l-7.998-5.923a1.275 1.275 0 0 0-1.786.268l-.021.03c-.42.568-.3 1.369.268 1.789l7.998 5.924c.567.42 1.367.3 1.786-.269ZM44.607 10.813c2.98 0 5.395-2.42 5.395-5.407A5.401 5.401 0 0 0 44.607 0a5.401 5.401 0 0 0-5.396 5.406 5.401 5.401 0 0 0 5.396 5.407Z"></path><path d="m43.061 6.449-.02-.03a1.275 1.275 0 0 0-1.768-.367l-8.311 5.475a1.281 1.281 0 0 0-.366 1.772l.02.03c.387.59 1.18.755 1.768.366l8.312-5.474c.589-.388.753-1.182.365-1.772Z"></path></g><defs><clipPath id="social_svg__a"><path fill="#fff" d="M0 0h50v45H0z"></path></clipPath></defs></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Sprinklr Social</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/social-media-management/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/social-media-management/social-media-publishing-platform/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Publishing and Engagement</span></div></a><a href="/products/social-media-management/employee-advocacy-platform/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Employee Advocacy</span></div></a><a href="/products/social-media-management/distributed-marketing-platform/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Social Marketing for Distributed Teams</span></div></a></div><div class="h-full border-t border-gainsboroGray pt-6 mt-6"><p class="text-mediumGrey text-desktop-large/overline-4-bold uppercase mb-[18px]">Works Best With</p><div class="grid auto-rows-max gap-y-4"><a href="/products/consumer-intelligence/social-listening/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Listening</span></div></a><a href="/products/marketing-and-advertising/social-advertising/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Advertising</span></div></a><a href="/teams/customer-service/conversational-commerce/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational Commerce</span></div></a><a href="/products/customer-service/social-media-channels/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Social Customer Service</span></div></a></div></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 53 40" class="h-5 flex-none me-3"><path d="m36.974 25.509 13.613 8.296a3 3 0 0 1 .98 4.13l-.396.638c-.867 1.408-2.734 1.84-4.148.976l-13.5-8.24"></path><path d="M19.74 0C8.843 0 0 8.803 0 19.653c0 10.85 8.843 19.653 19.74 19.653 10.898 0 19.74-8.804 19.74-19.653C39.48 8.803 30.639 0 19.74 0Zm0 7.565c2.734 0 4.94 2.214 4.94 4.917S22.455 17.4 19.74 17.4c-2.715 0-4.94-2.215-4.94-4.918 0-2.703 2.225-4.917 4.94-4.917Zm0 24.195c-3.714 0-7.089-1.502-9.521-3.942l1.584-3.66c1.414-2.947 4.43-4.993 7.918-4.993a8.77 8.77 0 0 1 7.92 4.993l1.583 3.66c-2.432 2.421-5.788 3.942-9.503 3.942h.02Z"></path></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Sprinklr Insights</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/consumer-intelligence/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/consumer-intelligence/social-listening/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Listening</span></div></a><a href="/products/consumer-intelligence/competitive-benchmarking/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Competitive Insights and Benchmarking</span></div></a><a href="/products/consumer-intelligence/product-insights/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Product Insights</span></div></a><a href="/products/consumer-intelligence/location-insights/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Location Insights</span></div></a><a href="/products/consumer-intelligence/visual-insights/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Visual Insights</span></div></a><a href="/products/consumer-intelligence/media-monitoring/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Media Monitoring and Analytics</span></div></a><a href="/products/consumer-intelligence/surveys/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Sprinklr Surveys</span></div></a></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 42 43" class="h-5 flex-none me-3"><path d="M20.514 0H4.975C2.232 0 0 2.222 0 4.953v33.772c0 1.832 1.022 3.41 2.505 4.275l1.976-4.563a9.16 9.16 0 0 1 16.528 0L22.985 43c1.482-.848 2.505-2.443 2.505-4.275V4.953C25.49 2.223 23.258 0 20.514 0Zm-7.77 31.398c-2.845 0-5.162-2.307-5.162-5.14 0-2.833 2.317-5.14 5.163-5.14 2.845 0 5.162 2.307 5.162 5.14 0 2.833-2.317 5.14-5.162 5.14ZM31.352 12.74h-.528c-1.27 0-2.3 1.024-2.3 2.29v12.23c0 1.264 1.03 2.29 2.3 2.29h.528c1.27 0 2.3-1.026 2.3-2.29V15.03c0-1.265-1.03-2.29-2.3-2.29ZM39.7 6.378h-.529c-1.27 0-2.3 1.025-2.3 2.29V33.62c0 1.264 1.03 2.29 2.3 2.29h.529c1.27 0 2.3-1.026 2.3-2.29V8.668c0-1.265-1.03-2.29-2.3-2.29Z"></path></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Sprinklr Marketing</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/marketing-and-advertising/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/marketing-and-advertising/content-marketing/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Content Marketing and Campaign Planning</span></div></a><a href="/products/marketing-and-advertising/social-advertising/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Advertising</span></div></a><a href="/products/marketing-and-advertising/marketing-analytics/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Marketing Analytics</span></div></a><a href="/products/marketing-and-advertising/ad-comment/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Ad Comment Moderation</span></div></a></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Platform</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/platform/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/platform/ai/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr AI</span></div></a><a href="/products/platform/ai-plus/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr AI+</span></div></a><a href="/products/platform/ai-studio/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">AI Studio</span></div></a><a href="/trust/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Security</span></div></a><a href="/products/platform/integrations/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Integrations</span></div></a><a href="/products/platform/sprinklr-sandbox/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sandbox</span></div></a><a href="/products/platform/display/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Display</span></div></a><a href="/products/platform/presentations/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Presentations</span></div></a><a href="/products/platform/active-data-retention/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Active Data Retention</span></div></a><a data-link-type="external" href="https://developer.sprinklr.com/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">API</span></div></a></div></div></div></div></div></div></div></div></div></div></li><li class="flex items-center" data-menu-item-type="MULTI_LEVEL_INFO_HIGHLIGHTS"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Solutions">Solutions</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></div></button><div class="absolute bg-white shadow-lg overflow-y-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] -translate-x-2.5 translate-y-[17px] desktop-lg:translate-y-[21px] transition-opacity opacity-0 duration-200 pointer-events-none"><div class="h-full"><div class="bg-white grid auto-cols-auto grid-flow-col auto-rows-min"><div class="w-[274px] border-r border-menuBorder shrink-0"><div class="flex flex-col gap-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)] overflow-auto p-6 header-scrollbar"><div class=""><div class="flex flex-col gap-y-[18px]"><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full bg-primarySkyBlue"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">By Industry</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0 rtl:-scale-y-100"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">By Teams</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0 rtl:-scale-y-100"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button></div></div></div></div><div class=""><div class="grid auto-rows-auto auto-cols-full h-full"><div class="min-w-[274px] desktop-lg:min-w-[268px] max-h-[calc(100vh_-_var(--header-height)_-_20px)] overflow-auto header-scrollbar p-8"><div class="grid auto-rows-max gap-y-4"><a href="/industries/cpg/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">CPG</span></div></a><a href="/industries/financial-services/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Financial Services</span></div></a><a href="/industries/government/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Government</span></div></a><a href="/industries/retail/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Retail</span></div></a><a href="/industries/technology/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Technology</span></div></a><a href="/industries/telecom/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Telecommunications</span></div></a><a href="/industries/travel-hospitality/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Travel & Hospitality</span></div></a></div></div></div></div><div class="hidden"><div class="w-[274px] border-r border-menuBorder shrink-0"><div class="flex flex-col gap-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)] overflow-auto p-6 header-scrollbar"><div class=""><div class="flex flex-col gap-y-[18px]"><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full bg-primarySkyBlue"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Marketing Teams</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0 rtl:-scale-y-100"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Customer Service Teams</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0 rtl:-scale-y-100"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button></div></div></div></div><div class="grid auto-rows-auto auto-cols-full h-full"><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-100 z-10"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)]"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Marketing Teams</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/teams/marketing/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/teams/marketing/crisis-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Crisis Management</span></div></a><a href="/teams/marketing/campaign-content-lifecycle-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Content Lifecycle Management</span></div></a><a href="/teams/marketing/social-media-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Media Management</span></div></a><a href="/teams/marketing/compliant-digital-selling/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Compliant Digital Selling</span></div></a><a href="/teams/marketing/franchise-digital-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Franchise Digital Management</span></div></a><a href="/teams/marketing/executive-reputation-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Executive Reputation Management</span></div></a><a href="/teams/marketing/industry-insights-competitive-intelligence/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Industry Insights and Competitive Intelligence</span></div></a><a href="/teams/marketing/creative-insights-production-optimization/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Creative Insights and Production Optimization</span></div></a></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)]"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Customer Service Teams</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/teams/customer-service/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/teams/customer-service/omnichannel-contact-center/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Omnichannel Contact Center</span></div></a><a href="/teams/customer-service/customer-self-service/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Customer Self-Service</span></div></a><a href="/teams/customer-service/digital-customer-service/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Digital Customer Service</span></div></a><a href="/teams/customer-service/outbound-campaign-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Outbound Campaign Management</span></div></a><a href="/teams/customer-service/workforce-engagement-and-optimization/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Workforce Engagement Management</span></div></a><a href="/teams/customer-service/contact-center-intelligence/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Contact Center Intelligence</span></div></a><a href="/teams/customer-service/social-customer-service/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Customer Service</span></div></a><a href="/teams/customer-service/conversational-commerce/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational Commerce</span></div></a><a href="/teams/customer-service/proactive-digital-engagement/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Proactive Digital Engagement</span></div></a></div></div></div></div></div></div></div></div></div></div></div></li><li class="flex items-center" data-menu-item-type="LINK"><a href="/unified-cxm/"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Unified-CXM">Unified-CXM</span></div></a></li><li class="flex items-center" data-menu-item-type="LINKS_HIGHLIGHTS"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Customers">Customers</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></div></button><div class="absolute bg-white shadow-lg overflow-y-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] -translate-x-2.5 translate-y-[17px] desktop-lg:translate-y-[21px] transition-opacity opacity-0 duration-200 pointer-events-none"><div class="h-full"><div class="h-full w-full bg-white flex overflow-y-hidden"><div class="w-[274px] desktop-lg:w-[268px] header-scrollbar overflow-y-auto overflow-x-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] p-6"><div class="grid auto-rows-max gap-y-4"><a href="/stories/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Customer Stories</span></div></a><a href="/sprinklr-champion/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr Champions</span></div></a><a data-link-type="external" href="https://community.sprinklr.com/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Sprinklr Community</span></div></a></div></div></div></div></div></div></li><li class="flex items-center" data-menu-item-type="LINKS_HIGHLIGHTS"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Company">Company</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></div></button><div class="absolute bg-white shadow-lg overflow-y-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] -translate-x-2.5 translate-y-[17px] desktop-lg:translate-y-[21px] transition-opacity opacity-0 duration-200 pointer-events-none"><div class="h-full"><div class="h-full w-full bg-white flex overflow-y-hidden"><div class="w-[274px] desktop-lg:w-[268px] header-scrollbar overflow-y-auto overflow-x-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] p-6"><div class="grid auto-rows-max gap-y-4"><a href="/our-story/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Our Story</span></div></a><a href="/leadership/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Leadership</span></div></a><a href="/newsroom/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Newsroom</span></div></a><a href="/partners/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Partners</span></div></a><a href="/careers/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Careers</span></div></a><a data-link-type="external" href="https://investors.sprinklr.com/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Investor Relations</span></div></a><a href="/trust/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Security & Data Privacy</span></div></a><a href="/sustainability/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Sustainability</span></div></a></div></div></div></div></div></div></li><li class="flex items-center" data-menu-item-type="LINKS_HIGHLIGHTS"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Resources">Resources</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></div></button><div class="absolute bg-white shadow-lg overflow-y-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] -translate-x-2.5 translate-y-[17px] desktop-lg:translate-y-[21px] transition-opacity opacity-0 duration-200 pointer-events-none"><div class="h-full"><div class="h-full w-full bg-white flex overflow-y-hidden"><div class="border-r border-menuBorder shrink-0 w-[252px]"><div class="flex flex-col gap-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)] overflow-auto p-6 header-scrollbar"><div class=""><div class="flex flex-col gap-y-[18px]"><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full bg-primarySkyBlue"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Learn</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0 rtl:-scale-y-100"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Services</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0 rtl:-scale-y-100"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Support</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0 rtl:-scale-y-100"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button></div></div></div></div><div class="grid auto-rows-auto auto-cols-full h-full"><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-100 z-10"><div class="w-[274px] desktop-lg:w-[268px] header-scrollbar overflow-y-auto overflow-x-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] p-6"><div class="grid auto-rows-max gap-y-4"><a href="/sprinklr-social-roi-estimator/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr Social ROI Estimator</span></div></a><a href="/ai-maturity-assessment/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">AI Maturity Assessment</span></div></a><a href="/cx-wise/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">CX-WISE</span></div></a><a href="/analyst-reports/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Analyst Reports</span></div></a><a href="/demo-center/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr Demo Center</span></div></a><a href="/resources/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">eBooks & Reports</span></div></a><a href="/events/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Events & Webinars</span></div></a><a href="/blog/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Blog</span></div></a><a href="/cxm/"><div class="group"><span class="block text-mobile-sm/body-2 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Get an actionable nine-point checklist to share with your team.","author":[{"@type":"Person","name":"Rohan C","url":"https://www.sprinklr.com/blog/author/rohan/"},{"@type":"Person","name":"Jayadeep Subhashis","url":"https://www.sprinklr.com/blog/author/jayadeep-subhashis/"}],"publisher":{"@type":"Organization","name":"Sprinklr","logo":{"@type":"ImageObject","url":"https://www.sprinklr.com/icons/icon-512x512.png"}},"datePublished":"2024-11-26"}</script><section data-widget-name="widgetBlogPostHero" id="4RNNqWut4OsGGvKfQbjML6"><div class="relative overflow-clip"><div class="w-full max-w-[312px] tablet-sm:max-w-[688px] desktop-sm:max-w-[930px] desktop-lg:max-w-[1234px] mx-auto"><div class="flex max-tablet-sm:hidden mx-auto justify-between py-6 desktop-lg:py-8 items-center"><div class="desktop-lg:max-w-[720px]"><div class="flex flex-row gap-2 items-center desktop-sm:gap-3 mb-4"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 47 34" class="fill-ceruleanBlue h-6 desktop-sm:h-8 w-auto"><g clip-path="url(#service_svg__a)"><path d="M23.512 6.123C15.999-3.201-1.1.196.064 15.229c.593 7.724 6.582 14.282 12.359 18.865l2.116-4.78c.799-1.57 2.058-2.895 3.63-3.823a10.361 10.361 0 0 1 5.258-1.42c1.86 0 3.684.492 5.257 1.42 1.573.928 2.832 2.253 3.63 3.823l2.117 4.78c5.777-4.583 11.766-11.141 12.358-18.865C48.123.177 31.045-3.2 23.512 6.123Zm0 16.099a5.83 5.83 0 0 1-3.08-.872 5.27 5.27 0 0 1-2.043-2.323 4.856 4.856 0 0 1-.315-2.99 5.08 5.08 0 0 1 1.517-2.65 5.677 5.677 0 0 1 2.839-1.417 5.912 5.912 0 0 1 3.203.295 5.48 5.48 0 0 1 2.488 1.906c.61.851.935 1.852.935 2.876 0 1.372-.584 2.688-1.624 3.66-1.04.97-2.45 1.515-3.92 1.515Z"></path></g><defs><clipPath id="service_svg__a"><path fill="#fff" d="M0 0h47v33.167H0z"></path></clipPath></defs></svg><div class="text-mobile/heading-5">Sprinklr Service</div></div><p class="whitespace-pre-line text-tablet-sm/heading-5 desktop-sm:text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-3">The next generation of CCaaS is here</p><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 text-slateGray text-tablet-sm/body-4 desktop-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 mt-2 desktop-sm:mt-2.5"><p>Digital-first customer service, enterprise-scale voice support. 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-z-10"></div></div><div data-el="ref"><div class="w-full max-w-[312px] tablet-sm:max-w-[688px] desktop-sm:max-w-[930px] desktop-lg:max-w-[1234px] mx-auto"><div class="w-full pt-8 tablet-sm:pt-16 desktop-sm:pt-14 desktop-lg:pt-16 pb-16 tablet-sm:pb-[108px] desktop-sm:pb-[140px] desktop-lg:pb-[180px]"><div class="w-full flex max-desktop-sm:flex-col gap-y-8 tablet-sm:gap-y-12 gap-x-[116px] desktop-lg:gap-x-[168px]"><div class="desktop-sm:pb-14 desktop-sm:max-w-[548px] desktop-lg:max-w-[724px] desktop-lg:pb-12 desktop-sm:border-lightGrey desktop-sm:border-b-2"><span class="inline-block py-2 px-5 rounded-full bg-strawYellow-300 uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/label-1 mb-4 tablet-sm:mb-6">Customer Service</span><h1 class="text-mobile-sm/heading-5 tablet-sm:text-tablet-sm/heading-3 desktop-sm:text-tablet-sm/heading-2 desktop-lg:text-desktop-large/heading-2">Change Management in Call Centers: Key Checklists </h1><div class="text-cometBlack uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-2 desktop-lg:text-desktop-large/overline-2 mt-3 tablet-sm:mt-6 desktop-sm:mt-8">November 26, 2024 • 10 MIN READ</div></div><div class="flex-none w-full desktop-sm:w-[268px] desktop-lg:w-[344px] text-cometBlack pb-10 tablet-sm:pb-12 desktop-sm:pb-8 desktop-lg:pt-14 desktop-lg:pb-7 border-lightGrey border-b-2"><div class="text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-2 uppercase">Authors</div><div class="flex flex-col tablet-sm:max-desktop-sm:flex-row gap-y-4 gap-x-4 mt-2.5 tablet-sm:mt-6"><a class="block flex-1" href="/blog/author/rohan/"><div class="flex items-center gap-x-4 group"><div class="bg-slateGray rounded-full aspect-square flex items-center justify-center text-lightGrey w-14 text-mobile-sm/heading-4 tablet-sm:text-tablet-sm/body-1-bold desktop-lg:text-desktop-large/heading-5"><span>RC</span></div><div><div class="text-primaryOceanBlue text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Rohan C</div><div class="mt-0.5 tablet-sm:mt-1 text-primarySpaceGrey text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">SaaS writer and Marketer</div></div></div></a><a class="block flex-1" href="/blog/author/jayadeep-subhashis/"><div class="flex items-center gap-x-4 group"><img alt="Jayadeep Subhashis" loading="lazy" width="1737" height="1737" decoding="async" data-nimg="1" class="flex-none aspect-square rounded-full w-14 object-cover" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/sAfZXcgx9PYudmZjm7RNw/27b08ef6077b10270baea4389fdc6569/Jaydeep.png?w=1920&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/sAfZXcgx9PYudmZjm7RNw/27b08ef6077b10270baea4389fdc6569/Jaydeep.png?w=3840&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/sAfZXcgx9PYudmZjm7RNw/27b08ef6077b10270baea4389fdc6569/Jaydeep.png?w=3840&q=50&fm=webp"/><div><div class="text-primaryOceanBlue text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Jayadeep Subhashis</div><div class="mt-0.5 tablet-sm:mt-1 text-primarySpaceGrey text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Senior Content Specialist</div></div></div></a></div></div></div><div class="flex gap-[116px] desktop-lg:gap-[168px] mt-10 tablet-sm:mt-8 desktop-sm:mt-12"><div class="w-full desktop-sm:max-w-[548px] desktop-lg:max-w-[724px]"><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 text-primarySpaceGrey space-y-4 text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 prose-headings:mb-4 prose-headings:mt-8 tablet-sm:prose-headings:mt-10 prose-img:mt-8 tablet-sm:prose-img:mt-10 prose-a:underline prose-h2:text-mobile-sm/heading-5 tablet-sm:prose-h2:text-tablet-sm/heading-5 desktop-sm:prose-h2:text-tablet-sm/heading-3 desktop-lg:prose-h2:text-desktop-large/heading-4 prose-h3:text-mobile-sm/body-1-bold tablet-sm:prose-h3:text-tablet-sm/heading-6 desktop-sm:prose-h3:text-tablet-sm/heading-4 desktop-lg:prose-h3:text-desktop-large/heading-5 prose-h4:text-mobile-sm/body-2-bold tablet-sm:prose-h4:text-tablet-sm/heading-6 desktop-sm:prose-h4:text-tablet-sm/heading-5 desktop-lg:prose-h4:text-desktop-large/heading-5 prose-img:mx-auto"><p>Adapt or get left in the dust. It sounds blunt, but that’s the hard truth in today’s hyper-competitive business world — and call centers are right in the thick of it. With technology shifting faster than ever, the call centers that don’t have a nimble change management strategy aren’t just falling behind — they’re losing the race entirely. </p><p>That’s why we’ve created this actionable change management checklist for call centers. In this blog, we’ll walk you through the steps to ensure your call center isn’t just surviving change but thriving in it. </p><p>Discover how to empower your agents to adopt new technologies enthusiastically, master smooth transitions and boost your competitive edge in the ever-evolving world of <a href="/cxm/what-is-customer-service/" class="font-semibold text-primaryOceanBlue hover:underline"><u>customer service</u></a>. </p><div class="p-0.5 rounded-[8px] bg-refreshSkylineBottom mt-8 tablet-sm:mt-10"><div class="bg-white w-full h-full rounded-[6px] p-6"><div class="inline-flex items-center mb-6"><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 22 24" class="inline h-6 me-2.5"><path fill="#000" d="M20.778 24H1.222A1.211 1.211 0 0 1 0 22.8V1.2C0 .537.547 0 1.222 0h19.556C21.453 0 22 .537 22 1.2v21.6c0 .663-.547 1.2-1.222 1.2ZM6.11 6v2.4h9.778V6H6.11Zm0 4.8v2.4h9.778v-2.4H6.11Zm0 4.8V18h6.111v-2.4h-6.11Z"></path></svg><span class="text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Table of Contents</span></div><ul class="not-prose ms-6 [list-style:initial] [&>li:first-of-type]:mt-0 [&>li:last-of-type]:mb-0"><li class="list-disc text-primaryOceanBlue text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-2 desktop-lg:text-desktop-large/body-2 my-4"><a class="hover:underline" href="#toc-0">What is change management in call centers?</a></li><li class="list-disc text-primaryOceanBlue text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-2 desktop-lg:text-desktop-large/body-2 my-4"><a class="hover:underline" href="#toc-1">Benefits of having a change management checklist </a></li><li class="list-disc text-primaryOceanBlue text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-2 desktop-lg:text-desktop-large/body-2 my-4"><a class="hover:underline" href="#toc-2">9-point change management checklist for call centers </a></li><li class="list-disc text-primaryOceanBlue text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-2 desktop-lg:text-desktop-large/body-2 my-4"><a class="hover:underline" href="#toc-3">How to implement change management seamlessly </a></li><li class="list-disc text-primaryOceanBlue text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-2 desktop-lg:text-desktop-large/body-2 my-4"><a class="hover:underline" href="#toc-4">Fast tech adoption: The key to change management success </a></li></ul></div></div><h2><span id="toc-0" class="relative -top-[200px]"></span>What is change management in call centers?</h2><p>Change management in call centers is the structured process of planning, implementing and supporting changes that impact the organization. It ensures that new technologies, processes, or policies are adopted smoothly. </p><p>It’s a way to ensure that every change—whether big or small—enhances performance and <a href="/cxm/customer-satisfaction/" class="font-semibold text-primaryOceanBlue hover:underline"><u>customer satisfaction</u></a> without disrupting day-to-day operations. </p><p>Change can come in many forms in a call center, all of which benefit from a structured approach. Common types include: </p><ul><li class="m-0 p-0"><strong class="font-bold">Technology upgrades</strong>: From AI-driven customer support tools to new CRM systems, tech changes are at the heart of modernizing call centers. </li><li class="m-0 p-0"><strong class="font-bold">Process overhauls</strong>: Streamlining <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/customer-service-workflows/"><u>customer service workflows</u></a>, introducing new service protocols or updating <a href="/cxm/escalation/" class="font-semibold text-primaryOceanBlue hover:underline"><u>escalation</u></a> procedures. </li><li class="m-0 p-0"><strong class="font-bold">Organizational shifts</strong>: Adjustments in team structures, leadership or role responsibilities. </li><li class="m-0 p-0"><strong class="font-bold">Policy updates</strong>: New compliance requirements, customer data protection protocols or updated service standards. </li></ul><p>Effective change management involves collaboration across various stakeholders. </p><div class="w-full max-tablet-sm:overflow-x-auto"><table class="max-tablet-sm:mb-4 overflow-hidden border-separate border-spacing-0"><tbody class="[&>*:first-child>*:first-child]:rounded-tl-[8px] [&>*:first-child>*:last-child]:rounded-tr-[8px] [&>*:last-child>*:first-child]:rounded-bl-[8px] [&>*:last-child>*:last-child]:rounded-br-[8px] [&>*:first-child>*]:border-t"><tr><td class="bg-deepSkyBlue text-white relative align-top border-r border-b first:border-l border-lightGrey text-mobile-sm/body-3-bold tablet-sm:text-tablet-sm/heading-6 desktop-lg:text-desktop-large/body-2-bold p-4 desktop-lg:py-5"><p><strong class="font-bold">Stakeholders</strong> </p></td><td class="bg-deepSkyBlue text-white relative align-top border-r border-b first:border-l border-lightGrey text-mobile-sm/body-3-bold tablet-sm:text-tablet-sm/heading-6 desktop-lg:text-desktop-large/body-2-bold p-4 desktop-lg:py-5"><p><strong class="font-bold">Role</strong> </p></td></tr><tr><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p><strong class="font-bold">Call center agents</strong> </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>The front line of change, as they directly interact with the technology and processes. </p></td></tr><tr><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p><strong class="font-bold">Team leads and supervisors</strong> </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>Act as change champions, ensuring agents understand and adopt new practices. </p></td></tr><tr><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p><strong class="font-bold">IT and operations teams</strong>: </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>Manage the tech side of change, ensuring smooth integration and minimal downtime </p></td></tr><tr><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p><strong class="font-bold">Customer experience leaders</strong> </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>Oversee that the change aligns with broader CX goals and improves service quality </p></td></tr><tr><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p><strong class="font-bold">HR and training teams</strong> </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>Develop and deliver training programs to equip agents with the skills to adapt </p></td></tr></tbody></table></div><h2><span id="toc-1" class="relative -top-[200px]"></span>Benefits of having a change management checklist </h2><p>Addressing change management provides significant benefits that can enhance your call center’s operations. Here are four key advantages of a change management checklist: </p><p><strong class="font-bold">Reduces disruptions:</strong> Without a checklist, even small changes can spiral into chaos, disrupting daily operations and affecting service quality. A well-thought-out change management checklist ensures every stage is accounted for — from testing to agent training — keeping call flows smooth and customer satisfaction intact. </p><p><strong class="font-bold">Combats resistance:</strong> Change is hard and resistance is a common reaction. A checklist helps leadership involve agents early, communicate changes transparently and provide support at each step, reducing friction and fostering buy-in. The result? Agents are more receptive and quicker to adapt, creating a positive ripple effect on morale and performance. </p><p><strong class="font-bold">Speeds up adoption of new technologies:</strong> A change management checklist helps identify potential roadblocks early, ensuring that all tech rollouts are smooth, agents are trained and the technology is used to its full potential right from the start. </p><p><strong class="font-bold">Provides measurable success metrics:</strong> With a structured approach, you can track the impact of each change on <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/call-center-kpis/"><u>call center KPIs</u></a>. A checklist clarifies goals, outlines timelines and sets up measurable checkpoints, allowing leadership to gauge success and make data-backed adjustments if needed. </p><h2><span id="toc-2" class="relative -top-[200px]"></span>9-point change management checklist for call centers </h2><p>Let’s explore some actionable steps to empower your team and enhance overall performance. Here’s a change management checklist with things you must do and avoid: </p><h3>1. Assess the need for change</h3><p>Start by clarifying the reason for the change. Are you aiming to improve customer satisfaction, boost agent productivity or introduce new technology? Pinpointing the “why” ensures that each change aligns with your overall business goals and has measurable value. </p><p>For example, if improving customer satisfaction is the primary goal, consider conducting <a href="/cxm/customer-survey/" class="font-semibold text-primaryOceanBlue hover:underline"><u>customer surveys</u></a> or analyzing <a href="/customer-service-glossary/customer-feedback/" class="font-semibold text-primaryOceanBlue hover:underline"><u>customer feedback</u></a> to uncover specific pain points. Alternatively, if the change involves a new technology, assess the compatibility of current systems and identify necessary updates to enable smooth integration. </p><p>Without a clear purpose, jumping into change can lead to system inefficiencies, confusion and employee resistance. </p><h3>2. Set clear goals and objectives </h3><p>Break down larger goals into smaller, achievable tasks for easier tracking and momentum. For instance, instead of setting a vague goal like "improve customer service," aim for something concrete: "reduce <a href="/cxm/call-abandonment-rate/" class="font-semibold text-primaryOceanBlue hover:underline"><u>call abandonment rates</u></a> by 10% over the next six months." This type of goal provides direction and measurable benchmarks. </p><p>To stay organized, leverage your CRM or project management software to set milestones, assign tasks and track progress. These tools offer a snapshot of where things stand and help maintain focus and accountability across the team as you move through each stage of the change. </p><h3>3. Select the mode of communication </h3><p>Communication is critical to successful change management. Choose the best communication channels to share updates, such as emails, team meetings, or internal messaging platforms like Slack or Microsoft Teams. To ensure consistency, create a communication calendar that outlines when and how each update will be shared, keeping everyone informed at every stage. </p><div class="w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]"><div class="p-6 rounded-[6px] bg-ivory prose-p:min-h-0"><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4"><p>💡<strong class="font-bold">Pro Tip</strong> </p><p>Striking the right balance is key; overloading employees with information can be as detrimental as keeping them in the dark. Aim for clear, concise and regular updates and leverage internal communication tools to streamline and schedule messages. This approach ensures that your team receives timely information without feeling overwhelmed, supporting a smoother transition. </p></div></div></div><h3>4. Engage stakeholders and build a change team</h3><p>Bring key stakeholders into the fold from the start. This includes leadership, supervisors and agents who will feel the impact of the change most directly. By forming a dedicated change team, you build momentum and secure support across all levels of your organization. </p><p>Identify and empower early adopters—those employees who are naturally receptive to change — to serve as “change agents.” These champions can promote the change's benefits, address team concerns and share real-time feedback, making the transition smoother for everyone. </p><p>Overlooking leadership input or failing to engage frontline staff with insights into day-to-day operations can create roadblocks. Consider using collaborative tools like Trello or Asana to manage tasks, responsibilities and progress across teams, ensuring everyone stays aligned and accountable. </p><h3>5. Integrate new tools and systems </h3><p>With the right stakeholders engaged, it's time to select and integrate the appropriate tools to support your change initiative. This could include new <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/customer-service-software/"><u>customer service software</u></a>, AI-driven call routing systems or advanced reporting and analytics tools designed to enhance efficiency and performance. </p><p>Roll out new tools in phases to ensure a smooth transition and minimize technical issues. Instead of a full-scale implementation, consider starting with a pilot program that allows you to test the new system in a controlled environment. For instance, if an AI-driven call routing system is introduced, implement it in one department or with a select group of agents to gather feedback and make necessary adjustments before a company-wide rollout. </p><p>Additionally, ensure that the new software integrates seamlessly with your existing tools— such as your CRM or <a href="/cxm/call-management/" class="font-semibold text-primaryOceanBlue hover:underline"><u>call management systems</u></a> — to prevent data silos. For example, adopting a new reporting tool should work harmoniously with your CRM to provide a unified view of <a href="/cxm/customer-interaction/" class="font-semibold text-primaryOceanBlue hover:underline"><u>customer interactions</u></a> and insights, helping your team make informed decisions based on comprehensive data. </p><h3>6. Conduct training programs </h3><p>Thorough training ensures that employees are comfortable with new tools and processes. You can create a comprehensive training plan that includes hands-on practice, role-playing and scenario-based learning. </p><p>Many businesses rush through training or only focus on technical aspects. You don’t want that for your call center. Use a combination of live training sessions and self-paced modules to accommodate different learning styles. To ensure the effectiveness of your training, invest in a <a href="/help/articles/learning-management-system/what-is-a-learning-management-system/6498846d564e3e25f803ea40/" class="font-semibold text-primaryOceanBlue hover:underline"><u>learning management system (LMS)</u></a> to track progress and assess training effectiveness. </p><h3>7. Revisit call scripts and IVR </h3><p>With training underway and feedback collected, it’s time to check if the change impacts the existing call scripts, IVR menu or the way routine calls are handled in any way. Accordingly, make sure the necessary modifications are incorporated. </p><p>Similarly, review and ensure workflows are updated, which may involve automating certain tasks, reassigning responsibilities or creating more intuitive processes. </p><p>Once you’ve adjusted, conduct test runs with your team to assess the effectiveness of the new scripts and workflows. Encourage agents to provide feedback on what works and doesn’t and be prepared to iterate based on their experiences. </p><h3>8. Gather continuous feedback </h3><p>Let’s say you recently introduced a new customer relationship management (CRM) system. After a month of usage, you hold a check-in meeting where agents can voice their experiences. During this session, an agent mentioned that they find the new CRM interface confusing and that it slows down their call handling. </p><p>Armed with this feedback, you can take immediate action: </p><ol><li class="m-0 p-0"><strong class="font-bold">Organize a refresher training session:</strong> Host a targeted training session focused on effectively navigating the CRM. </li><li class="m-0 p-0"><strong class="font-bold">Create quick reference guides:</strong> Develop easy-to-follow cheat sheets that agents can refer to during calls. </li><li class="m-0 p-0"><strong class="font-bold">Follow-up:</strong> Send out an anonymous survey a week after the refresher training to gauge whether agents feel more comfortable with the CRM. </li></ol><div class="w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]"><div class="p-6 rounded-[6px] bg-ivory prose-p:min-h-0"><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4"><p><strong class="font-bold">😊Good to know</strong> </p><p>Sprinklr’s <a data-link-type="external" href="https://www.sprinklr.com/products/consumer-intelligence/surveys/" class="font-semibold text-primaryOceanBlue hover:underline"><u>online survey software</u></a> can streamline your employee feedback collection process. It lets you effortlessly build employee surveys with simple commands in plain language. </p><p>You can instantly generate brand-compliant feedback templates by uploading your brand assets and logo while choosing from various customizable themes. Plus, with mobile-friendly designs, your survey completion rates stay high, ensuring no valuable feedback is missed. </p><img alt="download - 2024-11-17T113254.226" loading="lazy" width="951" height="929" decoding="async" data-nimg="1" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/3N2ajOEbSbEmLeHOx2eJGR/16c4fbcbad3b1add401713f5db15bbe1/download_-_2024-11-17T113254.226.png?w=1080&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/3N2ajOEbSbEmLeHOx2eJGR/16c4fbcbad3b1add401713f5db15bbe1/download_-_2024-11-17T113254.226.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/3N2ajOEbSbEmLeHOx2eJGR/16c4fbcbad3b1add401713f5db15bbe1/download_-_2024-11-17T113254.226.png?w=1920&q=50&fm=webp"/><a data-link-type="external" href="https://www.sprinklr.com/demo-research/" class="block mx-auto w-fit"><div class="spr-btn spr-btn-primary spr-btn-default"><span>SEE SPRINKLR SURVEY SOFTWARE IN ACTION </span></div></a></div></div></div><h3>9. Evaluate the success of the change management checklist </h3><p>Once you’ve implemented your change management checklist, it’s essential for C-suite leaders to critically evaluate its effectiveness. This evaluation focuses on assessing how well the checklist supported the change process and identifying areas for improvement to set stronger foundations for future initiatives. </p><p><strong class="font-bold">🔍 Checklist relevance:</strong> Review whether the items included in the checklist were relevant to the changes made. Did it address all necessary components? Were there gaps that could be filled in future iterations? </p><p><strong class="font-bold">🔬 Implementation effectiveness:</strong> Reflect on how well the checklist guided the implementation process. Did it facilitate smooth transitions, or did points of confusion arise? </p><p><strong class="font-bold">💬 Adoption and engagement:</strong> Consider how well the leadership and team members embraced the checklist. Did they find it helpful, or did it feel like just another bureaucratic hurdle? </p><div class="rounded-[8px] overflow-hidden not-prose tablet-sm:flex tablet-sm:max-desktop-sm:max-w-[688px] desktop-sm:max-desktop-lg:max-w-[550px] desktop-sm:w-full"><img loading="lazy" width="2880" height="1474" decoding="async" data-nimg="1" class="max-tablet-sm:h-[170px] tablet-sm:w-[220px] desktop-sm:w-[190px] desktop-lg:w-[316px] object-cover flex-none block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/3hCb3eBAIUomPWU5VD9NcZ/9092d1da8998b5bae7150b3c0463631b/marketing_full-bleed_1.jpg?w=3840&q=50&fm=webp 1x" src="//images.ctfassets.net/ukazlt65o6hl/3hCb3eBAIUomPWU5VD9NcZ/9092d1da8998b5bae7150b3c0463631b/marketing_full-bleed_1.jpg?w=3840&q=50&fm=webp"/><div class="p-6 tablet-sm:py-16 tablet-sm:px-10 desktop-sm:py-12 desktop-sm:px-6 desktop-lg:py-11 desktop-lg:px-8 bg-secondaryBlanc flex-1"><div class="text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-4">Sprinklr Change Management Toolkit </div><a data-link-type="external" href="https://sprinklr-my.sharepoint.com/:x:/p/raghavendra_rao/ESv-vKgQJX5Ju2U08k1SfvABFWhkLhTHutnFIcvphsW_Eg?e=GbDukH&ovuser=52bc7e22-6631-4c88-9c4f-9c115c186148%2Craghavendra.rao%40sprinklr.com&isSPOFile=1"><div class="spr-btn spr-btn-primary spr-btn-default mt-4"><span>Download Now</span></div></a></div></div><h2><span id="toc-3" class="relative -top-[200px]"></span>How to implement change management seamlessly </h2><p>Here’s a rundown of key tools that can facilitate smooth transitions, enhance communication and drive overall success: </p><p><strong class="font-bold">1. Project management software</strong> <br/>Platforms like <strong class="font-bold">Trello</strong>, <strong class="font-bold">Asana</strong>, or <strong class="font-bold">Monday.com</strong> are invaluable for planning, tracking and managing change initiatives. They help you assign tasks, set deadlines and monitor progress, ensuring everyone stays aligned and accountable throughout the change process. </p><p><strong class="font-bold">2. Communication tools</strong> <br/>Effective communication is critical during any change. <strong class="font-bold">Slack</strong>, <strong class="font-bold">Microsoft Teams</strong>, or <strong class="font-bold">Zoom</strong> enables real-time conversations, updates and feedback sharing among team members. These platforms also allow you to create dedicated channels for specific change initiatives, keeping discussions organized. </p><p><strong class="font-bold">3. Knowledge base software</strong> <br/><a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/knowledge-base-software/"><u>Knowledge base software</u></a> serves as a centralized repository for all relevant information related to the change management process. It houses documentation, FAQs, best practices, training materials and post-implementation directives, making it easily accessible to all team members. </p><p>It can also be a reliable support system for new employees or those unfamiliar with recent changes by serving as a go-to place for understanding both pre-change and post-change processes. </p><div class="w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]"><div class="p-6 rounded-[6px] bg-ivory prose-p:min-h-0"><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4"><p><strong class="font-bold">💰 Two cents from Sprinklr</strong> </p><p>After successfully implementing changes in your call center and swiftly transitioning, imagine seeing what’s being used, who is using it and how effectively. </p><p><i>Are employees struggling with the changes? </i> </p><p><i>Are they referring to the help guides during their tasks? </i> </p><p>This data is invaluable. If you notice a team member consistently missing the mark, you can check if they’re utilizing the available resources, helping you address knowledge gaps before they become larger issues. </p><p>By understanding usage trends and identifying areas for improvement, you can refine the content of your knowledge base — adding new resources or making necessary edits to existing ones — thus enhancing its effectiveness in supporting change management initiatives. </p><img alt="download - 2024-11-17T113254.226" loading="lazy" width="951" height="929" decoding="async" data-nimg="1" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/3N2ajOEbSbEmLeHOx2eJGR/16c4fbcbad3b1add401713f5db15bbe1/download_-_2024-11-17T113254.226.png?w=1080&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/3N2ajOEbSbEmLeHOx2eJGR/16c4fbcbad3b1add401713f5db15bbe1/download_-_2024-11-17T113254.226.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/3N2ajOEbSbEmLeHOx2eJGR/16c4fbcbad3b1add401713f5db15bbe1/download_-_2024-11-17T113254.226.png?w=1920&q=50&fm=webp"/></div></div></div><div class="rounded-[8px] overflow-hidden not-prose tablet-sm:flex tablet-sm:max-desktop-sm:max-w-[688px] desktop-sm:max-desktop-lg:max-w-[550px] desktop-sm:w-full"><img loading="lazy" width="5824" height="3264" decoding="async" data-nimg="1" class="max-tablet-sm:h-[170px] tablet-sm:w-[220px] desktop-sm:w-[190px] desktop-lg:w-[316px] object-cover flex-none block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/2LRiJ66aRWUS7IKJmMdptY/9f83628d508457f8a86f92c23333b31e/Showcase_CTA-_Conversation_Analysis.jpeg?w=3840&q=50&fm=webp 1x" src="//images.ctfassets.net/ukazlt65o6hl/2LRiJ66aRWUS7IKJmMdptY/9f83628d508457f8a86f92c23333b31e/Showcase_CTA-_Conversation_Analysis.jpeg?w=3840&q=50&fm=webp"/><div class="p-6 tablet-sm:py-16 tablet-sm:px-10 desktop-sm:py-12 desktop-sm:px-6 desktop-lg:py-11 desktop-lg:px-8 bg-secondaryBlanc flex-1"><div class="text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-4">Offer your agents a single source of truth with Sprinklr Knowledge base software </div><a data-link-type="external" href="https://www.sprinklr.com/demo-care/"><div class="spr-btn spr-btn-primary spr-btn-default mt-4"><span>BOOK DEMO</span></div></a></div></div><h2><span id="toc-4" class="relative -top-[200px]"></span>Fast tech adoption: The key to change management success </h2><p>The foundation of effective change management in a call center lies in simplicity: minimize complexity and maximize usability. </p><p>When it comes to modernizing your call center tech stack, Sprinklr’s all-in-one CCaaS solution is designed to help agents adapt easily. It offers a low learning curve and an AI-optimized interface that empowers them to perform at their best from day one. </p><p>With seamless integrations into your existing software, Sprinklr ensures smooth tech transitions, keeping ramp-up times short so agents can stay focused on delivering exceptional service. Ready to see it in action? </p><p>Book an expert-led demo today and discover how Sprinklr can simplify your change management journey. </p><a data-link-type="external" href="https://www.sprinklr.com/demo-care/" class="block mx-auto w-fit"><div class="spr-btn spr-btn-primary spr-btn-default"><span>SCHEDULE MY SPRINKLR SERVICE DEMO </span></div></a><p></p><script type="application/ld+json">{"@type":"FAQPage","mainEntity":[{"@type":"Question","name":"How effective is a change management checklist? ","acceptedAnswer":{"@type":"Answer","text":"<p>A change management checklist is highly effective in ensuring smooth transitions. It helps streamline processes, minimize disruptions and track progress, improving efficiency and team alignment. </p>"}},{"@type":"Question","name":"Who are the primary users of the change management checklist in a call center? ","acceptedAnswer":{"@type":"Answer","text":"<p>The primary users include call center managers, team leaders and supervisors. They use the checklist to guide teams through transitions, allocate tasks and ensure that changes are implemented smoothly. </p>"}},{"@type":"Question","name":"What role does leadership play in ensuring successful change management in call centers? ","acceptedAnswer":{"@type":"Answer","text":"<p>Leadership is critical in setting the vision, communicating effectively and providing the necessary support and resources. Engaged leaders help guide the team through transitions smoothly. </p>"}}]}</script><div class="flex flex-col items-center justify-center mx-auto desktop-sm:px-0 desktop-sm:max-w-[930px] desktop-lg:max-w-[1234px] px-0 tablet-sm:px-0"><p class="whitespace-pre-line text-center text-mobile-sm/heading-5 tablet-sm:text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-3">Frequently Asked Questions</p><div class="w-full desktop-sm:w-full desktop-lg:w-full"><div class="w-full"><div class="w-full pt-2 desktop-sm:pt-5 desktop-lg:pt-7" data-orientation="vertical"><div data-state="closed" data-orientation="vertical" class="pl-6 border-b last:border-none border-[#DEDEDE] py-6 tablet-sm:py-9 ps-0"><button type="button" aria-controls="radix-:R2fa7d9lafnnkva:" aria-expanded="false" data-state="closed" data-orientation="vertical" id="radix-:Rfa7d9lafnnkva:" class="grid text-start grid-cols-[16px_1fr] items-center text-mobile-sm/body-1-bold gap-4 tablet-sm:text-tablet-sm/heading-6 tablet-sm:gap-6 tablet-sm:grid-cols-[24px_1fr] desktop-lg:text-desktop-large/heading-6 [&[data-state=open]>.accordionCollapsedIcon]:hidden [&[data-state=open]>.accordionExpandedIcon]:block" data-radix-collection-item=""><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 17" class="h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-mintyBlueGradient rounded-full accordionCollapsedIcon"><rect width="4" height="17" x="6.5" fill="#fff" rx="2"></rect><rect width="4" height="17" x="17" y="6.5" fill="#fff" rx="2" transform="rotate(90 17 6.5)"></rect></svg><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 5" class="hidden h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-primarySpaceGrey dark:bg-gainsboroGray rounded-full accordionExpandedIcon fill-white"><rect width="4" height="17" y="4.5" rx="2" transform="rotate(-90 0 4.5)"></rect></svg>How effective is a change management checklist? </button><div data-state="closed" id="radix-:R2fa7d9lafnnkva:" role="region" aria-labelledby="radix-:Rfa7d9lafnnkva:" data-orientation="vertical" class="overflow-hidden grid grid-rows-0fr data-[state=open]:grid-rows-1fr transition-grid-rows !duration-150" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"><div class="min-h-0"><div class="py-2 text-slateGray dark:text-white text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-3"><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] ps-8 tablet-sm:ps-12 space-y-6 prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ol:space-y-4 prose-ul:space-y-4"><p>A change management checklist is highly effective in ensuring smooth transitions. It helps streamline processes, minimize disruptions and track progress, improving efficiency and team alignment. </p></div></div></div></div></div><div data-state="closed" data-orientation="vertical" class="pl-6 border-b last:border-none border-[#DEDEDE] py-6 tablet-sm:py-9 ps-0"><button type="button" aria-controls="radix-:R2na7d9lafnnkva:" aria-expanded="false" data-state="closed" data-orientation="vertical" id="radix-:Rna7d9lafnnkva:" class="grid text-start grid-cols-[16px_1fr] items-center text-mobile-sm/body-1-bold gap-4 tablet-sm:text-tablet-sm/heading-6 tablet-sm:gap-6 tablet-sm:grid-cols-[24px_1fr] desktop-lg:text-desktop-large/heading-6 [&[data-state=open]>.accordionCollapsedIcon]:hidden [&[data-state=open]>.accordionExpandedIcon]:block" data-radix-collection-item=""><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 17" class="h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-mintyBlueGradient rounded-full accordionCollapsedIcon"><rect width="4" height="17" x="6.5" fill="#fff" rx="2"></rect><rect width="4" height="17" x="17" y="6.5" fill="#fff" rx="2" transform="rotate(90 17 6.5)"></rect></svg><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 5" class="hidden h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-primarySpaceGrey dark:bg-gainsboroGray rounded-full accordionExpandedIcon fill-white"><rect width="4" height="17" y="4.5" rx="2" transform="rotate(-90 0 4.5)"></rect></svg>Who are the primary users of the change management checklist in a call center? </button><div data-state="closed" id="radix-:R2na7d9lafnnkva:" role="region" aria-labelledby="radix-:Rna7d9lafnnkva:" data-orientation="vertical" class="overflow-hidden grid grid-rows-0fr data-[state=open]:grid-rows-1fr transition-grid-rows !duration-150" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"><div class="min-h-0"><div class="py-2 text-slateGray dark:text-white text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-3"><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] ps-8 tablet-sm:ps-12 space-y-6 prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ol:space-y-4 prose-ul:space-y-4"><p>The primary users include call center managers, team leaders and supervisors. They use the checklist to guide teams through transitions, allocate tasks and ensure that changes are implemented smoothly. </p></div></div></div></div></div><div data-state="closed" data-orientation="vertical" class="pl-6 border-b last:border-none border-[#DEDEDE] py-6 tablet-sm:py-9 ps-0"><button type="button" aria-controls="radix-:R2va7d9lafnnkva:" aria-expanded="false" data-state="closed" data-orientation="vertical" id="radix-:Rva7d9lafnnkva:" class="grid text-start grid-cols-[16px_1fr] items-center text-mobile-sm/body-1-bold gap-4 tablet-sm:text-tablet-sm/heading-6 tablet-sm:gap-6 tablet-sm:grid-cols-[24px_1fr] desktop-lg:text-desktop-large/heading-6 [&[data-state=open]>.accordionCollapsedIcon]:hidden [&[data-state=open]>.accordionExpandedIcon]:block" data-radix-collection-item=""><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 17" class="h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-mintyBlueGradient rounded-full accordionCollapsedIcon"><rect width="4" height="17" x="6.5" fill="#fff" rx="2"></rect><rect width="4" height="17" x="17" y="6.5" fill="#fff" rx="2" transform="rotate(90 17 6.5)"></rect></svg><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 5" class="hidden h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-primarySpaceGrey dark:bg-gainsboroGray rounded-full accordionExpandedIcon fill-white"><rect width="4" height="17" y="4.5" rx="2" transform="rotate(-90 0 4.5)"></rect></svg>How can call centers measure the success of their change management strategies? </button><div data-state="closed" id="radix-:R2va7d9lafnnkva:" role="region" aria-labelledby="radix-:Rva7d9lafnnkva:" data-orientation="vertical" class="overflow-hidden grid grid-rows-0fr data-[state=open]:grid-rows-1fr transition-grid-rows !duration-150" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"><div class="min-h-0"><div class="py-2 text-slateGray dark:text-white text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-3"><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] ps-8 tablet-sm:ps-12 space-y-6 prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ol:space-y-4 prose-ul:space-y-4"><p>Call centers can measure success by tracking KPIs like call resolution times, customer satisfaction and agent productivity before and after the change. </p></div></div></div></div></div><div data-state="closed" data-orientation="vertical" class="pl-6 border-b last:border-none border-[#DEDEDE] py-6 tablet-sm:py-9 ps-0"><button type="button" aria-controls="radix-:R37a7d9lafnnkva:" aria-expanded="false" data-state="closed" data-orientation="vertical" id="radix-:R17a7d9lafnnkva:" class="grid text-start grid-cols-[16px_1fr] items-center text-mobile-sm/body-1-bold gap-4 tablet-sm:text-tablet-sm/heading-6 tablet-sm:gap-6 tablet-sm:grid-cols-[24px_1fr] desktop-lg:text-desktop-large/heading-6 [&[data-state=open]>.accordionCollapsedIcon]:hidden [&[data-state=open]>.accordionExpandedIcon]:block" data-radix-collection-item=""><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 17" class="h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-mintyBlueGradient rounded-full accordionCollapsedIcon"><rect width="4" height="17" x="6.5" fill="#fff" rx="2"></rect><rect width="4" height="17" x="17" y="6.5" fill="#fff" rx="2" transform="rotate(90 17 6.5)"></rect></svg><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 5" class="hidden h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-primarySpaceGrey dark:bg-gainsboroGray rounded-full accordionExpandedIcon fill-white"><rect width="4" height="17" y="4.5" rx="2" transform="rotate(-90 0 4.5)"></rect></svg>What are common resistance points during change implementation in call centers and how can they be addressed? </button><div data-state="closed" id="radix-:R37a7d9lafnnkva:" role="region" aria-labelledby="radix-:R17a7d9lafnnkva:" data-orientation="vertical" class="overflow-hidden grid grid-rows-0fr data-[state=open]:grid-rows-1fr transition-grid-rows !duration-150" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"><div class="min-h-0"><div class="py-2 text-slateGray dark:text-white text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-3"><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] ps-8 tablet-sm:ps-12 space-y-6 prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ol:space-y-4 prose-ul:space-y-4"><p>Common resistance points include fear of job disruption, lack of clarity and discomfort with new tools. These can be addressed through clear communication, training and employee involvement in the change process. </p></div></div></div></div></div><div data-state="closed" data-orientation="vertical" class="pl-6 border-b last:border-none border-[#DEDEDE] py-6 tablet-sm:py-9 ps-0"><button type="button" aria-controls="radix-:R3fa7d9lafnnkva:" aria-expanded="false" data-state="closed" data-orientation="vertical" id="radix-:R1fa7d9lafnnkva:" class="grid text-start grid-cols-[16px_1fr] items-center text-mobile-sm/body-1-bold gap-4 tablet-sm:text-tablet-sm/heading-6 tablet-sm:gap-6 tablet-sm:grid-cols-[24px_1fr] desktop-lg:text-desktop-large/heading-6 [&[data-state=open]>.accordionCollapsedIcon]:hidden [&[data-state=open]>.accordionExpandedIcon]:block" data-radix-collection-item=""><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 17" class="h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-mintyBlueGradient rounded-full accordionCollapsedIcon"><rect width="4" height="17" x="6.5" fill="#fff" rx="2"></rect><rect width="4" height="17" x="17" y="6.5" fill="#fff" rx="2" transform="rotate(90 17 6.5)"></rect></svg><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 5" class="hidden h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-primarySpaceGrey dark:bg-gainsboroGray rounded-full accordionExpandedIcon fill-white"><rect width="4" height="17" y="4.5" rx="2" transform="rotate(-90 0 4.5)"></rect></svg>What role does leadership play in ensuring successful change management in call centers? </button><div data-state="closed" id="radix-:R3fa7d9lafnnkva:" role="region" aria-labelledby="radix-:R1fa7d9lafnnkva:" data-orientation="vertical" class="overflow-hidden grid grid-rows-0fr data-[state=open]:grid-rows-1fr transition-grid-rows !duration-150" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"><div class="min-h-0"><div class="py-2 text-slateGray dark:text-white text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-3"><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] ps-8 tablet-sm:ps-12 space-y-6 prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ol:space-y-4 prose-ul:space-y-4"><p>Leadership is critical in setting the vision, communicating effectively and providing the necessary support and resources. Engaged leaders help guide the team through transitions smoothly. </p></div></div></div></div></div></div></div></div></div></div></div><div class="max-desktop-sm:hidden"><div style="--header-height:0px;--subnav-height:0px;--sticky-top-margin:20px" class="w-[268px] desktop-lg:w-[344px] h-fit sticky top-[calc(var(--header-height)_+_var(--subnav-height)_+_var(--sticky-top-margin))] flex-none"><div class="grid transition-[opacity,grid-template-rows] duration-500 w-full grid-rows-[0fr] opacity-0"><div class="w-full overflow-hidden after:block after:w-full after:h-10"><div class="text-cometBlack text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-2 uppercase mb-6">Table of contents</div><div class="relative [--scrollbar-width:4px] before:absolute before:top-0 before:w-[calc(100%-var(--scrollbar-width))] before:h-5 before:z-30 before:block before:pointer-events-none before:bg-gradient-to-b before:from-white before:to-transparent before:transition-opacity before:duration-200 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block"><img alt="Sprinklr Logo" loading="lazy" width="1080" height="1080" decoding="async" data-nimg="1" class="rounded-t-[8px] w-full h-[160px] desktop-lg:h-[220px] object-cover hover:scale-105 transition-transform duration-100" style="color:transparent" srcSet="https://www.sprinklr.com/spr-og.png?w=1080&q=50&fm=webp 1x, https://www.sprinklr.com/spr-og.png?w=3840&q=50&fm=webp 2x" src="https://www.sprinklr.com/spr-og.png?w=3840&q=50&fm=webp"/></a><div class="p-4 flex flex-col flex-grow"><div class="text-white uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/label-2 desktop-lg:text-desktop-large/label-2 w-fit inline-flex px-5 py-1.5 rounded-[100px] bg-slateGray desktop-lg:py-2">CXM</div><a href="/cxm/change-management-models/"><div class="text-mobile-sm/body-1-bold tablet-sm:text-tablet/heading-4 desktop-lg:text-desktop-large/heading-5 mt-4 hover:text-primaryOceanBlue">Change Management Models: A Customer Service Perspective</div></a><div class="text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 pt-4 mt-auto"><a href="/blog/author/bhavya-aggarwal/"><div class="text-primaryOceanBlue font-bold hover:underline">Bhavya Aggarwal</div></a><div class="text-mediumGrey desktop-lg:mt-2 desktop-lg:text-desktop-large/overline-3 desktop-lg:uppercase">11 mins read</div></div></div></div><div class="flex flex-col h-full border-2 border-pearlGray rounded-[8px] bg-white max-w-[312px] desktop-sm:max-w-[300px] desktop-lg:max-w-[400px] scale-100"><a class="overflow-hidden block" href="/blog/seamless-customer-experience/"><img alt="Thumbnail" loading="lazy" width="6348" height="4480" decoding="async" data-nimg="1" class="rounded-t-[8px] w-full h-[160px] desktop-lg:h-[220px] object-cover hover:scale-105 transition-transform duration-100" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/cvJ9XaGLwHaDrIb8gMxLs/74fe37143f0c4ade55e2225eaa5973a9/Thumbnail?w=3840&q=50&fm=webp 1x" src="//images.ctfassets.net/ukazlt65o6hl/cvJ9XaGLwHaDrIb8gMxLs/74fe37143f0c4ade55e2225eaa5973a9/Thumbnail?w=3840&q=50&fm=webp"/></a><div class="p-4 flex flex-col flex-grow"><div class="text-white uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/label-2 desktop-lg:text-desktop-large/label-2 w-fit inline-flex px-5 py-1.5 rounded-[100px] bg-slateGray desktop-lg:py-2">Customer Service</div><a href="/blog/seamless-customer-experience/"><div class="text-mobile-sm/body-1-bold tablet-sm:text-tablet/heading-4 desktop-lg:text-desktop-large/heading-5 mt-4 hover:text-primaryOceanBlue">Seamless Customer Experience: What It Is & How to Deliver</div></a><div class="text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 pt-4 mt-auto"><a href="/blog/author/dumpy-sharma/"><div class="text-primaryOceanBlue font-bold hover:underline">Dumpy Sharma</div></a><div class="text-mediumGrey desktop-lg:mt-2 desktop-lg:text-desktop-large/overline-3 desktop-lg:uppercase">9 mins read</div></div></div></div></div><div class="desktop-sm:hidden w-full flex flex-col"><div class="overflow-hidden w-full"><div class="grid transform-gpu [--slides-to-show:--slides-to-show-mobile] tablet-sm:[--slides-to-show:--slides-to-show-tablet-small] tablet:[--slides-to-show:--slides-to-show-tablet] desktop-sm:[--slides-to-show:--slides-to-show-desktop]" style="--slides-to-show-desktop:3;--slides-to-show-mobile:1.2;--slides-to-show-tablet:2.5;--slides-to-show-tablet-small:2.5;--center-offset:calc((var(--slides-to-show) - 1) / 2);--clone-count:3;--active-slide-index:0;grid-auto-columns:calc(100% / var(--slides-to-show));grid-auto-flow:column;transform:translateX(calc((100% / var(--slides-to-show) * 1) * (var(--center-offset) - var(--clone-count) - var(--active-slide-index))))"><div class="flex flex-col h-full border-2 border-pearlGray rounded-[8px] bg-white max-w-[312px] desktop-sm:max-w-[300px] desktop-lg:max-w-[400px] scale-100"><a class="overflow-hidden block" href="/blog/change-management-for-contact-centers/"><img alt="Hero Image" loading="lazy" width="6720" height="4480" decoding="async" data-nimg="1" class="rounded-t-[8px] w-full h-[160px] desktop-lg:h-[220px] object-cover hover:scale-105 transition-transform duration-100" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/1xG3JNm2zArwIKLrRzvs3O/580817111af74fb160d9674f2a21c5f1/Hero_Image.jpeg?w=3840&q=50&fm=webp 1x" src="//images.ctfassets.net/ukazlt65o6hl/1xG3JNm2zArwIKLrRzvs3O/580817111af74fb160d9674f2a21c5f1/Hero_Image.jpeg?w=3840&q=50&fm=webp"/></a><div class="p-4 flex flex-col flex-grow"><div class="text-white uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/label-2 desktop-lg:text-desktop-large/label-2 w-fit inline-flex px-5 py-1.5 rounded-[100px] bg-slateGray desktop-lg:py-2">Customer Service</div><a href="/blog/change-management-for-contact-centers/"><div class="text-mobile-sm/body-1-bold tablet-sm:text-tablet/heading-4 desktop-lg:text-desktop-large/heading-5 mt-4 hover:text-primaryOceanBlue">Change Management for Contact Centers Made Easy</div></a><div class="text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 pt-4 mt-auto"><a href="/blog/author/raghavendra-rao/"><div class="text-primaryOceanBlue font-bold hover:underline">Raghavendra Rao</div></a><div class="text-mediumGrey desktop-lg:mt-2 desktop-lg:text-desktop-large/overline-3 desktop-lg:uppercase">4 mins read</div></div></div></div><div class="flex flex-col h-full border-2 border-pearlGray rounded-[8px] bg-white max-w-[312px] desktop-sm:max-w-[300px] desktop-lg:max-w-[400px] scale-90"><a href="/cxm/change-management-models/" class="overflow-hidden block"><img alt="Sprinklr Logo" loading="lazy" width="1080" height="1080" decoding="async" data-nimg="1" class="rounded-t-[8px] w-full h-[160px] desktop-lg:h-[220px] object-cover hover:scale-105 transition-transform duration-100" style="color:transparent" srcSet="https://www.sprinklr.com/spr-og.png?w=1080&q=50&fm=webp 1x, https://www.sprinklr.com/spr-og.png?w=3840&q=50&fm=webp 2x" src="https://www.sprinklr.com/spr-og.png?w=3840&q=50&fm=webp"/></a><div class="p-4 flex flex-col flex-grow"><div class="text-white uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/label-2 desktop-lg:text-desktop-large/label-2 w-fit inline-flex px-5 py-1.5 rounded-[100px] bg-slateGray desktop-lg:py-2">CXM</div><a href="/cxm/change-management-models/"><div class="text-mobile-sm/body-1-bold tablet-sm:text-tablet/heading-4 desktop-lg:text-desktop-large/heading-5 mt-4 hover:text-primaryOceanBlue">Change Management Models: A Customer Service Perspective</div></a><div class="text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 pt-4 mt-auto"><a href="/blog/author/bhavya-aggarwal/"><div class="text-primaryOceanBlue font-bold hover:underline">Bhavya Aggarwal</div></a><div class="text-mediumGrey desktop-lg:mt-2 desktop-lg:text-desktop-large/overline-3 desktop-lg:uppercase">11 mins read</div></div></div></div><div class="flex flex-col h-full border-2 border-pearlGray rounded-[8px] bg-white max-w-[312px] desktop-sm:max-w-[300px] desktop-lg:max-w-[400px] scale-90"><a class="overflow-hidden block" href="/blog/seamless-customer-experience/"><img alt="Thumbnail" loading="lazy" width="6348" height="4480" decoding="async" data-nimg="1" class="rounded-t-[8px] w-full h-[160px] desktop-lg:h-[220px] object-cover hover:scale-105 transition-transform duration-100" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/cvJ9XaGLwHaDrIb8gMxLs/74fe37143f0c4ade55e2225eaa5973a9/Thumbnail?w=3840&q=50&fm=webp 1x" src="//images.ctfassets.net/ukazlt65o6hl/cvJ9XaGLwHaDrIb8gMxLs/74fe37143f0c4ade55e2225eaa5973a9/Thumbnail?w=3840&q=50&fm=webp"/></a><div class="p-4 flex flex-col flex-grow"><div class="text-white uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/label-2 desktop-lg:text-desktop-large/label-2 w-fit inline-flex px-5 py-1.5 rounded-[100px] bg-slateGray desktop-lg:py-2">Customer Service</div><a href="/blog/seamless-customer-experience/"><div class="text-mobile-sm/body-1-bold tablet-sm:text-tablet/heading-4 desktop-lg:text-desktop-large/heading-5 mt-4 hover:text-primaryOceanBlue">Seamless Customer Experience: What It Is & How to Deliver</div></a><div class="text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 pt-4 mt-auto"><a href="/blog/author/dumpy-sharma/"><div class="text-primaryOceanBlue font-bold hover:underline">Dumpy Sharma</div></a><div class="text-mediumGrey desktop-lg:mt-2 desktop-lg:text-desktop-large/overline-3 desktop-lg:uppercase">9 mins read</div></div></div></div><div class="flex flex-col h-full border-2 border-pearlGray rounded-[8px] bg-white max-w-[312px] desktop-sm:max-w-[300px] desktop-lg:max-w-[400px] scale-100"><a class="overflow-hidden block" href="/blog/change-management-for-contact-centers/"><img alt="Hero Image" loading="lazy" width="6720" height="4480" decoding="async" data-nimg="1" class="rounded-t-[8px] w-full h-[160px] desktop-lg:h-[220px] object-cover hover:scale-105 transition-transform duration-100" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/1xG3JNm2zArwIKLrRzvs3O/580817111af74fb160d9674f2a21c5f1/Hero_Image.jpeg?w=3840&q=50&fm=webp 1x" src="//images.ctfassets.net/ukazlt65o6hl/1xG3JNm2zArwIKLrRzvs3O/580817111af74fb160d9674f2a21c5f1/Hero_Image.jpeg?w=3840&q=50&fm=webp"/></a><div class="p-4 flex flex-col flex-grow"><div class="text-white uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/label-2 desktop-lg:text-desktop-large/label-2 w-fit inline-flex px-5 py-1.5 rounded-[100px] bg-slateGray desktop-lg:py-2">Customer Service</div><a href="/blog/change-management-for-contact-centers/"><div class="text-mobile-sm/body-1-bold tablet-sm:text-tablet/heading-4 desktop-lg:text-desktop-large/heading-5 mt-4 hover:text-primaryOceanBlue">Change Management for Contact Centers Made Easy</div></a><div class="text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 pt-4 mt-auto"><a href="/blog/author/raghavendra-rao/"><div class="text-primaryOceanBlue font-bold hover:underline">Raghavendra Rao</div></a><div class="text-mediumGrey desktop-lg:mt-2 desktop-lg:text-desktop-large/overline-3 desktop-lg:uppercase">4 mins read</div></div></div></div><div class="flex flex-col h-full border-2 border-pearlGray rounded-[8px] bg-white max-w-[312px] desktop-sm:max-w-[300px] desktop-lg:max-w-[400px] scale-90"><a href="/cxm/change-management-models/" class="overflow-hidden block"><img alt="Sprinklr Logo" loading="lazy" width="1080" height="1080" decoding="async" data-nimg="1" class="rounded-t-[8px] w-full h-[160px] desktop-lg:h-[220px] object-cover hover:scale-105 transition-transform duration-100" style="color:transparent" srcSet="https://www.sprinklr.com/spr-og.png?w=1080&q=50&fm=webp 1x, https://www.sprinklr.com/spr-og.png?w=3840&q=50&fm=webp 2x" src="https://www.sprinklr.com/spr-og.png?w=3840&q=50&fm=webp"/></a><div class="p-4 flex flex-col flex-grow"><div class="text-white uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/label-2 desktop-lg:text-desktop-large/label-2 w-fit inline-flex px-5 py-1.5 rounded-[100px] bg-slateGray desktop-lg:py-2">CXM</div><a href="/cxm/change-management-models/"><div class="text-mobile-sm/body-1-bold tablet-sm:text-tablet/heading-4 desktop-lg:text-desktop-large/heading-5 mt-4 hover:text-primaryOceanBlue">Change Management Models: A Customer Service Perspective</div></a><div class="text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 pt-4 mt-auto"><a href="/blog/author/bhavya-aggarwal/"><div class="text-primaryOceanBlue font-bold hover:underline">Bhavya Aggarwal</div></a><div class="text-mediumGrey desktop-lg:mt-2 desktop-lg:text-desktop-large/overline-3 desktop-lg:uppercase">11 mins read</div></div></div></div><div class="flex flex-col h-full border-2 border-pearlGray rounded-[8px] bg-white max-w-[312px] desktop-sm:max-w-[300px] desktop-lg:max-w-[400px] scale-90"><a class="overflow-hidden block" href="/blog/seamless-customer-experience/"><img alt="Thumbnail" loading="lazy" width="6348" height="4480" decoding="async" data-nimg="1" class="rounded-t-[8px] w-full h-[160px] desktop-lg:h-[220px] object-cover hover:scale-105 transition-transform duration-100" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/cvJ9XaGLwHaDrIb8gMxLs/74fe37143f0c4ade55e2225eaa5973a9/Thumbnail?w=3840&q=50&fm=webp 1x" src="//images.ctfassets.net/ukazlt65o6hl/cvJ9XaGLwHaDrIb8gMxLs/74fe37143f0c4ade55e2225eaa5973a9/Thumbnail?w=3840&q=50&fm=webp"/></a><div class="p-4 flex flex-col flex-grow"><div class="text-white uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/label-2 desktop-lg:text-desktop-large/label-2 w-fit inline-flex px-5 py-1.5 rounded-[100px] bg-slateGray desktop-lg:py-2">Customer Service</div><a href="/blog/seamless-customer-experience/"><div class="text-mobile-sm/body-1-bold tablet-sm:text-tablet/heading-4 desktop-lg:text-desktop-large/heading-5 mt-4 hover:text-primaryOceanBlue">Seamless Customer Experience: What It Is & How to Deliver</div></a><div class="text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 pt-4 mt-auto"><a href="/blog/author/dumpy-sharma/"><div class="text-primaryOceanBlue font-bold hover:underline">Dumpy Sharma</div></a><div class="text-mediumGrey desktop-lg:mt-2 desktop-lg:text-desktop-large/overline-3 desktop-lg:uppercase">9 mins read</div></div></div></div><div class="flex flex-col h-full border-2 border-pearlGray rounded-[8px] bg-white max-w-[312px] desktop-sm:max-w-[300px] desktop-lg:max-w-[400px] scale-100"><a class="overflow-hidden block" href="/blog/change-management-for-contact-centers/"><img alt="Hero Image" loading="lazy" width="6720" height="4480" decoding="async" data-nimg="1" class="rounded-t-[8px] w-full h-[160px] desktop-lg:h-[220px] object-cover hover:scale-105 transition-transform duration-100" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/1xG3JNm2zArwIKLrRzvs3O/580817111af74fb160d9674f2a21c5f1/Hero_Image.jpeg?w=3840&q=50&fm=webp 1x" src="//images.ctfassets.net/ukazlt65o6hl/1xG3JNm2zArwIKLrRzvs3O/580817111af74fb160d9674f2a21c5f1/Hero_Image.jpeg?w=3840&q=50&fm=webp"/></a><div class="p-4 flex flex-col flex-grow"><div class="text-white uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/label-2 desktop-lg:text-desktop-large/label-2 w-fit inline-flex px-5 py-1.5 rounded-[100px] bg-slateGray desktop-lg:py-2">Customer Service</div><a href="/blog/change-management-for-contact-centers/"><div class="text-mobile-sm/body-1-bold tablet-sm:text-tablet/heading-4 desktop-lg:text-desktop-large/heading-5 mt-4 hover:text-primaryOceanBlue">Change Management for Contact Centers Made Easy</div></a><div class="text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 pt-4 mt-auto"><a href="/blog/author/raghavendra-rao/"><div class="text-primaryOceanBlue font-bold hover:underline">Raghavendra Rao</div></a><div class="text-mediumGrey desktop-lg:mt-2 desktop-lg:text-desktop-large/overline-3 desktop-lg:uppercase">4 mins read</div></div></div></div><div class="flex flex-col h-full border-2 border-pearlGray rounded-[8px] bg-white max-w-[312px] desktop-sm:max-w-[300px] desktop-lg:max-w-[400px] scale-90"><a href="/cxm/change-management-models/" class="overflow-hidden block"><img alt="Sprinklr Logo" loading="lazy" width="1080" height="1080" decoding="async" data-nimg="1" class="rounded-t-[8px] w-full h-[160px] desktop-lg:h-[220px] object-cover hover:scale-105 transition-transform duration-100" style="color:transparent" srcSet="https://www.sprinklr.com/spr-og.png?w=1080&q=50&fm=webp 1x, https://www.sprinklr.com/spr-og.png?w=3840&q=50&fm=webp 2x" src="https://www.sprinklr.com/spr-og.png?w=3840&q=50&fm=webp"/></a><div class="p-4 flex flex-col flex-grow"><div class="text-white uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/label-2 desktop-lg:text-desktop-large/label-2 w-fit inline-flex px-5 py-1.5 rounded-[100px] bg-slateGray desktop-lg:py-2">CXM</div><a href="/cxm/change-management-models/"><div class="text-mobile-sm/body-1-bold tablet-sm:text-tablet/heading-4 desktop-lg:text-desktop-large/heading-5 mt-4 hover:text-primaryOceanBlue">Change Management Models: A Customer Service Perspective</div></a><div class="text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 pt-4 mt-auto"><a href="/blog/author/bhavya-aggarwal/"><div class="text-primaryOceanBlue font-bold hover:underline">Bhavya Aggarwal</div></a><div class="text-mediumGrey desktop-lg:mt-2 desktop-lg:text-desktop-large/overline-3 desktop-lg:uppercase">11 mins read</div></div></div></div><div class="flex flex-col h-full border-2 border-pearlGray rounded-[8px] bg-white max-w-[312px] desktop-sm:max-w-[300px] desktop-lg:max-w-[400px] scale-90"><a class="overflow-hidden block" href="/blog/seamless-customer-experience/"><img alt="Thumbnail" loading="lazy" width="6348" height="4480" decoding="async" data-nimg="1" class="rounded-t-[8px] w-full h-[160px] desktop-lg:h-[220px] object-cover hover:scale-105 transition-transform duration-100" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/cvJ9XaGLwHaDrIb8gMxLs/74fe37143f0c4ade55e2225eaa5973a9/Thumbnail?w=3840&q=50&fm=webp 1x" src="//images.ctfassets.net/ukazlt65o6hl/cvJ9XaGLwHaDrIb8gMxLs/74fe37143f0c4ade55e2225eaa5973a9/Thumbnail?w=3840&q=50&fm=webp"/></a><div class="p-4 flex flex-col flex-grow"><div class="text-white uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/label-2 desktop-lg:text-desktop-large/label-2 w-fit inline-flex px-5 py-1.5 rounded-[100px] bg-slateGray desktop-lg:py-2">Customer Service</div><a href="/blog/seamless-customer-experience/"><div class="text-mobile-sm/body-1-bold tablet-sm:text-tablet/heading-4 desktop-lg:text-desktop-large/heading-5 mt-4 hover:text-primaryOceanBlue">Seamless Customer Experience: What It Is & How to Deliver</div></a><div class="text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 pt-4 mt-auto"><a href="/blog/author/dumpy-sharma/"><div class="text-primaryOceanBlue font-bold hover:underline">Dumpy Sharma</div></a><div class="text-mediumGrey desktop-lg:mt-2 desktop-lg:text-desktop-large/overline-3 desktop-lg:uppercase">9 mins read</div></div></div></div></div></div><div class="flex justify-center w-full gap-4 px-10 mt-8 tablet:mt-12 desktop-sm:mt-14 desktop-lg:mt-16"><button class="h-1.5 w-24 rounded-full bg-black dark:bg-white"></button><button class="h-1.5 w-24 rounded-full bg-[#DBDBDB] dark:bg-slate"></button><button class="h-1.5 w-24 rounded-full bg-[#DBDBDB] dark:bg-slate"></button></div></div></div></div></div></div></div></section></main><div class="relative z-10 after:absolute after:h-[2px] after:bg-black after:-top-[1px] after:w-full"><div class="w-full absolute top-0 [--curve-height:var(--mobile-curve-height)] tablet-sm:[--curve-height:var(--tablet-curve-height)] desktop-sm:[--curve-height:var(--desktop-small-curve-height)] desktop-lg:[--curve-height:var(--desktop-large-curve-height)] pointer-events-none" style="--width:0;--mobile-curve-height:15;--tablet-curve-height:91;--desktop-small-curve-height:156;--desktop-large-curve-height:204;height:calc(100% + var(--curve-height) * 1px);transform:translateY(calc(var(--curve-height) * -1px));--4-h-sq:calc(4px * var(--curve-height) * var(--curve-height));--l-sq:calc(1px * var(--width) * var(--width));--radius:calc((var(--4-h-sq) + var(--l-sq)) / (8 * var(--curve-height)))"><svg width="100%" 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data-radix-collection-item=""><p class="text-mobile-sm/heading-5 tablet-sm:text-tablet-sm/body-1-bold">Products</p><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="h-4 w-4 shrink-0 transition-transform duration-200"><path d="m6 9 6 6 6-6"></path></svg></button></div><div data-state="closed" id="radix-:Riplqfnnkva:" hidden="" role="region" aria-labelledby="radix-:R2plqfnnkva:" data-orientation="vertical" class="overflow-hidden text-sm transition-all data-[state=closed]:animate-accordion-up data-[state=open]:animate-accordion-down pb-2 pt-0" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"></div></div><div data-state="closed" data-orientation="vertical" class="border-b border-b-cometBlack"><div class="flex"><button type="button" 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style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"></div></div><div data-state="closed" data-orientation="vertical" class="border-b border-b-cometBlack"><div class="flex"><button type="button" aria-controls="radix-:Rmplqfnnkva:" aria-expanded="false" data-state="closed" data-orientation="vertical" id="radix-:R6plqfnnkva:" class="flex flex-1 items-center justify-between py-4 font-medium transition-all [&[data-state=open]>svg]:rotate-180 hover:no-underline" data-radix-collection-item=""><p class="text-mobile-sm/heading-5 tablet-sm:text-tablet-sm/body-1-bold">Company</p><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="h-4 w-4 shrink-0 transition-transform duration-200"><path d="m6 9 6 6 6-6"></path></svg></button></div><div data-state="closed" id="radix-:Rmplqfnnkva:" hidden="" role="region" aria-labelledby="radix-:R6plqfnnkva:" data-orientation="vertical" class="overflow-hidden text-sm transition-all data-[state=closed]:animate-accordion-up data-[state=open]:animate-accordion-down pb-2 pt-0" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"></div></div><div data-state="closed" data-orientation="vertical" class="border-b border-b-cometBlack"><div class="flex"><button type="button" aria-controls="radix-:Roplqfnnkva:" aria-expanded="false" data-state="closed" data-orientation="vertical" id="radix-:R8plqfnnkva:" class="flex flex-1 items-center justify-between py-4 font-medium transition-all [&[data-state=open]>svg]:rotate-180 hover:no-underline" data-radix-collection-item=""><p class="text-mobile-sm/heading-5 tablet-sm:text-tablet-sm/body-1-bold">Resources</p><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="h-4 w-4 shrink-0 transition-transform duration-200"><path d="m6 9 6 6 6-6"></path></svg></button></div><div data-state="closed" id="radix-:Roplqfnnkva:" hidden="" role="region" aria-labelledby="radix-:R8plqfnnkva:" data-orientation="vertical" class="overflow-hidden text-sm transition-all data-[state=closed]:animate-accordion-up data-[state=open]:animate-accordion-down pb-2 pt-0" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"></div></div></div></div><div class="hidden desktop-sm:flex desktop-sm:justify-between gap-x-10"><div class="w-[140px] desktop-lg:w-[200px] flex-none"><p class="text-tablet-sm/heading-6 desktop-lg:text-desktop-large/heading-5">Products</p><div class="grid gap-5 text-silverGray grid-cols-2 desktop-sm:grid-cols-1 desktop-sm:gap-y-2 border-t border-cometBlack desktop-sm:border-0 pt-6"><ul class="flex flex-col gap-y-4 tablet-sm:gap-y-6 desktop-sm:gap-2.5"><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/products/customer-service/">Sprinklr Service</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/products/consumer-intelligence/">Sprinklr Insights</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/products/marketing-and-advertising/">Sprinklr Marketing</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/products/social-media-management/">Sprinklr Social</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/products/platform/">Unified CXM Platform</a></li></ul></div></div><div class="w-[140px] desktop-lg:w-[200px] flex-none"><p class="text-tablet-sm/heading-6 desktop-lg:text-desktop-large/heading-5">Solutions</p><div class="grid gap-5 text-silverGray desktop-sm:grid-cols-1 desktop-sm:gap-y-2 desktop-sm:border-0 pt-6 grid-cols-1 border-t border-cometBlack"><div class="grid grid-flow-row gap-10 desktop-sm:gap-y-10 auto-cols-fr max-desktop-sm:grid-flow-col"><div><p class="max-tablet-sm:text-mobile-sm/overline-3 text-white uppercase mb-4 tablet-sm:mb-6 desktop-sm:mb-2 desktop-lg:mb-3.5 text-mobile-sm/overline-3 tablet-sm:text-tablet-sm/overline-3">Industries</p><ul class="flex flex-col gap-4 tablet-sm:gap-5 desktop-sm:gap-2 text-silverGray"><li class="block hover:underline"><a href="/industries/cpg/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">CPG</span></a></li><li class="block hover:underline"><a href="/industries/financial-services/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Financial Services</span></a></li><li class="block hover:underline"><a href="/industries/government/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Government</span></a></li><li class="block hover:underline"><a href="/industries/retail/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Retail</span></a></li><li class="block hover:underline"><a href="/industries/technology/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Technology</span></a></li><li class="block hover:underline"><a href="/industries/telecom/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Telecommunication</span></a></li><li class="block hover:underline"><a href="/industries/travel-hospitality/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Travel & Hospitality</span></a></li></ul></div><div><p class="max-tablet-sm:text-mobile-sm/overline-3 text-white uppercase mb-4 tablet-sm:mb-6 desktop-sm:mb-2 desktop-lg:mb-3.5 text-mobile-sm/overline-3 tablet-sm:text-tablet-sm/overline-3">Teams</p><ul class="flex flex-col gap-4 tablet-sm:gap-5 desktop-sm:gap-2 text-silverGray"><li class="block hover:underline"><a href="/teams/marketing/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Marketing</span></a></li><li class="block hover:underline"><a href="/teams/customer-service/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Customer Service</span></a></li></ul></div></div></div></div><div class="w-[140px] desktop-lg:w-[200px] flex-none"><p class="text-tablet-sm/heading-6 desktop-lg:text-desktop-large/heading-5">Company</p><div class="grid gap-5 text-silverGray grid-cols-2 desktop-sm:grid-cols-1 desktop-sm:gap-y-2 border-t border-cometBlack desktop-sm:border-0 pt-6"><ul class="flex flex-col gap-y-4 tablet-sm:gap-y-6 desktop-sm:gap-2.5"><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/our-story/">Our Story</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/newsroom/">Newsroom</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/partners/">Partners</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 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Misalignment within the organization \",\"nodeType\":\"text\"}\n1ff:{}\n200:[]\n1fe:{\"data\":\"$1ff\",\"marks\":\"$200\",\"value\":\"-The lack of timely, "])</script><script>self.__next_f.push([1,"regular and transparent communication can cause confusion within the organization creating a discord between teams and what they are expected to deliver. \",\"nodeType\":\"text\"}\n1f9:[\"$1fa\",\"$1fe\"]\n1f7:{\"data\":\"$1f8\",\"content\":\"$1f9\",\"nodeType\":\"paragraph\"}\n206:{\"width\":2582,\"height\":1360}\n205:{\"size\":182421,\"image\":\"$206\"}\n204:{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/52YohFh3MVFcabXGPS0dSn/d36c18e655d2c6d4468ff3fc151d6775/Screenshot_2023-07-12_at_8.13_1.png\",\"details\":\"$205\",\"fileName\":\"Screenshot 2023-07-12 at 8.13 1.png\",\"contentType\":\"image/png\"}\n203:{\"id\":\"52YohFh3MVFcabXGPS0dSn\",\"title\":\"Table that shows the consequences if critical change components are missed\",\"description\":\"\",\"file\":\"$204\"}\n202:{\"target\":\"$203\"}\n207:[]\n201:{\"data\":\"$202\",\"content\":\"$207\",\"nodeType\":\"embedded-asset-block\"}\n209:{}\n20c:{}\n20d:[]\n20b:{\"data\":\"$20c\",\"marks\":\"$20d\",\"value\":\"The outcome of managing change versus leaving it unmanaged can vary drastically. 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Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Jayadeep Subhashis\"}\n2ae:{\"width\":1737,\"height\":1737}\n2ad:{\"size\":3916019,\"image\":\"$2ae\"}\n2ac:{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/sAfZXcgx9PYudmZjm7RNw/27b08ef6077b10270baea4389fdc6569/Jaydeep.png\",\"details\":\"$2ad\",\"fileName\":\"Jaydeep.png\",\"contentType\":\"image/png\"}\n2ab:{\"id\":\"sAfZXcgx9PYudmZjm7RNw\",\"title\":\"Jayadeep\",\"file\":\"$2ac\"}\n2b0:{}\n2b3:{}\n2b6:{}\n2b7:[]\n2b5:{\"data\":\"$2b6\",\"marks\":\"$2b7\",\"value\":\"With more than a decade of content marketing experience, Jayadeep is a senior B2B content creator and editor skilled in concise and elaborate storytelling. When he is not engaged in weaving compelling stories for Sprinklr, you will find him conversing with his dad about world history, music, movies, and books (mostly fiction). An avid traveler, Jayadeep meticulously plans the extended weekends ahead of time, ensuring his camera gear is ready to capture the safari adventures. He spends hours observing wildlife behavior, cut off from the internet, which, according to him, is a liberating e"])</script><script>self.__next_f.push([1,"xperience.\",\"nodeType\":\"text\"}\n2b4:[\"$2b5\"]\n2b2:{\"data\":\"$2b3\",\"content\":\"$2b4\",\"nodeType\":\"paragraph\"}\n2b1:[\"$2b2\"]\n2af:{\"data\":\"$2b0\",\"content\":\"$2b1\",\"nodeType\":\"document\"}\n2aa:{\"contentType\":\"person\",\"id\":\"52Cq6EMSm9lrw6syZiwcav\",\"entryTitle\":\"Jayadeep Subhashis\",\"name\":\"Jayadeep Subhashis\",\"title\":\"Senior Content Specialist\",\"companyDivision\":\"Sprinklr\",\"image\":\"$2ab\",\"type\":\"BLOG_AUTHOR\",\"bio\":\"$2af\",\"slug\":\"jayadeep-subhashis\"}\n2a8:{\"contentType\":\"blogAuthorPage\",\"id\":\"140mUbUKJvo7brzU6hhqpe\",\"authorName\":\" Jayadeep Subhashis\",\"metadata\":\"$2a9\",\"person\":\"$2aa\",\"personalization\":\"Lazy\"}\n297:[\"$298\",\"$2a8\"]\n2b9:{}\n2bc:{}\n2bf:[]\n2c0:{}\n2be:{\"nodeType\":\"text\",\"value\":\"What is a change management model? \",\"marks\":\"$2bf\",\"data\":\"$2c0\"}\n2bd:[\"$2be\"]\n2bb:{\"nodeType\":\"heading-2\",\"data\":\"$2bc\",\"content\":\"$2bd\"}\n2c2:{}\n2c5:[]\n2c6:{}\n2c4:{\"nodeType\":\"text\",\"value\":\"A change management model is a structured approach to transitioning individuals, teams and organizations from their current state to a desired future state. These models serve as a roadmap for effectively implementing change, ensuring that every step is strategically planned and executed. \",\"marks\":\"$2c5\",\"data\":\"$2c6\"}\n2c3:[\"$2c4\"]\n2c1:{\"nodeType\":\"paragraph\",\"data\":\"$2c2\",\"content\":\"$2c3\"}\n2c8:{}\n2cb:[]\n2cc:{}\n2ca:{\"nodeType\":\"text\",\"value\":\"In the dynamic world of \",\"marks\":\"$2cb\",\"data\":\"$2cc\"}\n2ce:{\"uri\":\"https://www.sprinklr.com/cxm/what-is-customer-service/\"}\n2d2:{\"type\":\"underline\"}\n2d1:[\"$2d2\"]\n2d3:{}\n2d0:{\"nodeType\":\"text\",\"value\":\"customer service\",\"marks\":\"$2d1\",\"data\":\"$2d3\"}\n2cf:[\"$2d0\"]\n2cd:{\"nodeType\":\"hyperlink\",\"data\":\"$2ce\",\"content\":\"$2cf\"}\n2d5:[]\n2d6:{}\n2d4:{\"nodeType\":\"text\",\"value\":\", these models are essential for navigating technological advancements, evolving customer expectations and operational shifts. By providing a clear roadmap, change management models ensure that changes are implemented smoothly, minimizing disruptions and maximizing efficiency. \",\"marks\":\"$2d5\",\"data\":\"$2d6\"}\n2c9:[\"$2ca\",\"$2cd\",\"$2d4\"]\n2c7:{\"nodeType\":\"p"])</script><script>self.__next_f.push([1,"aragraph\",\"data\":\"$2c8\",\"content\":\"$2c9\"}\n2d8:{}\n2db:[]\n2dc:{}\n2da:{\"nodeType\":\"text\",\"value\":\"However, it's crucial to remember that successful change management goes beyond technical implementation. It's equally important to address the human element, considering how change impacts employees' roles, responsibilities and overall job satisfaction. By fostering a culture of adaptability and prioritizing employee well-being, you can enhance your ability to deliver exceptional customer experiences. \",\"marks\":\"$2db\",\"data\":\"$2dc\"}\n2d9:[\"$2da\"]\n2d7:{\"nodeType\":\"paragraph\",\"data\":\"$2d8\",\"content\":\"$2d9\"}\n2de:{}\n2e1:[]\n2e2:{}\n2e0:{\"nodeType\":\"text\",\"value\":\"To illustrate, consider a traditional brick-and-mortar retailer struggling to compete with online giants. To stay relevant, they invest heavily in \",\"marks\":\"$2e1\",\"data\":\"$2e2\"}\n2e4:{\"uri\":\"https://www.sprinklr.com/cxm/omnichannel-customer-experience/\"}\n2e8:{\"type\":\"underline\"}\n2e7:[\"$2e8\"]\n2e9:{}\n2e6:{\"nodeType\":\"text\",\"value\":\"omnichannel customer experiences\",\"marks\":\"$2e7\",\"data\":\"$2e9\"}\n2e5:[\"$2e6\"]\n2e3:{\"nodeType\":\"hyperlink\",\"data\":\"$2e4\",\"content\":\"$2e5\"}\n2eb:[]\n2ec:{}\n2ea:{\"nodeType\":\"text\",\"value\":\", including buying online, picking up in-store options and using advanced inventory management systems. Without a comprehensive change management strategy, this transformation could be met with resistance from store managers, confusion among employees and a subpar customer experience. \",\"marks\":\"$2eb\",\"data\":\"$2ec\"}\n2df:[\"$2e0\",\"$2e3\",\"$2ea\"]\n2dd:{\"nodeType\":\"paragraph\",\"data\":\"$2de\",\"content\":\"$2df\"}\n2ee:{}\n2f1:[]\n2f2:{}\n2f0:{\"nodeType\":\"text\",\"value\":\"By implementing a well-structured change management model, the retailer can effectively address these challenges, ensuring a smooth transition and maximizing the benefits of the new strategy. \",\"marks\":\"$2f1\",\"data\":\"$2f2\"}\n2ef:[\"$2f0\"]\n2ed:{\"nodeType\":\"paragraph\",\"data\":\"$2ee\",\"content\":\"$2ef\"}\n2f4:{}\n2f7:[]\n2f8:{}\n2f6:{\"nodeType\":\"text\",\"value\":\"Change management theory vs. change management model \",\"marks\""])</script><script>self.__next_f.push([1,":\"$2f7\",\"data\":\"$2f8\"}\n2f5:[\"$2f6\"]\n2f3:{\"nodeType\":\"heading-3\",\"data\":\"$2f4\",\"content\":\"$2f5\"}\n2fa:{}\n2fd:[]\n2fe:{}\n2fc:{\"nodeType\":\"text\",\"value\":\"Understanding the difference between change management theory and model is very important. 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\",\"marks\":\"$31d\",\"data\":\"$31e\"}\n317:[\"$318\",\"$31c\"]\n315:{\"nodeType\":\"paragraph\",\"data\":\"$316\",\"content\":\"$317\"}\n314:[\"$315\"]\n312:{\"nodeType\":\"table-header-cell\",\"data\":\"$313\",\"content\":\"$314\"}\n320:{}\n323:{}\n327:{\"type\":\"bold\"}\n326:[\"$327\"]\n328:{}\n325:{\"nodeType\":\"text\",\"value\":\"Change management model\",\"marks\":\"$326\",\"data\":\"$328\"}\n32a:[]\n32b:{}\n329:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$32a\",\"data\":\"$32b\"}\n324:[\"$325\",\"$329\"]\n322:{\"nodeType\":\"paragraph\",\"data\":\"$323\",\"content\":\"$324\"}\n321:[\"$322\"]\n31f:{\"nodeType\":\"table-header-cell\",\"data\":\"$320\",\"content\":\"$321\"}\n304:[\"$305\",\"$312\",\"$31f\"]\n302:{\"nodeType\":\"table-row\",\"data\":\"$303\",\"content\":\"$304\"}\n32d:{}\n330:{}\n333:{}\n337:{\"type\":\"bold\"}\n336:[\"$337\"]\n338:{}\n335:{\"nodeType\":\"text\",\"value\":\"Definition\",\"marks\":\"$336\",\"data\":\"$338\"}\n334:[\"$335\"]\n332:{\"nodeType\":\"paragraph\",\"data\":\"$333\",\"content\":\"$334\"}\n331:[\"$332\"]\n32f:{\"nodeType\":\"table-cell\",\"data\":\"$330\",\"content\":\"$331\"}\n33a:{}\n33d:{}\n340:[]\n341:{}\n33f:{\"nodeType\":\"text\",\"value\":\"Explains how and why change occurs \",\"marks\":\"$340\",\"data\":\"$341\"}\n33"])</script><script>self.__next_f.push([1,"e:[\"$33f\"]\n33c:{\"nodeType\":\"paragraph\",\"data\":\"$33d\",\"content\":\"$33e\"}\n33b:[\"$33c\"]\n339:{\"nodeType\":\"table-cell\",\"data\":\"$33a\",\"content\":\"$33b\"}\n343:{}\n346:{}\n349:[]\n34a:{}\n348:{\"nodeType\":\"text\",\"value\":\"Provides a step-by-step guide to implementing change \",\"marks\":\"$349\",\"data\":\"$34a\"}\n347:[\"$348\"]\n345:{\"nodeType\":\"paragraph\",\"data\":\"$346\",\"content\":\"$347\"}\n344:[\"$345\"]\n342:{\"nodeType\":\"table-cell\",\"data\":\"$343\",\"content\":\"$344\"}\n32e:[\"$32f\",\"$339\",\"$342\"]\n32c:{\"nodeType\":\"table-row\",\"data\":\"$32d\",\"content\":\"$32e\"}\n34c:{}\n34f:{}\n352:{}\n356:{\"type\":\"bold\"}\n355:[\"$356\"]\n357:{}\n354:{\"nodeType\":\"text\",\"value\":\"Focus\",\"marks\":\"$355\",\"data\":\"$357\"}\n359:[]\n35a:{}\n358:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$359\",\"data\":\"$35a\"}\n353:[\"$354\",\"$358\"]\n351:{\"nodeType\":\"paragraph\",\"data\":\"$352\",\"content\":\"$353\"}\n350:[\"$351\"]\n34e:{\"nodeType\":\"table-cell\",\"data\":\"$34f\",\"content\":\"$350\"}\n35c:{}\n35f:{}\n362:[]\n363:{}\n361:{\"nodeType\":\"text\",\"value\":\"Provides a general understanding of the change process. \",\"marks\":\"$362\",\"data\":\"$363\"}\n360:[\"$361\"]\n35e:{\"nodeType\":\"paragraph\",\"data\":\"$35f\",\"content\":\"$360\"}\n35d:[\"$35e\"]\n35b:{\"nodeType\":\"table-cell\",\"data\":\"$35c\",\"content\":\"$35d\"}\n365:{}\n368:{}\n36b:[]\n36c:{}\n36a:{\"nodeType\":\"text\",\"value\":\"Offers a practical framework for guiding change initiatives. \",\"marks\":\"$36b\",\"data\":\"$36c\"}\n369:[\"$36a\"]\n367:{\"nodeType\":\"paragraph\",\"data\":\"$368\",\"content\":\"$369\"}\n366:[\"$367\"]\n364:{\"nodeType\":\"table-cell\",\"data\":\"$365\",\"content\":\"$366\"}\n34d:[\"$34e\",\"$35b\",\"$364\"]\n34b:{\"nodeType\":\"table-row\",\"data\":\"$34c\",\"content\":\"$34d\"}\n36e:{}\n371:{}\n374:{}\n378:{\"type\":\"bold\"}\n377:[\"$378\"]\n379:{}\n376:{\"nodeType\":\"text\",\"value\":\"Scope\",\"marks\":\"$377\",\"data\":\"$379\"}\n37b:[]\n37c:{}\n37a:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$37b\",\"data\":\"$37c\"}\n375:[\"$376\",\"$37a\"]\n373:{\"nodeType\":\"paragraph\",\"data\":\"$374\",\"content\":\"$375\"}\n372:[\"$373\"]\n370:{\"nodeType\":\"table-cell\",\"data\":\"$371\",\"content\":\"$372\"}\n37e:{}\n381:{}\n384:[]\n385:{}\n383:{\"nodeType\":\"text\",\"value\":\"Broad and conceptual. \",\"marks\":\"$384\",\"data\":\"$38"])</script><script>self.__next_f.push([1,"5\"}\n382:[\"$383\"]\n380:{\"nodeType\":\"paragraph\",\"data\":\"$381\",\"content\":\"$382\"}\n37f:[\"$380\"]\n37d:{\"nodeType\":\"table-cell\",\"data\":\"$37e\",\"content\":\"$37f\"}\n387:{}\n38a:{}\n38d:[]\n38e:{}\n38c:{\"nodeType\":\"text\",\"value\":\"Specific and actionable. \",\"marks\":\"$38d\",\"data\":\"$38e\"}\n38b:[\"$38c\"]\n389:{\"nodeType\":\"paragraph\",\"data\":\"$38a\",\"content\":\"$38b\"}\n388:[\"$389\"]\n386:{\"nodeType\":\"table-cell\",\"data\":\"$387\",\"content\":\"$388\"}\n36f:[\"$370\",\"$37d\",\"$386\"]\n36d:{\"nodeType\":\"table-row\",\"data\":\"$36e\",\"content\":\"$36f\"}\n390:{}\n393:{}\n396:{}\n39a:{\"type\":\"bold\"}\n399:[\"$39a\"]\n39b:{}\n398:{\"nodeType\":\"text\",\"value\":\"Application\",\"marks\":\"$399\",\"data\":\"$39b\"}\n39d:[]\n39e:{}\n39c:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$39d\",\"data\":\"$39e\"}\n397:[\"$398\",\"$39c\"]\n395:{\"nodeType\":\"paragraph\",\"data\":\"$396\",\"content\":\"$397\"}\n394:[\"$395\"]\n392:{\"nodeType\":\"table-cell\",\"data\":\"$393\",\"content\":\"$394\"}\n3a0:{}\n3a3:{}\n3a6:[]\n3a7:{}\n3a5:{\"nodeType\":\"text\",\"value\":\"Includes understanding the principles of change, such as how to motivate employees and foster acceptance \",\"marks\":\"$3a6\",\"data\":\"$3a7\"}\n3a4:[\"$3a5\"]\n3a2:{\"nodeType\":\"paragraph\",\"data\":\"$3a3\",\"content\":\"$3a4\"}\n3a1:[\"$3a2\"]\n39f:{\"nodeType\":\"table-cell\",\"data\":\"$3a0\",\"content\":\"$3a1\"}\n3a9:{}\n3ac:{}\n3af:[]\n3b0:{}\n3ae:{\"nodeType\":\"text\",\"value\":\"Includes planning, implementation and evaluation of change initiatives. \",\"marks\":\"$3af\",\"data\":\"$3b0\"}\n3ad:[\"$3ae\"]\n3ab:{\"nodeType\":\"paragraph\",\"data\":\"$3ac\",\"content\":\"$3ad\"}\n3aa:[\"$3ab\"]\n3a8:{\"nodeType\":\"table-cell\",\"data\":\"$3a9\",\"content\":\"$3aa\"}\n391:[\"$392\",\"$39f\",\"$3a8\"]\n38f:{\"nodeType\":\"table-row\",\"data\":\"$390\",\"content\":\"$391\"}\n3b2:{}\n3b5:{}\n3b8:{}\n3bc:{\"type\":\"bold\"}\n3bb:[\"$3bc\"]\n3bd:{}\n3ba:{\"nodeType\":\"text\",\"value\":\"Implications for customer service\",\"marks\":\"$3bb\",\"data\":\"$3bd\"}\n3bf:[]\n3c0:{}\n3be:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$3bf\",\"data\":\"$3c0\"}\n3b9:[\"$3ba\",\"$3be\"]\n3b7:{\"nodeType\":\"paragraph\",\"data\":\"$3b8\",\"content\":\"$3b9\"}\n3b6:[\"$3b7\"]\n3b4:{\"nodeType\":\"table-cell\",\"data\":\"$3b5\",\"content\":\"$3b6\"}\n3c2:{}\n3c5:{}\n3c8:[]\n3c9:{}\n3c7:{\"nod"])</script><script>self.__next_f.push([1,"eType\":\"text\",\"value\":\"Helps understand customer resistance and behavior during changes, such as why customers might resist changes \",\"marks\":\"$3c8\",\"data\":\"$3c9\"}\n3c6:[\"$3c7\"]\n3c4:{\"nodeType\":\"paragraph\",\"data\":\"$3c5\",\"content\":\"$3c6\"}\n3c3:[\"$3c4\"]\n3c1:{\"nodeType\":\"table-cell\",\"data\":\"$3c2\",\"content\":\"$3c3\"}\n3cb:{}\n3ce:{}\n3d1:[]\n3d2:{}\n3d0:{\"nodeType\":\"text\",\"value\":\"Provides clear steps for improving customer service processes, such as steps to implement a new protocol. \",\"marks\":\"$3d1\",\"data\":\"$3d2\"}\n3cf:[\"$3d0\"]\n3cd:{\"nodeType\":\"paragraph\",\"data\":\"$3ce\",\"content\":\"$3cf\"}\n3cc:[\"$3cd\"]\n3ca:{\"nodeType\":\"table-cell\",\"data\":\"$3cb\",\"content\":\"$3cc\"}\n3b3:[\"$3b4\",\"$3c1\",\"$3ca\"]\n3b1:{\"nodeType\":\"table-row\",\"data\":\"$3b2\",\"content\":\"$3b3\"}\n301:[\"$302\",\"$32c\",\"$34b\",\"$36d\",\"$38f\",\"$3b1\"]\n2ff:{\"nodeType\":\"table\",\"data\":\"$300\",\"content\":\"$301\"}\n3d4:{}\n3d7:[]\n3d8:{}\n3d6:{\"nodeType\":\"text\",\"value\":\"Let’s dive straight into our eight change management models.\",\"marks\":\"$3d7\",\"data\":\"$3d8\"}\n3d5:[\"$3d6\"]\n3d3:{\"nodeType\":\"paragraph\",\"data\":\"$3d4\",\"content\":\"$3d5\"}\n3dd:{\"contentType\":\"headingText\",\"id\":\"25CC4vL4XjbzVyXCWc44nR\",\"name\":\"Lewin’s change management model\",\"title\":\"Lewin’s change management model\"}\n3de:{\"contentType\":\"headingText\",\"id\":\"5f2TKozERxA2sJ1a2iyuTB\",\"name\":\"Kotter’s eight-step change management model\",\"title\":\"Kotter’s eight-step change management model\"}\n3df:{\"contentType\":\"headingText\",\"id\":\"4EtXI0ZbgUjJ9rh4gjdVsE\",\"name\":\"ADKAR change management model\",\"title\":\"ADKAR change management model\"}\n3e0:{\"contentType\":\"headingText\",\"id\":\"2FgWji0qTaViq0LaqjfSFn\",\"name\":\"Nudge theory\",\"title\":\"Nudge theory\"}\n3e1:{\"contentType\":\"headingText\",\"id\":\"2OZwVYFN8Dv4PEm8z1EcjH\",\"name\":\"McKinsey 7-S framework\",\"title\":\"McKinsey 7-S framework\"}\n3e2:{\"contentType\":\"headingText\",\"id\":\"7hPrRCyaLOp5J8nD6qNeKG\",\"name\":\"Kubler-Ross change curve\",\"title\":\"Kubler-Ross change curve\"}\n3e3:{\"contentType\":\"headingText\",\"id\":\"5bIZmiuffvifOfx0fO5XIn\",\"name\":\"Bridges’ transition model\",\"title\":\"Bridges’ transition model\"}\n"])</script><script>self.__next_f.push([1,"3e4:{\"contentType\":\"headingText\",\"id\":\"7v8mhwmEAEAZ3fL3y9OEHE\",\"name\":\"PDCA Cycle\",\"title\":\"PDCA Cycle\"}\n3dc:[\"$3dd\",\"$3de\",\"$3df\",\"$3e0\",\"$3e1\",\"$3e2\",\"$3e3\",\"$3e4\"]\n3db:{\"contentType\":\"tableOfContentHeadings\",\"id\":\"2OOr2rEfgS6urK3s0I9WzS\",\"title\":\"Eight change management models\",\"headings\":\"$3dc\",\"hasSingleColumn\":true,\"hasNumberedList\":true}\n3da:{\"target\":\"$3db\"}\n3e5:[]\n3d9:{\"nodeType\":\"embedded-entry-block\",\"data\":\"$3da\",\"content\":\"$3e5\"}\n3e7:{}\n3ea:[]\n3eb:{}\n3e9:{\"nodeType\":\"text\",\"value\":\"As we discuss these models, we also illuminate how they can be applied to customer service functions planning to change. \",\"marks\":\"$3ea\",\"data\":\"$3eb\"}\n3e8:[\"$3e9\"]\n3e6:{\"nodeType\":\"paragraph\",\"data\":\"$3e7\",\"content\":\"$3e8\"}\n3ed:{}\n3f0:[]\n3f1:{}\n3ef:{\"nodeType\":\"text\",\"value\":\"Lewin’s change management model \",\"marks\":\"$3f0\",\"data\":\"$3f1\"}\n3ee:[\"$3ef\"]\n3ec:{\"nodeType\":\"heading-4\",\"data\":\"$3ed\",\"content\":\"$3ee\"}\n3f3:{}\n3f7:{\"type\":\"bold\"}\n3f6:[\"$3f7\"]\n3f8:{}\n3f5:{\"nodeType\":\"text\",\"value\":\"🔬 Kurt Lewin, a social psychologist\",\"marks\":\"$3f6\",\"data\":\"$3f8\"}\n3f4:[\"$3f5\"]\n3f2:{\"nodeType\":\"paragraph\",\"data\":\"$3f3\",\"content\":\"$3f4\"}\n3fa:{}\n3fe:{\"type\":\"bold\"}\n3fd:[\"$3fe\"]\n3ff:{}\n3fc:{\"nodeType\":\"text\",\"value\":\"🗓️ 1950s\",\"marks\":\"$3fd\",\"data\":\"$3ff\"}\n401:[]\n402:{}\n400:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$401\",\"data\":\"$402\"}\n3fb:[\"$3fc\",\"$400\"]\n3f9:{\"nodeType\":\"paragraph\",\"data\":\"$3fa\",\"content\":\"$3fb\"}\n404:{}\n408:{\"type\":\"bold\"}\n407:[\"$408\"]\n409:{}\n406:{\"nodeType\":\"text\",\"value\":\"💡 Focuses on the dynamics of group behavior and the importance of understanding and facilitating change in a structured manner.\",\"marks\":\"$407\",\"data\":\"$409\"}\n405:[\"$406\"]\n403:{\"nodeType\":\"paragraph\",\"data\":\"$404\",\"content\":\"$405\"}\n40b:{}\n40e:[]\n40f:{}\n40d:{\"nodeType\":\"text\",\"value\":\"Lewin’s change management model is a simple framework that involves three main steps: unfreeze, change and refreeze.\",\"marks\":\"$40e\",\"data\":\"$40f\"}\n40c:[\"$40d\"]\n40a:{\"nodeType\":\"paragraph\",\"data\":\"$40b\",\"content\":\"$40c\"}\n415:{\"width\":4473,\"height\":335"])</script><script>self.__next_f.push([1,"4}\n414:{\"size\":954270,\"image\":\"$415\"}\n413:{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/yLy4md2Jqv16Y2CT0J9eD/b284218895d95772c650bf81056c3253/AdobeStock_536682689.jpeg\",\"details\":\"$414\",\"fileName\":\"AdobeStock_536682689.jpeg\",\"contentType\":\"image/jpeg\"}\n412:{\"id\":\"yLy4md2Jqv16Y2CT0J9eD\",\"title\":\"Lewin change management model\",\"file\":\"$413\"}\n411:{\"target\":\"$412\"}\n416:[]\n410:{\"nodeType\":\"embedded-asset-block\",\"data\":\"$411\",\"content\":\"$416\"}\n418:{}\n41c:{\"type\":\"bold\"}\n41b:[\"$41c\"]\n41d:{}\n41a:{\"nodeType\":\"text\",\"value\":\"Step 1: Unfreeze\",\"marks\":\"$41b\",\"data\":\"$41d\"}\n419:[\"$41a\"]\n417:{\"nodeType\":\"paragraph\",\"data\":\"$418\",\"content\":\"$419\"}\n41f:{}\n422:[]\n423:{}\n421:{\"nodeType\":\"text\",\"value\":\"This step, known as 'Unfreeze’ is a crucial stage in the change management process. It involves breaking down the existing status quo, challenging current beliefs, behaviors and processes and preparing for the upcoming changes. \",\"marks\":\"$422\",\"data\":\"$423\"}\n420:[\"$421\"]\n41e:{\"nodeType\":\"paragraph\",\"data\":\"$41f\",\"content\":\"$420\"}\n428:{}\n42b:{}\n42e:{}\n42f:[]\n42d:{\"data\":\"$42e\",\"marks\":\"$42f\",\"value\":\"⚙️ \",\"nodeType\":\"text\"}\n431:{}\n433:{\"type\":\"bold\"}\n432:[\"$433\"]\n430:{\"data\":\"$431\",\"marks\":\"$432\",\"value\":\"Application to customer service\",\"nodeType\":\"text\"}\n435:{}\n436:[]\n434:{\"data\":\"$435\",\"marks\":\"$436\",\"value\":\" \\n \\nIdentify areas in customer service that need improvement, gather feedback from customers and prepare the team for upcoming changes. This might include training sessions to address service gaps, such as slow response times, long hold times or handling demanding customers. \\n\",\"nodeType\":\"text\"}\n42c:[\"$42d\",\"$430\",\"$434\"]\n42a:{\"data\":\"$42b\",\"content\":\"$42c\",\"nodeType\":\"paragraph\"}\n429:[\"$42a\"]\n427:{\"data\":\"$428\",\"content\":\"$429\",\"nodeType\":\"document\"}\n426:{\"contentType\":\"boxContainer\",\"id\":\"1RS25LNYILLxe5pyMlWMbo\",\"title\":\"Application to customer service\",\"content\":\"$427\",\"padding\":\"SMALL\",\"background\":\"LIGHT\"}\n425:{\"target\":\"$426\"}\n437:[]\n424:{\"nodeType\":\"embedded-entry-block\",\"data\":\"$425\",\"content\":\"$4"])</script><script>self.__next_f.push([1,"37\"}\n439:{}\n43d:{\"type\":\"bold\"}\n43c:[\"$43d\"]\n43e:{}\n43b:{\"nodeType\":\"text\",\"value\":\"Step 2: Change\",\"marks\":\"$43c\",\"data\":\"$43e\"}\n440:[]\n441:{}\n43f:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$440\",\"data\":\"$441\"}\n43a:[\"$43b\",\"$43f\"]\n438:{\"nodeType\":\"paragraph\",\"data\":\"$439\",\"content\":\"$43a\"}\n443:{}\n446:[]\n447:{}\n445:{\"nodeType\":\"text\",\"value\":\"The 'Change' step is a pivotal phase in the change management process. It is in this step that you implement the changes, introducing new processes, behaviors and ways of thinking. \",\"marks\":\"$446\",\"data\":\"$447\"}\n444:[\"$445\"]\n442:{\"nodeType\":\"paragraph\",\"data\":\"$443\",\"content\":\"$444\"}\n44c:{}\n44f:{}\n452:[]\n453:{}\n451:{\"nodeType\":\"text\",\"value\":\"⚙️ \",\"marks\":\"$452\",\"data\":\"$453\"}\n456:{\"type\":\"bold\"}\n455:[\"$456\"]\n457:{}\n454:{\"nodeType\":\"text\",\"value\":\"Application to customer service\",\"marks\":\"$455\",\"data\":\"$457\"}\n459:[]\n45a:{}\n458:{\"nodeType\":\"text\",\"value\":\"\\n\",\"marks\":\"$459\",\"data\":\"$45a\"}\n450:[\"$451\",\"$454\",\"$458\"]\n44e:{\"nodeType\":\"paragraph\",\"data\":\"$44f\",\"content\":\"$450\"}\n45c:{}\n45f:[]\n460:{}\n45e:{\"nodeType\":\"text\",\"value\":\"Roll out new customer service protocols, tools or practices, such as a new \",\"marks\":\"$45f\",\"data\":\"$460\"}\n462:{\"uri\":\"https://www.sprinklr.com/cxm/contact-center-crm/\"}\n466:{\"type\":\"underline\"}\n465:[\"$466\"]\n467:{}\n464:{\"nodeType\":\"text\",\"value\":\"contact center CRM\",\"marks\":\"$465\",\"data\":\"$467\"}\n463:[\"$464\"]\n461:{\"nodeType\":\"hyperlink\",\"data\":\"$462\",\"content\":\"$463\"}\n469:[]\n46a:{}\n468:{\"nodeType\":\"text\",\"value\":\" system or enhanced agent training programs. Ensure continuous support and communication to help the team adapt to these changes. Monitor the implementation closely to address any issues, such as resistance to new processes. \\n\",\"marks\":\"$469\",\"data\":\"$46a\"}\n45d:[\"$45e\",\"$461\",\"$468\"]\n45b:{\"nodeType\":\"paragraph\",\"data\":\"$45c\",\"content\":\"$45d\"}\n44d:[\"$44e\",\"$45b\"]\n44b:{\"nodeType\":\"document\",\"data\":\"$44c\",\"content\":\"$44d\"}\n44a:{\"contentType\":\"boxContainer\",\"id\":\"1dR1bYFDewmKvaXy6HRlLW\",\"title\":\"Application to customer service \",\"content\":\"$44"])</script><script>self.__next_f.push([1,"b\",\"padding\":\"SMALL\",\"background\":\"LIGHT\"}\n449:{\"target\":\"$44a\"}\n46b:[]\n448:{\"nodeType\":\"embedded-entry-block\",\"data\":\"$449\",\"content\":\"$46b\"}\n46d:{}\n471:{\"type\":\"bold\"}\n470:[\"$471\"]\n472:{}\n46f:{\"nodeType\":\"text\",\"value\":\"Step 3: Refreeze\",\"marks\":\"$470\",\"data\":\"$472\"}\n474:[]\n475:{}\n473:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$474\",\"data\":\"$475\"}\n46e:[\"$46f\",\"$473\"]\n46c:{\"nodeType\":\"paragraph\",\"data\":\"$46d\",\"content\":\"$46e\"}\n477:{}\n47a:[]\n47b:{}\n479:{\"nodeType\":\"text\",\"value\":\"In this step, you solidify the new state after the change. This step is crucial for ensuring that changes are embedded into your organization and become the new norm. \",\"marks\":\"$47a\",\"data\":\"$47b\"}\n478:[\"$479\"]\n476:{\"nodeType\":\"paragraph\",\"data\":\"$477\",\"content\":\"$478\"}\n480:{}\n483:{}\n486:{}\n487:[]\n485:{\"data\":\"$486\",\"marks\":\"$487\",\"value\":\"⚙️\",\"nodeType\":\"text\"}\n489:{}\n48b:{\"type\":\"bold\"}\n48a:[\"$48b\"]\n488:{\"data\":\"$489\",\"marks\":\"$48a\",\"value\":\" Application to customer service\",\"nodeType\":\"text\"}\n48d:{}\n48e:[]\n48c:{\"data\":\"$48d\",\"marks\":\"$48e\",\"value\":\" \",\"nodeType\":\"text\"}\n484:[\"$485\",\"$488\",\"$48c\"]\n482:{\"data\":\"$483\",\"content\":\"$484\",\"nodeType\":\"paragraph\"}\n490:{}\n493:{}\n494:[]\n492:{\"data\":\"$493\",\"marks\":\"$494\",\"value\":\"Reinforce new customer service practices, such as adhering to updated service protocols and using enhanced training techniques. Celebrate successes, such as improved customer satisfaction scores, to motivate your team and empower them to make the new processes stick.\",\"nodeType\":\"text\"}\n491:[\"$492\"]\n48f:{\"data\":\"$490\",\"content\":\"$491\",\"nodeType\":\"paragraph\"}\n481:[\"$482\",\"$48f\"]\n47f:{\"data\":\"$480\",\"content\":\"$481\",\"nodeType\":\"document\"}\n47e:{\"contentType\":\"boxContainer\",\"id\":\"29NhltTDQXyf0hBfPNMACl\",\"title\":\"Application to customer service\",\"content\":\"$47f\",\"padding\":\"SMALL\",\"background\":\"LIGHT\"}\n47d:{\"target\":\"$47e\"}\n495:[]\n47c:{\"nodeType\":\"embedded-entry-block\",\"data\":\"$47d\",\"content\":\"$495\"}\n497:{}\n49a:[]\n49b:{}\n499:{\"nodeType\":\"text\",\"value\":\"Kotter’s eight-step change management model \\n \",\"marks\":\"$49a\",\"d"])</script><script>self.__next_f.push([1,"ata\":\"$49b\"}\n498:[\"$499\"]\n496:{\"nodeType\":\"heading-4\",\"data\":\"$497\",\"content\":\"$498\"}\n49d:{}\n4a1:{\"type\":\"bold\"}\n4a0:[\"$4a1\"]\n4a2:{}\n49f:{\"nodeType\":\"text\",\"value\":\"🔬 Dr. John Kotter, founder of Kotter International\",\"marks\":\"$4a0\",\"data\":\"$4a2\"}\n4a4:[]\n4a5:{}\n4a3:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$4a4\",\"data\":\"$4a5\"}\n49e:[\"$49f\",\"$4a3\"]\n49c:{\"nodeType\":\"paragraph\",\"data\":\"$49d\",\"content\":\"$49e\"}\n4a7:{}\n4ab:{\"type\":\"bold\"}\n4aa:[\"$4ab\"]\n4ac:{}\n4a9:{\"nodeType\":\"text\",\"value\":\"🗓️\",\"marks\":\"$4aa\",\"data\":\"$4ac\"}\n4ae:[]\n4af:{}\n4ad:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$4ae\",\"data\":\"$4af\"}\n4b2:{\"type\":\"bold\"}\n4b1:[\"$4b2\"]\n4b3:{}\n4b0:{\"nodeType\":\"text\",\"value\":\"1995\",\"marks\":\"$4b1\",\"data\":\"$4b3\"}\n4b5:[]\n4b6:{}\n4b4:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$4b5\",\"data\":\"$4b6\"}\n4a8:[\"$4a9\",\"$4ad\",\"$4b0\",\"$4b4\"]\n4a6:{\"nodeType\":\"paragraph\",\"data\":\"$4a7\",\"content\":\"$4a8\"}\n4b8:{}\n4bc:{\"type\":\"bold\"}\n4bb:[\"$4bc\"]\n4bd:{}\n4ba:{\"nodeType\":\"text\",\"value\":\"💡Focuses on creating a sense of urgency and building a guiding coalition to drive successful change.\",\"marks\":\"$4bb\",\"data\":\"$4bd\"}\n4b9:[\"$4ba\"]\n4b7:{\"nodeType\":\"paragraph\",\"data\":\"$4b8\",\"content\":\"$4b9\"}\n4c3:{\"width\":2048,\"height\":1976}\n4c2:{\"size\":116890,\"image\":\"$4c3\"}\n4c1:{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/BBw5kQv3952pmnVa2H3Dc/96f3cc0f1c47be24ff73f62ea97d3d02/8Steps_Final_Transparent.png.webp\",\"details\":\"$4c2\",\"fileName\":\"8Steps_Final_Transparent.png.webp\",\"contentType\":\"image/webp\"}\n4c0:{\"id\":\"BBw5kQv3952pmnVa2H3Dc\",\"title\":\"Kotter’s eight-step change management model\",\"file\":\"$4c1\"}\n4bf:{\"target\":\"$4c0\"}\n4c4:[]\n4be:{\"nodeType\":\"embedded-asset-block\",\"data\":\"$4bf\",\"content\":\"$4c4\"}\n4c6:{}\n4ca:{\"type\":\"bold\"}\n4c9:[\"$4ca\"]\n4cb:{}\n4c8:{\"nodeType\":\"text\",\"value\":\"\",\"marks\":\"$4c9\",\"data\":\"$4cb\"}\n4cd:{\"uri\":\"https://www.kotterinc.com/methodology/8-steps/\"}\n4d1:{\"type\":\"underline\"}\n4d2:{\"type\":\"bold\"}\n4d0:[\"$4d1\",\"$4d2\"]\n4d3:{}\n4cf:{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":\"$4d0\",\"data\":\"$4d3\"}\n4ce:[\"$4cf\"]\n4cc:{\"nodeType\":\"hyperlink\",\"data\":\"$4cd\","])</script><script>self.__next_f.push([1,"\"content\":\"$4ce\"}\n4d5:[]\n4d6:{}\n4d4:{\"nodeType\":\"text\",\"value\":\" \\n \\nKotter’s change management model explains the psychology of the people going through a change and suggests eight different steps to tackle it. \",\"marks\":\"$4d5\",\"data\":\"$4d6\"}\n4c7:[\"$4c8\",\"$4cc\",\"$4d4\"]\n4c5:{\"nodeType\":\"paragraph\",\"data\":\"$4c6\",\"content\":\"$4c7\"}\n4d8:{}\n4dc:{\"type\":\"bold\"}\n4db:[\"$4dc\"]\n4dd:{}\n4da:{\"nodeType\":\"text\",\"value\":\"Step 1: Create a sense of urgency: \",\"marks\":\"$4db\",\"data\":\"$4dd\"}\n4df:[]\n4e0:{}\n4de:{\"nodeType\":\"text\",\"value\":\"Highlight the need for change and its importance. Creating urgency ensures that the team understands the necessity of the change and is ready to act. \",\"marks\":\"$4df\",\"data\":\"$4e0\"}\n4d9:[\"$4da\",\"$4de\"]\n4d7:{\"nodeType\":\"paragraph\",\"data\":\"$4d8\",\"content\":\"$4d9\"}\n4e2:{}\n4e6:{\"type\":\"bold\"}\n4e5:[\"$4e6\"]\n4e7:{}\n4e4:{\"nodeType\":\"text\",\"value\":\"Step 2: Build a guiding coalition: \",\"marks\":\"$4e5\",\"data\":\"$4e7\"}\n4e9:[]\n4ea:{}\n4e8:{\"nodeType\":\"text\",\"value\":\"Form a group of influential leaders and stakeholders, such as department heads or senior managers, to support and drive the change. Also, ensure buy-in from key team members and foster a collaborative effort. \",\"marks\":\"$4e9\",\"data\":\"$4ea\"}\n4e3:[\"$4e4\",\"$4e8\"]\n4e1:{\"nodeType\":\"paragraph\",\"data\":\"$4e2\",\"content\":\"$4e3\"}\n4ec:{}\n4f0:{\"type\":\"bold\"}\n4ef:[\"$4f0\"]\n4f1:{}\n4ee:{\"nodeType\":\"text\",\"value\":\"Step 3: Form a strategic vision: \",\"marks\":\"$4ef\",\"data\":\"$4f1\"}\n4f3:[]\n4f4:{}\n4f2:{\"nodeType\":\"text\",\"value\":\"Develop a clear vision and actionable steps to achieve the change. \",\"marks\":\"$4f3\",\"data\":\"$4f4\"}\n4ed:[\"$4ee\",\"$4f2\"]\n4eb:{\"nodeType\":\"paragraph\",\"data\":\"$4ec\",\"content\":\"$4ed\"}\n4f6:{}\n4fa:{\"type\":\"bold\"}\n4f9:[\"$4fa\"]\n4fb:{}\n4f8:{\"nodeType\":\"text\",\"value\":\"Step 4: Enlist a volunteer army: \",\"marks\":\"$4f9\",\"data\":\"$4fb\"}\n4fd:[]\n4fe:{}\n4fc:{\"nodeType\":\"text\",\"value\":\"Persuasively encourage employees to take ownership of the change and actively participate. This approach empowers them and can significantly boost their engagement. \",\"mar"])</script><script>self.__next_f.push([1,"ks\":\"$4fd\",\"data\":\"$4fe\"}\n4f7:[\"$4f8\",\"$4fc\"]\n4f5:{\"nodeType\":\"paragraph\",\"data\":\"$4f6\",\"content\":\"$4f7\"}\n500:{}\n504:{\"type\":\"bold\"}\n503:[\"$504\"]\n505:{}\n502:{\"nodeType\":\"text\",\"value\":\"Step 5: Enable action by removing barriers: \",\"marks\":\"$503\",\"data\":\"$505\"}\n507:[]\n508:{}\n506:{\"nodeType\":\"text\",\"value\":\"Identify obstacles hindering progress. Streamline processes and reduce inefficiencies. \",\"marks\":\"$507\",\"data\":\"$508\"}\n501:[\"$502\",\"$506\"]\n4ff:{\"nodeType\":\"paragraph\",\"data\":\"$500\",\"content\":\"$501\"}\n50a:{}\n50e:{\"type\":\"bold\"}\n50d:[\"$50e\"]\n50f:{}\n50c:{\"nodeType\":\"text\",\"value\":\"Step 6: Generate short-term wins: \",\"marks\":\"$50d\",\"data\":\"$50f\"}\n511:[]\n512:{}\n510:{\"nodeType\":\"text\",\"value\":\"Achieve and celebrate small victories to build momentum. 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Here’s how to go about the change using Kotter’s change management model: \",\"nodeType\":\"text\"}\n53c:[\"$53d\"]\n53a:{\"data\":\"$53b\",\"content\":\"$53c\",\"nodeType\":\"paragraph\"}\n541:{}\n544:{}\n546:{\"type\":\"bold\"}\n545:[\"$546\"]\n543:{\"data\":\"$544\",\"marks\":\"$545\",\"value\":\"⏰ Creating a sense of urgency:\",\"nodeType\":\"text\"}\n548:{}\n549:[]\n547:{\"data\":\"$548\",\"marks\":\"$549\",\"value\":\" You highlight declining \",\"nodeType\":\"text\"}\n54b:{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"}\n54e:{}\n550:{\"type\":\"underline\"}\n54f:[\"$550\"]\n54d:{\"data\":\"$54e\",\"marks\":\"$54f\",\"value\":\"customer satisfaction\",\"nodeType\":\"text\"}\n54c:[\"$54d\"]\n54a:{\"data\":\"$54b\",\"content\":\"$54c\",\"nodeType\":\"hyperlink\"}\n552:{}\n553:[]\n551:{\"data\":\"$552\",\"marks\":\"$553\",\"value\":\", increasing call volumes and lost revenue opportunities to your customer service team by clearly pointing out existing inefficient processes. \",\"nodeType\":\"text\"}\n542:[\"$543\",\"$547\",\"$54a\",\"$551\"]\n540:{\"data\":\"$541\",\"content\":\"$542\",\"nodeType\":\"paragraph\"}\n555:{}\n558:{}\n55a:{\"type\":\"bold\"}\n559:[\"$55a\"]\n557:{\"data\":\"$558\",\"marks\":\"$559\",\"value\":\"👷 Building a guiding coalition:\",\"nodeType\":\"text\"}\n55c:{}\n55d:[]\n55b:{\"data\":\"$55c\",\"marks\":\"$55d\",\"value\":\" After the initial communication, you assemble a cross-functional team of customer service representatives, supervisors, IT and marketing to help drive the change initiative. \",\"nodeType\":\"text\"}\n556:[\"$557\",\"$55b\"]\n554:{\"data\":\"$555\",\"content\":\"$556\",\"nodeType\":\"paragraph\"}\n55f:{}\n562:{}\n564:{\"type\":\"bold\"}\n563:[\"$564\"]\n561:{\"data\":\"$562\",\"marks\":\"$563\",\"value\":\"🎯 Creating a vision:\",\"nodeType\":\"text\"}\n566:{}\n567:[]\n565:{\"data\":\"$566\",\"marks\":\"$567\",\"value\":\" Make sure the newly formed team clearly understands how the new CRM integration with customer service will improve customer experiences and operational effi"])</script><script>self.__next_f.push([1,"ciency. \",\"nodeType\":\"text\"}\n560:[\"$561\",\"$565\"]\n55e:{\"data\":\"$55f\",\"content\":\"$560\",\"nodeType\":\"paragraph\"}\n569:{}\n56c:{}\n56e:{\"type\":\"bold\"}\n56d:[\"$56e\"]\n56b:{\"data\":\"$56c\",\"marks\":\"$56d\",\"value\":\"📧 Communicating the vision:\",\"nodeType\":\"text\"}\n570:{}\n571:[]\n56f:{\"data\":\"$570\",\"marks\":\"$571\",\"value\":\" Conduct town hall meetings, distribute informative materials and utilize internal \",\"nodeType\":\"text\"}\n573:{\"uri\":\"https://www.sprinklr.com/blog/communication-channels/\"}\n576:{}\n578:{\"type\":\"underline\"}\n577:[\"$578\"]\n575:{\"data\":\"$576\",\"marks\":\"$577\",\"value\":\"business communication channels\",\"nodeType\":\"text\"}\n574:[\"$575\"]\n572:{\"data\":\"$573\",\"content\":\"$574\",\"nodeType\":\"hyperlink\"}\n57a:{}\n57b:[]\n579:{\"data\":\"$57a\",\"marks\":\"$57b\",\"value\":\" to share the vision and benefits of your new system to the larger team. \",\"nodeType\":\"text\"}\n56a:[\"$56b\",\"$56f\",\"$572\",\"$579\"]\n568:{\"data\":\"$569\",\"content\":\"$56a\",\"nodeType\":\"paragraph\"}\n57d:{}\n580:{}\n582:{\"type\":\"bold\"}\n581:[\"$582\"]\n57f:{\"data\":\"$580\",\"marks\":\"$581\",\"value\":\"💼 Empowering employees:\",\"nodeType\":\"text\"}\n584:{}\n585:[]\n583:{\"data\":\"$584\",\"marks\":\"$585\",\"value\":\" Provide training and support to equip \",\"nodeType\":\"text\"}\n587:{\"uri\":\"https://www.sprinklr.com/blog/contact-center-agent/\"}\n58a:{}\n58c:{\"type\":\"underline\"}\n58b:[\"$58c\"]\n589:{\"data\":\"$58a\",\"marks\":\"$58b\",\"value\":\"contact center agents\",\"nodeType\":\"text\"}\n588:[\"$589\"]\n586:{\"data\":\"$587\",\"content\":\"$588\",\"nodeType\":\"hyperlink\"}\n58e:{}\n58f:[]\n58d:{\"data\":\"$58e\",\"marks\":\"$58f\",\"value\":\" with the necessary skills to utilize the new CRM system effectively. \",\"nodeType\":\"text\"}\n57e:[\"$57f\",\"$583\",\"$586\",\"$58d\"]\n57c:{\"data\":\"$57d\",\"content\":\"$57e\",\"nodeType\":\"paragraph\"}\n591:{}\n594:{}\n596:{\"type\":\"bold\"}\n595:[\"$596\"]\n593:{\"data\":\"$594\",\"marks\":\"$595\",\"value\":\"🥇 Generating short-term wins:\",\"nodeType\":\"text\"}\n598:{}\n599:[]\n597:{\"data\":\"$598\",\"marks\":\"$599\",\"value\":\" Carefully monitor the contact center performance and celebrate early success, such as improved response times or \",\"nodeType\":\"text\"}\n"])</script><script>self.__next_f.push([1,"59b:{\"uri\":\"https://www.sprinklr.com/cxm/first-contact-resolution/\"}\n59e:{}\n5a0:{\"type\":\"underline\"}\n59f:[\"$5a0\"]\n59d:{\"data\":\"$59e\",\"marks\":\"$59f\",\"value\":\"first-contact resolutions\",\"nodeType\":\"text\"}\n59c:[\"$59d\"]\n59a:{\"data\":\"$59b\",\"content\":\"$59c\",\"nodeType\":\"hyperlink\"}\n5a2:{}\n5a3:[]\n5a1:{\"data\":\"$5a2\",\"marks\":\"$5a3\",\"value\":\". \",\"nodeType\":\"text\"}\n592:[\"$593\",\"$597\",\"$59a\",\"$5a1\"]\n590:{\"data\":\"$591\",\"content\":\"$592\",\"nodeType\":\"paragraph\"}\n5a5:{}\n5a8:{}\n5aa:{\"type\":\"bold\"}\n5a9:[\"$5aa\"]\n5a7:{\"data\":\"$5a8\",\"marks\":\"$5a9\",\"value\":\"🔧 Consolidating gains and producing more change:\",\"nodeType\":\"text\"}\n5ac:{}\n5ad:[]\n5ab:{\"data\":\"$5ac\",\"marks\":\"$5ad\",\"value\":\" Analyze initial results, identify areas for improvement and implement additional enhancements to the CRM system. \",\"nodeType\":\"text\"}\n5a6:[\"$5a7\",\"$5ab\"]\n5a4:{\"data\":\"$5a5\",\"content\":\"$5a6\",\"nodeType\":\"paragraph\"}\n5af:{}\n5b2:{}\n5b4:{\"type\":\"bold\"}\n5b3:[\"$5b4\"]\n5b1:{\"data\":\"$5b2\",\"marks\":\"$5b3\",\"value\":\"⛳ Anchoring new approaches in the culture:\",\"nodeType\":\"text\"}\n5b6:{}\n5b7:[]\n5b5:{\"data\":\"$5b6\",\"marks\":\"$5b7\",\"value\":\" Integrate the new CRM system into daily operations and performance metrics to ensure long-term sustainability.\",\"nodeType\":\"text\"}\n5b0:[\"$5b1\",\"$5b5\"]\n5ae:{\"data\":\"$5af\",\"content\":\"$5b0\",\"nodeType\":\"paragraph\"}\n52c:[\"$52d\",\"$53a\",\"$540\",\"$554\",\"$55e\",\"$568\",\"$57c\",\"$590\",\"$5a4\",\"$5ae\"]\n52a:{\"data\":\"$52b\",\"content\":\"$52c\",\"nodeType\":\"document\"}\n529:{\"contentType\":\"boxContainer\",\"id\":\"2RhzwmF4Plboxv4Wvpr3sD\",\"title\":\" Application to customer service \",\"content\":\"$52a\",\"padding\":\"SMALL\",\"background\":\"LIGHT\"}\n528:{\"target\":\"$529\"}\n5b8:[]\n527:{\"nodeType\":\"embedded-entry-block\",\"data\":\"$528\",\"content\":\"$5b8\"}\n5ba:{}\n5bd:[]\n5be:{}\n5bc:{\"nodeType\":\"text\",\"value\":\"ADKAR change management model \",\"marks\":\"$5bd\",\"data\":\"$5be\"}\n5bb:[\"$5bc\"]\n5b9:{\"nodeType\":\"heading-4\",\"data\":\"$5ba\",\"content\":\"$5bb\"}\n5c0:{}\n5c4:{\"type\":\"bold\"}\n5c3:[\"$5c4\"]\n5c5:{}\n5c2:{\"nodeType\":\"text\",\"value\":\"🔬 Jeff Hiatt, founder of Prosci\",\"marks\":\"$5c3\",\"data\":\"$5c5\"}\n5"])</script><script>self.__next_f.push([1,"c1:[\"$5c2\"]\n5bf:{\"nodeType\":\"paragraph\",\"data\":\"$5c0\",\"content\":\"$5c1\"}\n5c7:{}\n5cb:{\"type\":\"bold\"}\n5ca:[\"$5cb\"]\n5cc:{}\n5c9:{\"nodeType\":\"text\",\"value\":\"🗓️\",\"marks\":\"$5ca\",\"data\":\"$5cc\"}\n5ce:[]\n5cf:{}\n5cd:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$5ce\",\"data\":\"$5cf\"}\n5d2:{\"type\":\"bold\"}\n5d1:[\"$5d2\"]\n5d3:{}\n5d0:{\"nodeType\":\"text\",\"value\":\"Late 90s\",\"marks\":\"$5d1\",\"data\":\"$5d3\"}\n5d5:[]\n5d6:{}\n5d4:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$5d5\",\"data\":\"$5d6\"}\n5c8:[\"$5c9\",\"$5cd\",\"$5d0\",\"$5d4\"]\n5c6:{\"nodeType\":\"paragraph\",\"data\":\"$5c7\",\"content\":\"$5c8\"}\n5d8:{}\n5dc:{\"type\":\"bold\"}\n5db:[\"$5dc\"]\n5dd:{}\n5da:{\"nodeType\":\"text\",\"value\":\"💡 Focuses on the five key building blocks of successful change: Awareness, Desire, Knowledge, Ability and Reinforcement.\",\"marks\":\"$5db\",\"data\":\"$5dd\"}\n5df:[]\n5e0:{}\n5de:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$5df\",\"data\":\"$5e0\"}\n5d9:[\"$5da\",\"$5de\"]\n5d7:{\"nodeType\":\"paragraph\",\"data\":\"$5d8\",\"content\":\"$5d9\"}\n5e2:{}\n5e5:[]\n5e6:{}\n5e4:{\"nodeType\":\"text\",\"value\":\"The ADKAR change management model argues that organizational change is only possible when individuals change. Here are the five steps it talks about:\",\"marks\":\"$5e5\",\"data\":\"$5e6\"}\n5e3:[\"$5e4\"]\n5e1:{\"nodeType\":\"paragraph\",\"data\":\"$5e2\",\"content\":\"$5e3\"}\n5ec:{\"width\":5477,\"height\":2739}\n5eb:{\"size\":1238695,\"image\":\"$5ec\"}\n5ea:{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/2MZmBB1PpXL6fDd6H9udPz/a0d7e214a9529d16020414b960ac20cc/AdobeStock_499209800.jpeg\",\"details\":\"$5eb\",\"fileName\":\"AdobeStock_499209800.jpeg\",\"contentType\":\"image/jpeg\"}\n5e9:{\"id\":\"2MZmBB1PpXL6fDd6H9udPz\",\"title\":\"ADKAR change management model\",\"file\":\"$5ea\"}\n5e8:{\"target\":\"$5e9\"}\n5ed:[]\n5e7:{\"nodeType\":\"embedded-asset-block\",\"data\":\"$5e8\",\"content\":\"$5ed\"}\n5ef:{}\n5f3:{\"type\":\"bold\"}\n5f2:[\"$5f3\"]\n5f4:{}\n5f1:{\"nodeType\":\"text\",\"value\":\"Step 1: Awareness\",\"marks\":\"$5f2\",\"data\":\"$5f4\"}\n5f6:[]\n5f7:{}\n5f5:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$5f6\",\"data\":\"$5f7\"}\n5f0:[\"$5f1\",\"$5f5\"]\n5ee:{\"nodeType\":\"paragraph\",\"data\":\"$5ef\",\"content\":\"$5f0\"}\n5f9:{}\n5fc:[]\n5fd:{}\n5fb:{\"nod"])</script><script>self.__next_f.push([1,"eType\":\"text\",\"value\":\"Create awareness of the need for change. Employees must understand why the change is necessary and what it entails. \",\"marks\":\"$5fc\",\"data\":\"$5fd\"}\n5fa:[\"$5fb\"]\n5f8:{\"nodeType\":\"paragraph\",\"data\":\"$5f9\",\"content\":\"$5fa\"}\n5ff:{}\n603:{\"type\":\"bold\"}\n602:[\"$603\"]\n604:{}\n601:{\"nodeType\":\"text\",\"value\":\"Step 2: Desire\",\"marks\":\"$602\",\"data\":\"$604\"}\n600:[\"$601\"]\n5fe:{\"nodeType\":\"paragraph\",\"data\":\"$5ff\",\"content\":\"$600\"}\n606:{}\n609:[]\n60a:{}\n608:{\"nodeType\":\"text\",\"value\":\"Foster the desire to participate in and support the change. This involves addressing the personal motivations of employees. \",\"marks\":\"$609\",\"data\":\"$60a\"}\n607:[\"$608\"]\n605:{\"nodeType\":\"paragraph\",\"data\":\"$606\",\"content\":\"$607\"}\n60c:{}\n610:{\"type\":\"bold\"}\n60f:[\"$610\"]\n611:{}\n60e:{\"nodeType\":\"text\",\"value\":\"Step 3:\",\"marks\":\"$60f\",\"data\":\"$611\"}\n613:[]\n614:{}\n612:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$613\",\"data\":\"$614\"}\n617:{\"type\":\"bold\"}\n616:[\"$617\"]\n618:{}\n615:{\"nodeType\":\"text\",\"value\":\"Knowledge\",\"marks\":\"$616\",\"data\":\"$618\"}\n60d:[\"$60e\",\"$612\",\"$615\"]\n60b:{\"nodeType\":\"paragraph\",\"data\":\"$60c\",\"content\":\"$60d\"}\n61a:{}\n61d:[]\n61e:{}\n61c:{\"nodeType\":\"text\",\"value\":\"Provide knowledge on how to change. This includes training and education on the new tools, processes or skills required. \",\"marks\":\"$61d\",\"data\":\"$61e\"}\n61b:[\"$61c\"]\n619:{\"nodeType\":\"paragraph\",\"data\":\"$61a\",\"content\":\"$61b\"}\n620:{}\n624:{\"type\":\"bold\"}\n623:[\"$624\"]\n625:{}\n622:{\"nodeType\":\"text\",\"value\":\"Step 4: Ability\",\"marks\":\"$623\",\"data\":\"$625\"}\n627:[]\n628:{}\n626:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$627\",\"data\":\"$628\"}\n621:[\"$622\",\"$626\"]\n61f:{\"nodeType\":\"paragraph\",\"data\":\"$620\",\"content\":\"$621\"}\n62a:{}\n62d:[]\n62e:{}\n62c:{\"nodeType\":\"text\",\"value\":\"Develop the ability to implement the change on a day-to-day basis. This involves practice and support to build proficiency. \",\"marks\":\"$62d\",\"data\":\"$62e\"}\n62b:[\"$62c\"]\n629:{\"nodeType\":\"paragraph\",\"data\":\"$62a\",\"content\":\"$62b\"}\n630:{}\n634:{\"type\":\"bold\"}\n633:[\"$634\"]\n635:{}\n632:{\"nodeType\":\"text\",\"value"])</script><script>self.__next_f.push([1,"\":\"Step 5: Reinforcement\",\"marks\":\"$633\",\"data\":\"$635\"}\n637:[]\n638:{}\n636:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$637\",\"data\":\"$638\"}\n631:[\"$632\",\"$636\"]\n62f:{\"nodeType\":\"paragraph\",\"data\":\"$630\",\"content\":\"$631\"}\n63a:{}\n63d:[]\n63e:{}\n63c:{\"nodeType\":\"text\",\"value\":\"Reinforce the change to ensure it sticks. This includes recognition, rewards and feedback to maintain the new practices. \",\"marks\":\"$63d\",\"data\":\"$63e\"}\n63b:[\"$63c\"]\n639:{\"nodeType\":\"paragraph\",\"data\":\"$63a\",\"content\":\"$63b\"}\n643:{}\n646:{}\n649:{}\n64a:[]\n648:{\"data\":\"$649\",\"marks\":\"$64a\",\"value\":\"⚙️\",\"nodeType\":\"text\"}\n64c:{}\n64e:{\"type\":\"bold\"}\n64d:[\"$64e\"]\n64b:{\"data\":\"$64c\",\"marks\":\"$64d\",\"value\":\" Application to customer service\",\"nodeType\":\"text\"}\n647:[\"$648\",\"$64b\"]\n645:{\"data\":\"$646\",\"content\":\"$647\",\"nodeType\":\"paragraph\"}\n650:{}\n653:{}\n654:[]\n652:{\"data\":\"$653\",\"marks\":\"$654\",\"value\":\"Following the limited capabilities of your existing knowledge base, which adds up to longer resolution times, you propose implementing a new \",\"nodeType\":\"text\"}\n656:{\"uri\":\"https://www.sprinklr.com/blog/knowledge-base-software/\"}\n659:{}\n65b:{\"type\":\"underline\"}\n65a:[\"$65b\"]\n658:{\"data\":\"$659\",\"marks\":\"$65a\",\"value\":\"knowledge base software\",\"nodeType\":\"text\"}\n657:[\"$658\"]\n655:{\"data\":\"$656\",\"content\":\"$657\",\"nodeType\":\"hyperlink\"}\n65d:{}\n65e:[]\n65c:{\"data\":\"$65d\",\"marks\":\"$65e\",\"value\":\" to improve accessibility and efficiency. Do you feel the ADKAR model is the right change management model to go about it? Let's see how the transition would look. \",\"nodeType\":\"text\"}\n651:[\"$652\",\"$655\",\"$65c\"]\n64f:{\"data\":\"$650\",\"content\":\"$651\",\"nodeType\":\"paragraph\"}\n660:{}\n663:{}\n666:{}\n669:{}\n66b:{\"type\":\"bold\"}\n66a:[\"$66b\"]\n668:{\"data\":\"$669\",\"marks\":\"$66a\",\"value\":\"Awareness:\",\"nodeType\":\"text\"}\n66d:{}\n66e:[]\n66c:{\"data\":\"$66d\",\"marks\":\"$66e\",\"value\":\" By clearly communicating the need for a new knowledge base, you can help the employees understand the necessity of the change. Issues like inconsistent information, lengthy resolution times and customer frustr"])</script><script>self.__next_f.push([1,"ation due to repeated questions can be highlighted. \",\"nodeType\":\"text\"}\n667:[\"$668\",\"$66c\"]\n665:{\"data\":\"$666\",\"content\":\"$667\",\"nodeType\":\"paragraph\"}\n664:[\"$665\"]\n662:{\"data\":\"$663\",\"content\":\"$664\",\"nodeType\":\"list-item\"}\n670:{}\n673:{}\n676:{}\n678:{\"type\":\"bold\"}\n677:[\"$678\"]\n675:{\"data\":\"$676\",\"marks\":\"$677\",\"value\":\"Desire:\",\"nodeType\":\"text\"}\n67a:{}\n67b:[]\n679:{\"data\":\"$67a\",\"marks\":\"$67b\",\"value\":\" Emphasize how the new knowledge base will benefit agents by reducing repetitive tasks, improving problem-solving abilities and enhancing job satisfaction. \",\"nodeType\":\"text\"}\n674:[\"$675\",\"$679\"]\n672:{\"data\":\"$673\",\"content\":\"$674\",\"nodeType\":\"paragraph\"}\n671:[\"$672\"]\n66f:{\"data\":\"$670\",\"content\":\"$671\",\"nodeType\":\"list-item\"}\n67d:{}\n680:{}\n683:{}\n685:{\"type\":\"bold\"}\n684:[\"$685\"]\n682:{\"data\":\"$683\",\"marks\":\"$684\",\"value\":\"Knowledge:\",\"nodeType\":\"text\"}\n687:{}\n688:[]\n686:{\"data\":\"$687\",\"marks\":\"$688\",\"value\":\" Provide comprehensive training on the new system's features and functionalities. \",\"nodeType\":\"text\"}\n681:[\"$682\",\"$686\"]\n67f:{\"data\":\"$680\",\"content\":\"$681\",\"nodeType\":\"paragraph\"}\n67e:[\"$67f\"]\n67c:{\"data\":\"$67d\",\"content\":\"$67e\",\"nodeType\":\"list-item\"}\n68a:{}\n68d:{}\n690:{}\n692:{\"type\":\"bold\"}\n691:[\"$692\"]\n68f:{\"data\":\"$690\",\"marks\":\"$691\",\"value\":\"Ability:\",\"nodeType\":\"text\"}\n694:{}\n695:[]\n693:{\"data\":\"$694\",\"marks\":\"$695\",\"value\":\" Offer hands-on practice and support during the transition period. Create opportunities for agents to experiment with the new system and provide feedback. \",\"nodeType\":\"text\"}\n68e:[\"$68f\",\"$693\"]\n68c:{\"data\":\"$68d\",\"content\":\"$68e\",\"nodeType\":\"paragraph\"}\n68b:[\"$68c\"]\n689:{\"data\":\"$68a\",\"content\":\"$68b\",\"nodeType\":\"list-item\"}\n697:{}\n69a:{}\n69d:{}\n69f:{\"type\":\"bold\"}\n69e:[\"$69f\"]\n69c:{\"data\":\"$69d\",\"marks\":\"$69e\",\"value\":\"Reinforcement:\",\"nodeType\":\"text\"}\n6a1:{}\n6a2:[]\n6a0:{\"data\":\"$6a1\",\"marks\":\"$6a2\",\"value\":\" Recognize and reward agents who effectively utilize the knowledge base. 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Thaler (economist and Nobel Laureate)\",\"marks\":\"$6b4\",\"data\":\"$6b6\"}\n6b8:[]\n6b9:{}\n6b7:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$6b8\",\"data\":\"$6b9\"}\n6bc:{\"type\":\"bold\"}\n6bb:[\"$6bc\"]\n6bd:{}\n6ba:{\"nodeType\":\"text\",\"value\":\"and Cass R. Sunstein (Professor, Havard Law School)\",\"marks\":\"$6bb\",\"data\":\"$6bd\"}\n6bf:[]\n6c0:{}\n6be:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$6bf\",\"data\":\"$6c0\"}\n6b2:[\"$6b3\",\"$6b7\",\"$6ba\",\"$6be\"]\n6b0:{\"nodeType\":\"paragraph\",\"data\":\"$6b1\",\"content\":\"$6b2\"}\n6c2:{}\n6c6:{\"type\":\"bold\"}\n6c5:[\"$6c6\"]\n6c7:{}\n6c4:{\"nodeType\":\"text\",\"value\":\"🗓️\",\"marks\":\"$6c5\",\"data\":\"$6c7\"}\n6c9:[]\n6ca:{}\n6c8:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$6c9\",\"data\":\"$6ca\"}\n6cd:{\"type\":\"bold\"}\n6cc:[\"$6cd\"]\n6ce:{}\n6cb:{\"nodeType\":\"text\",\"value\":\"2008\",\"marks\":\"$6cc\",\"data\":\"$6ce\"}\n6c3:[\"$6c4\",\"$6c8\",\"$6cb\"]\n6c1:{\"nodeType\":\"paragraph\",\"data\":\"$6c2\",\"content\":\"$6c3\"}\n6d0:{}\n6d4:{\"type\":\"bold\"}\n6d3:[\"$6d4\"]\n6d5:{}\n6d2:{\"nodeType\":\"text\",\"value\":\"💡Based on the concept that small, subtle changes in the e"])</script><script>self.__next_f.push([1,"nvironment can predictably influence people’s behavior without restricting their freedom of choice.\",\"marks\":\"$6d3\",\"data\":\"$6d5\"}\n6d7:[]\n6d8:{}\n6d6:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$6d7\",\"data\":\"$6d8\"}\n6d1:[\"$6d2\",\"$6d6\"]\n6cf:{\"nodeType\":\"paragraph\",\"data\":\"$6d0\",\"content\":\"$6d1\"}\n6da:{}\n6dd:[]\n6de:{}\n6dc:{\"nodeType\":\"text\",\"value\":\"Nudge theory suggests that minor environmental adjustments or how choices are presented can significantly impact decision-making and behavior. It relies on principles from behavioral economics and psychology. By understanding how people make decisions, organizations can design interventions that \\\"nudge\\\" individuals toward desired behaviors.\",\"marks\":\"$6dd\",\"data\":\"$6de\"}\n6db:[\"$6dc\"]\n6d9:{\"nodeType\":\"paragraph\",\"data\":\"$6da\",\"content\":\"$6db\"}\n6e3:{}\n6e6:{}\n6e9:{}\n6ea:[]\n6e8:{\"data\":\"$6e9\",\"marks\":\"$6ea\",\"value\":\"⚙️\",\"nodeType\":\"text\"}\n6ec:{}\n6ee:{\"type\":\"bold\"}\n6ed:[\"$6ee\"]\n6eb:{\"data\":\"$6ec\",\"marks\":\"$6ed\",\"value\":\" Application to customer service\",\"nodeType\":\"text\"}\n6e7:[\"$6e8\",\"$6eb\"]\n6e5:{\"data\":\"$6e6\",\"content\":\"$6e7\",\"nodeType\":\"paragraph\"}\n6f0:{}\n6f3:{}\n6f4:[]\n6f2:{\"data\":\"$6f3\",\"marks\":\"$6f4\",\"value\":\"Continuing from the example above, to encourage agents to use the knowledge base more frequently, consider these nudges: \",\"nodeType\":\"text\"}\n6f1:[\"$6f2\"]\n6ef:{\"data\":\"$6f0\",\"content\":\"$6f1\",\"nodeType\":\"paragraph\"}\n6f6:{}\n6f9:{}\n6fc:{}\n6ff:{}\n701:{\"type\":\"bold\"}\n700:[\"$701\"]\n6fe:{\"data\":\"$6ff\",\"marks\":\"$700\",\"value\":\"Social proof:\",\"nodeType\":\"text\"}\n703:{}\n704:[]\n702:{\"data\":\"$703\",\"marks\":\"$704\",\"value\":\" Highlight the number of times a specific knowledge article has been viewed or rated positively. This can encourage other agents to use the knowledge base. \\n \",\"nodeType\":\"text\"}\n6fd:[\"$6fe\",\"$702\"]\n6fb:{\"data\":\"$6fc\",\"content\":\"$6fd\",\"nodeType\":\"paragraph\"}\n6fa:[\"$6fb\"]\n6f8:{\"data\":\"$6f9\",\"content\":\"$6fa\",\"nodeType\":\"list-item\"}\n706:{}\n709:{}\n70c:{}\n70e:{\"type\":\"bold\"}\n70d:[\"$70e\"]\n70b:{\"data\":\"$70c\",\"marks\":\"$70d\",\"value\":\"Default options:\",\"nodeType\":\"te"])</script><script>self.__next_f.push([1,"xt\"}\n710:{}\n711:[]\n70f:{\"data\":\"$710\",\"marks\":\"$711\",\"value\":\" When agents receive a customer inquiry, make the \",\"nodeType\":\"text\"}\n713:{\"uri\":\"https://www.sprinklr.com/cxm/knowledge-base/\"}\n716:{}\n718:{\"type\":\"underline\"}\n717:[\"$718\"]\n715:{\"data\":\"$716\",\"marks\":\"$717\",\"value\":\"knowledge base\",\"nodeType\":\"text\"}\n714:[\"$715\"]\n712:{\"data\":\"$713\",\"content\":\"$714\",\"nodeType\":\"hyperlink\"}\n71a:{}\n71b:[]\n719:{\"data\":\"$71a\",\"marks\":\"$71b\",\"value\":\" the default search option. This can subtly guide them to use the resource. \\n \",\"nodeType\":\"text\"}\n70a:[\"$70b\",\"$70f\",\"$712\",\"$719\"]\n708:{\"data\":\"$709\",\"content\":\"$70a\",\"nodeType\":\"paragraph\"}\n707:[\"$708\"]\n705:{\"data\":\"$706\",\"content\":\"$707\",\"nodeType\":\"list-item\"}\n71d:{}\n720:{}\n723:{}\n725:{\"type\":\"bold\"}\n724:[\"$725\"]\n722:{\"data\":\"$723\",\"marks\":\"$724\",\"value\":\"Gamification:\",\"nodeType\":\"text\"}\n727:{}\n728:[]\n726:{\"data\":\"$727\",\"marks\":\"$728\",\"value\":\" Introduce a points system or leaderboard to recognize agents using the knowledge base effectively, creating a friendly competition. \\n \",\"nodeType\":\"text\"}\n721:[\"$722\",\"$726\"]\n71f:{\"data\":\"$720\",\"content\":\"$721\",\"nodeType\":\"paragraph\"}\n71e:[\"$71f\"]\n71c:{\"data\":\"$71d\",\"content\":\"$71e\",\"nodeType\":\"list-item\"}\n72a:{}\n72d:{}\n730:{}\n732:{\"type\":\"bold\"}\n731:[\"$732\"]\n72f:{\"data\":\"$730\",\"marks\":\"$731\",\"value\":\"Loss 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\",\"content\":\"$7e0\",\"padding\":\"SMALL\",\"background\":\"LIGHT\"}\n7de:{\"target\":\"$7df\"}\n87c:[]\n7dd:{\"nodeType\":\"embedded-entry-block\",\"data\":\"$7de\",\"content\":\"$87c\"}\n87e:{}\n881:[]\n882:{}\n880:{\"nodeType\":\"text\",\"value\":\"Kubler-Ross change curve \",\"marks\":\"$881\",\"data\":\"$882\"}\n87f:[\"$880\"]\n87d:{\"nodeType\":\"heading-4\",\"data\":\"$87e\",\"content\":\"$87f\"}\n884:{}\n888:{\"type\":\"bold\"}\n887:[\"$888\"]\n889:{}\n886:{\"nodeType\":\"text\",\"value\":\"🔬 Elisabeth Kübler-Ross, a psychiatrist\",\"marks\":\"$887\",\"data\":\"$889\"}\n885:[\"$886\"]\n883:{\"nodeType\":\"paragraph\",\"data\":\"$884\",\"content\":\"$885\"}\n88b:{}\n88f:{\"type\":\"bold\"}\n88e:[\"$88f\"]\n890:{}\n88d:{\"nodeType\":\"text\",\"v"])</script><script>self.__next_f.push([1,"alue\":\"🗓️\",\"marks\":\"$88e\",\"data\":\"$890\"}\n892:[]\n893:{}\n891:{\"nodeType\":\"text\",\"value\":\" 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It highlights the emotional journey experienced when confronted with change.\",\"marks\":\"$89f\",\"data\":\"$8a1\"}\n8a3:[]\n8a4:{}\n8a2:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$8a3\",\"data\":\"$8a4\"}\n89d:[\"$89e\",\"$8a2\"]\n89b:{\"nodeType\":\"paragraph\",\"data\":\"$89c\",\"content\":\"$89d\"}\n8a6:{}\n8a9:[]\n8aa:{}\n8a8:{\"nodeType\":\"text\",\"value\":\"The Kubler-Ross Change Curve, originally describing the five stages of grief, can also apply to customer and agent reactions during service changes. These stages — shock and denial, anger, bargaining, depression and acceptance — reflect the emotional journey experienced when confronted with change. \",\"marks\":\"$8a9\",\"data\":\"$8aa\"}\n8a7:[\"$8a8\"]\n8a5:{\"nodeType\":\"paragraph\",\"data\":\"$8a6\",\"content\":\"$8a7\"}\n8ac:{}\n8b0:{\"type\":\"bold\"}\n8af:[\"$8b0\"]\n8b1:{}\n8ae:{\"nodeType\":\"text\",\"value\":\"Shock and denial: \",\"marks\":\"$8af\",\"data\":\"$8b1\"}\n8b3:[]\n8b4:{}\n8b2:{\"nodeType\":\"text\",\"value\":\"When faced with service changes, customers might initially resist the need for change. They may feel confused and refuse to accept that the new system or service is better. \",\"marks\":\"$8b3\",\"data\":\"$8b4\"}\n8ad:[\"$8ae\",\"$8b2\"]\n8ab:{\"nodeType\":\"paragraph\",\"data\":\"$8ac\",\"content\":\"$8ad\"}\n8b6:{}\n8ba:{\"type\":\"bold\"}\n8b9:[\"$8ba\"]\n8bb:{}\n8b8:{\"nodeType\":\"text\",\"value\":\"Anger: \",\"marks\":\"$8b9\",\"data\":\"$8bb\"}\n8bd:[]\n8be:{}\n8bc:{\"nodeType\":\"text\",\"value\":\"As the reality of the change sets in, customers might feel frustrated or angry and express dissatisfaction wi"])</script><script>self.__next_f.push([1,"th the new service or system. \",\"marks\":\"$8bd\",\"data\":\"$8be\"}\n8b7:[\"$8b8\",\"$8bc\"]\n8b5:{\"nodeType\":\"paragraph\",\"data\":\"$8b6\",\"content\":\"$8b7\"}\n8c0:{}\n8c4:{\"type\":\"bold\"}\n8c3:[\"$8c4\"]\n8c5:{}\n8c2:{\"nodeType\":\"text\",\"value\":\"Bargaining: \",\"marks\":\"$8c3\",\"data\":\"$8c5\"}\n8c7:[]\n8c8:{}\n8c6:{\"nodeType\":\"text\",\"value\":\"During the bargaining stage, customers might try to negotiate or find ways to return to the old service. They could also request to retain certain aspects of the previous system. \\n \\n\",\"marks\":\"$8c7\",\"data\":\"$8c8\"}\n8cb:{\"type\":\"bold\"}\n8ca:[\"$8cb\"]\n8cc:{}\n8c9:{\"nodeType\":\"text\",\"value\":\"Depression: \",\"marks\":\"$8ca\",\"data\":\"$8cc\"}\n8ce:[]\n8cf:{}\n8cd:{\"nodeType\":\"text\",\"value\":\"Customers may feel overwhelmed or helpless, believing the new service will never meet their needs as effectively as the old one. \",\"marks\":\"$8ce\",\"data\":\"$8cf\"}\n8c1:[\"$8c2\",\"$8c6\",\"$8c9\",\"$8cd\"]\n8bf:{\"nodeType\":\"paragraph\",\"data\":\"$8c0\",\"content\":\"$8c1\"}\n8d1:{}\n8d5:{\"type\":\"bold\"}\n8d4:[\"$8d5\"]\n8d6:{}\n8d3:{\"nodeType\":\"text\",\"value\":\"Acceptance: \",\"marks\":\"$8d4\",\"data\":\"$8d6\"}\n8d8:[]\n8d9:{}\n8d7:{\"nodeType\":\"text\",\"value\":\"Customers begin to accept the change, understand its benefits and integrate it into their routine. They start to use the new service confidently.\",\"marks\":\"$8d8\",\"data\":\"$8d9\"}\n8d2:[\"$8d3\",\"$8d7\"]\n8d0:{\"nodeType\":\"paragraph\",\"data\":\"$8d1\",\"content\":\"$8d2\"}\n8de:{}\n8e1:{}\n8e4:{}\n8e5:[]\n8e3:{\"data\":\"$8e4\",\"marks\":\"$8e5\",\"value\":\"⚙️\",\"nodeType\":\"text\"}\n8e7:{}\n8e9:{\"type\":\"bold\"}\n8e8:[\"$8e9\"]\n8e6:{\"data\":\"$8e7\",\"marks\":\"$8e8\",\"value\":\" Application to customer service\",\"nodeType\":\"text\"}\n8eb:{}\n8ec:[]\n8ea:{\"data\":\"$8eb\",\"marks\":\"$8ec\",\"value\":\" \",\"nodeType\":\"text\"}\n8e2:[\"$8e3\",\"$8e6\",\"$8ea\"]\n8e0:{\"data\":\"$8e1\",\"content\":\"$8e2\",\"nodeType\":\"paragraph\"}\n8ee:{}\n8f1:{}\n8f2:[]\n8f0:{\"data\":\"$8f1\",\"marks\":\"$8f2\",\"value\":\"A significant change in call center \",\"nodeType\":\"text\"}\n8f4:{\"uri\":\"https://www.sprinklr.com/cxm/service-level-agreement/\"}\n8f7:{}\n8f9:{\"type\":\"underline\"}\n8f8:[\"$8f9\"]\n8f6:{\"data\":\"$8f7\",\"marks\":\"$8f8\",\"valu"])</script><script>self.__next_f.push([1,"e\":\"service level agreements (SLAs)\",\"nodeType\":\"text\"}\n8f5:[\"$8f6\"]\n8f3:{\"data\":\"$8f4\",\"content\":\"$8f5\",\"nodeType\":\"hyperlink\"}\n8fb:{}\n8fc:[]\n8fa:{\"data\":\"$8fb\",\"marks\":\"$8fc\",\"value\":\" can also trigger the Kubler-Ross Change Curve among customer service agents:\",\"nodeType\":\"text\"}\n8ef:[\"$8f0\",\"$8f3\",\"$8fa\"]\n8ed:{\"data\":\"$8ee\",\"content\":\"$8ef\",\"nodeType\":\"paragraph\"}\n8fe:{}\n901:{}\n903:{\"type\":\"bold\"}\n902:[\"$903\"]\n900:{\"data\":\"$901\",\"marks\":\"$902\",\"value\":\"😲 Denial:\",\"nodeType\":\"text\"}\n905:{}\n906:[]\n904:{\"data\":\"$905\",\"marks\":\"$906\",\"value\":\" Agents may initially resist the new SLAs, believing they are unrealistic or unattainable. \",\"nodeType\":\"text\"}\n8ff:[\"$900\",\"$904\"]\n8fd:{\"data\":\"$8fe\",\"content\":\"$8ff\",\"nodeType\":\"paragraph\"}\n908:{}\n90b:{}\n90d:{\"type\":\"bold\"}\n90c:[\"$90d\"]\n90a:{\"data\":\"$90b\",\"marks\":\"$90c\",\"value\":\"😡 Anger:\",\"nodeType\":\"text\"}\n90f:{}\n910:[]\n90e:{\"data\":\"$90f\",\"marks\":\"$910\",\"value\":\" Frustration and resentment may arise as agents feel overwhelmed by the increased expectations and pressure to meet new targets.\",\"nodeType\":\"text\"}\n909:[\"$90a\",\"$90e\"]\n907:{\"data\":\"$908\",\"content\":\"$909\",\"nodeType\":\"paragraph\"}\n912:{}\n915:{}\n917:{\"type\":\"bold\"}\n916:[\"$917\"]\n914:{\"data\":\"$915\",\"marks\":\"$916\",\"value\":\"😣 Bargaining:\",\"nodeType\":\"text\"}\n919:{}\n91a:[]\n918:{\"data\":\"$919\",\"marks\":\"$91a\",\"value\":\" Agents might negotiate for more resources or support to meet the new SLAs.\",\"nodeType\":\"text\"}\n913:[\"$914\",\"$918\"]\n911:{\"data\":\"$912\",\"content\":\"$913\",\"nodeType\":\"paragraph\"}\n91c:{}\n91f:{}\n921:{\"type\":\"bold\"}\n920:[\"$921\"]\n91e:{\"data\":\"$91f\",\"marks\":\"$920\",\"value\":\"😞 Depression:\",\"nodeType\":\"text\"}\n923:{}\n924:[]\n922:{\"data\":\"$923\",\"marks\":\"$924\",\"value\":\" A sense of hopelessness and \",\"nodeType\":\"text\"}\n926:{\"uri\":\"https://www.sprinklr.com/blog/call-center-burnout/\"}\n929:{}\n92b:{\"type\":\"underline\"}\n92a:[\"$92b\"]\n928:{\"data\":\"$929\",\"marks\":\"$92a\",\"value\":\"call center burnout\",\"nodeType\":\"text\"}\n927:[\"$928\"]\n925:{\"data\":\"$926\",\"content\":\"$927\",\"nodeType\":\"hyperlink\"}\n92d:{}\n92e:[]\n92c:{\"data\":\"$92d\",\"ma"])</script><script>self.__next_f.push([1,"rks\":\"$92e\",\"value\":\" may set in as agents struggle to consistently meet the standard \",\"nodeType\":\"text\"}\n930:{\"uri\":\"https://www.sprinklr.com/blog/call-center-agent-performance-metrics/\"}\n933:{}\n935:{\"type\":\"underline\"}\n934:[\"$935\"]\n932:{\"data\":\"$933\",\"marks\":\"$934\",\"value\":\"call center agent performance metrics\",\"nodeType\":\"text\"}\n931:[\"$932\"]\n92f:{\"data\":\"$930\",\"content\":\"$931\",\"nodeType\":\"hyperlink\"}\n937:{}\n938:[]\n936:{\"data\":\"$937\",\"marks\":\"$938\",\"value\":\". \",\"nodeType\":\"text\"}\n91d:[\"$91e\",\"$922\",\"$925\",\"$92c\",\"$92f\",\"$936\"]\n91b:{\"data\":\"$91c\",\"content\":\"$91d\",\"nodeType\":\"paragraph\"}\n93a:{}\n93d:{}\n93f:{\"type\":\"bold\"}\n93e:[\"$93f\"]\n93c:{\"data\":\"$93d\",\"marks\":\"$93e\",\"value\":\"🙂 Acceptance:\",\"nodeType\":\"text\"}\n941:{}\n942:[]\n940:{\"data\":\"$941\",\"marks\":\"$942\",\"value\":\" Over time, agents may adapt to the new SLAs and find ways to improve efficiency and productivity.\",\"nodeType\":\"text\"}\n93b:[\"$93c\",\"$940\"]\n939:{\"data\":\"$93a\",\"content\":\"$93b\",\"nodeType\":\"paragraph\"}\n8df:[\"$8e0\",\"$8ed\",\"$8fd\",\"$907\",\"$911\",\"$91b\",\"$939\"]\n8dd:{\"data\":\"$8de\",\"content\":\"$8df\",\"nodeType\":\"document\"}\n8dc:{\"contentType\":\"boxContainer\",\"id\":\"45kkvGolOnEdDvcFiMVsZ4\",\"title\":\"Application to customer service\",\"content\":\"$8dd\",\"padding\":\"SMALL\",\"background\":\"LIGHT\"}\n8db:{\"target\":\"$8dc\"}\n943:[]\n8da:{\"nodeType\":\"embedded-entry-block\",\"data\":\"$8db\",\"content\":\"$943\"}\n945:{}\n948:[]\n949:{}\n947:{\"nodeType\":\"text\",\"value\":\"Bridges’ transition model \",\"marks\":\"$948\",\"data\":\"$949\"}\n946:[\"$947\"]\n944:{\"nodeType\":\"heading-4\",\"data\":\"$945\",\"content\":\"$946\"}\n94b:{}\n94f:{\"type\":\"bold\"}\n94e:[\"$94f\"]\n950:{}\n94d:{\"nodeType\":\"text\",\"value\":\"🔬 William Bridges, a change consultant\",\"marks\":\"$94e\",\"data\":\"$950\"}\n952:[]\n953:{}\n951:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$952\",\"data\":\"$953\"}\n94c:[\"$94d\",\"$951\"]\n94a:{\"nodeType\":\"paragraph\",\"data\":\"$94b\",\"content\":\"$94c\"}\n955:{}\n959:{\"type\":\"bold\"}\n958:[\"$959\"]\n95a:{}\n957:{\"nodeType\":\"text\",\"value\":\"🗓️ 1991\",\"marks\":\"$958\",\"data\":\"$95a\"}\n95c:[]\n95d:{}\n95b:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$95c\",\""])</script><script>self.__next_f.push([1,"data\":\"$95d\"}\n956:[\"$957\",\"$95b\"]\n954:{\"nodeType\":\"paragraph\",\"data\":\"$955\",\"content\":\"$956\"}\n95f:{}\n963:{\"type\":\"bold\"}\n962:[\"$963\"]\n964:{}\n961:{\"nodeType\":\"text\",\"value\":\"💡 Core idea: Emphasizes the emotional and psychological transitions people undergo during change rather than the change itself.\",\"marks\":\"$962\",\"data\":\"$964\"}\n966:[]\n967:{}\n965:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$966\",\"data\":\"$967\"}\n960:[\"$961\",\"$965\"]\n95e:{\"nodeType\":\"paragraph\",\"data\":\"$95f\",\"content\":\"$960\"}\n969:{}\n96c:[]\n96d:{}\n96b:{\"nodeType\":\"text\",\"value\":\"Bridge’s transition model consists of three phases. \",\"marks\":\"$96c\",\"data\":\"$96d\"}\n96a:[\"$96b\"]\n968:{\"nodeType\":\"paragraph\",\"data\":\"$969\",\"content\":\"$96a\"}\n96f:{}\n973:{\"type\":\"bold\"}\n972:[\"$973\"]\n974:{}\n971:{\"nodeType\":\"text\",\"value\":\"Phase 1: Ending, losing, letting go\",\"marks\":\"$972\",\"data\":\"$974\"}\n976:[]\n977:{}\n975:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$976\",\"data\":\"$977\"}\n970:[\"$971\",\"$975\"]\n96e:{\"nodeType\":\"paragraph\",\"data\":\"$96f\",\"content\":\"$970\"}\n979:{}\n97c:[]\n97d:{}\n97b:{\"nodeType\":\"text\",\"value\":\"This phase involves acknowledging and grieving over what is being left behind. People may feel fear or anger and demonstrate resistance. It would help if you addressed customers' concerns and emotions by clearly communicating the reasons for change and how it will benefit them. \",\"marks\":\"$97c\",\"data\":\"$97d\"}\n97a:[\"$97b\"]\n978:{\"nodeType\":\"paragraph\",\"data\":\"$979\",\"content\":\"$97a\"}\n97f:{}\n983:{\"type\":\"bold\"}\n982:[\"$983\"]\n984:{}\n981:{\"nodeType\":\"text\",\"value\":\"Phase 2: The neutral zone\",\"marks\":\"$982\",\"data\":\"$984\"}\n980:[\"$981\"]\n97e:{\"nodeType\":\"paragraph\",\"data\":\"$97f\",\"content\":\"$980\"}\n986:{}\n989:[]\n98a:{}\n988:{\"nodeType\":\"text\",\"value\":\"This phase is a period of confusion and uncertainty as people transition between the old and new ways. Try to provide support and reassurance to customers. Use feedback to adjust the transition process as needed. \",\"marks\":\"$989\",\"data\":\"$98a\"}\n987:[\"$988\"]\n985:{\"nodeType\":\"paragraph\",\"data\":\"$986\",\"content\":\"$987\"}\n98c:{}\n990:"])</script><script>self.__next_f.push([1,"{\"type\":\"bold\"}\n98f:[\"$990\"]\n991:{}\n98e:{\"nodeType\":\"text\",\"value\":\"Phase 3: The new beginning\",\"marks\":\"$98f\",\"data\":\"$991\"}\n993:[]\n994:{}\n992:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$993\",\"data\":\"$994\"}\n98d:[\"$98e\",\"$992\"]\n98b:{\"nodeType\":\"paragraph\",\"data\":\"$98c\",\"content\":\"$98d\"}\n996:{}\n999:[]\n99a:{}\n998:{\"nodeType\":\"text\",\"value\":\"This phase involves embracing new ways and understanding their benefits. It brings acceptance and renewed energy. It would be best if you highlighted success stories and the benefits of the change. Continue to support customers to ensure the new processes are fully adopted. \",\"marks\":\"$999\",\"data\":\"$99a\"}\n997:[\"$998\"]\n995:{\"nodeType\":\"paragraph\",\"data\":\"$996\",\"content\":\"$997\"}\n99f:{}\n9a2:{}\n9a5:[]\n9a6:{}\n9a4:{\"nodeType\":\"text\",\"value\":\"⚙️\",\"marks\":\"$9a5\",\"data\":\"$9a6\"}\n9a9:{\"type\":\"bold\"}\n9a8:[\"$9a9\"]\n9aa:{}\n9a7:{\"nodeType\":\"text\",\"value\":\" Application to customer service\",\"marks\":\"$9a8\",\"data\":\"$9aa\"}\n9ac:[]\n9ad:{}\n9ab:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$9ac\",\"data\":\"$9ad\"}\n9a3:[\"$9a4\",\"$9a7\",\"$9ab\"]\n9a1:{\"nodeType\":\"paragraph\",\"data\":\"$9a2\",\"content\":\"$9a3\"}\n9af:{}\n9b2:[]\n9b3:{}\n9b1:{\"nodeType\":\"text\",\"value\":\"Many organizations have adopted a hybrid work model in the wake of the COVID-19 pandemic. This significant shift in work culture can be effectively managed using the Bridges transition model: \",\"marks\":\"$9b2\",\"data\":\"$9b3\"}\n9b0:[\"$9b1\"]\n9ae:{\"nodeType\":\"paragraph\",\"data\":\"$9af\",\"content\":\"$9b0\"}\n9b5:{}\n9b8:{}\n9bb:{}\n9bf:{\"type\":\"bold\"}\n9be:[\"$9bf\"]\n9c0:{}\n9bd:{\"nodeType\":\"text\",\"value\":\"Ending:\",\"marks\":\"$9be\",\"data\":\"$9c0\"}\n9c2:[]\n9c3:{}\n9c1:{\"nodeType\":\"text\",\"value\":\" The traditional office-based work model is ending. Employees must let go of the daily commute, in-person interactions and the familiar office environment. \",\"marks\":\"$9c2\",\"data\":\"$9c3\"}\n9bc:[\"$9bd\",\"$9c1\"]\n9ba:{\"nodeType\":\"paragraph\",\"data\":\"$9bb\",\"content\":\"$9bc\"}\n9b9:[\"$9ba\"]\n9b7:{\"nodeType\":\"list-item\",\"data\":\"$9b8\",\"content\":\"$9b9\"}\n9c5:{}\n9c8:{}\n9cc:{\"type\":\"bold\"}\n9cb:[\"$9cc\"]\n9cd:{"])</script><script>self.__next_f.push([1,"}\n9ca:{\"nodeType\":\"text\",\"value\":\"Neutral zone:\",\"marks\":\"$9cb\",\"data\":\"$9cd\"}\n9cf:[]\n9d0:{}\n9ce:{\"nodeType\":\"text\",\"value\":\" This is a period of adjustment as employees navigate between remote and in-office work. Challenges might include balancing work and personal life, establishing new communication norms and adapting to technology. \",\"marks\":\"$9cf\",\"data\":\"$9d0\"}\n9c9:[\"$9ca\",\"$9ce\"]\n9c7:{\"nodeType\":\"paragraph\",\"data\":\"$9c8\",\"content\":\"$9c9\"}\n9c6:[\"$9c7\"]\n9c4:{\"nodeType\":\"list-item\",\"data\":\"$9c5\",\"content\":\"$9c6\"}\n9d2:{}\n9d5:{}\n9d9:{\"type\":\"bold\"}\n9d8:[\"$9d9\"]\n9da:{}\n9d7:{\"nodeType\":\"text\",\"value\":\"New beginning:\",\"marks\":\"$9d8\",\"data\":\"$9da\"}\n9dc:[]\n9dd:{}\n9db:{\"nodeType\":\"text\",\"value\":\" The hybrid work model becomes the new norm. Employees develop new routines, embrace technology for collaboration and find a balance between remote and in-person work. \",\"marks\":\"$9dc\",\"data\":\"$9dd\"}\n9d6:[\"$9d7\",\"$9db\"]\n9d4:{\"nodeType\":\"paragraph\",\"data\":\"$9d5\",\"content\":\"$9d6\"}\n9d3:[\"$9d4\"]\n9d1:{\"nodeType\":\"list-item\",\"data\":\"$9d2\",\"content\":\"$9d3\"}\n9b6:[\"$9b7\",\"$9c4\",\"$9d1\"]\n9b4:{\"nodeType\":\"unordered-list\",\"data\":\"$9b5\",\"content\":\"$9b6\"}\n9df:{}\n9e2:[]\n9e3:{}\n9e1:{\"nodeType\":\"text\",\"value\":\"\",\"marks\":\"$9e2\",\"data\":\"$9e3\"}\n9e0:[\"$9e1\"]\n9de:{\"nodeType\":\"paragraph\",\"data\":\"$9df\",\"content\":\"$9e0\"}\n9a0:[\"$9a1\",\"$9ae\",\"$9b4\",\"$9de\"]\n99e:{\"nodeType\":\"document\",\"data\":\"$99f\",\"content\":\"$9a0\"}\n99d:{\"contentType\":\"boxContainer\",\"id\":\"3vQHN8JidHqsd2lIeYROFv\",\"title\":\"Application to customer service \",\"content\":\"$99e\",\"padding\":\"SMALL\",\"background\":\"LIGHT\"}\n99c:{\"target\":\"$99d\"}\n9e4:[]\n99b:{\"nodeType\":\"embedded-entry-block\",\"data\":\"$99c\",\"content\":\"$9e4\"}\n9e6:{}\n9e9:[]\n9ea:{}\n9e8:{\"nodeType\":\"text\",\"value\":\"PDCA Cycle\",\"marks\":\"$9e9\",\"data\":\"$9ea\"}\n9e7:[\"$9e8\"]\n9e5:{\"nodeType\":\"heading-4\",\"data\":\"$9e6\",\"content\":\"$9e7\"}\n9ec:{}\n9f0:{\"type\":\"bold\"}\n9ef:[\"$9f0\"]\n9f1:{}\n9ee:{\"nodeType\":\"text\",\"value\":\"🔬 Walter A. Shewhart, later popularized by W. Edwards Deming\",\"marks\":\"$9ef\",\"data\":\"$9f1\"}\n9ed:[\"$9ee\"]\n9eb:{\"nodeType\":\"paragraph\""])</script><script>self.__next_f.push([1,",\"data\":\"$9ec\",\"content\":\"$9ed\"}\n9f3:{}\n9f7:{\"type\":\"bold\"}\n9f6:[\"$9f7\"]\n9f8:{}\n9f5:{\"nodeType\":\"text\",\"value\":\"🗓️ 1950s\",\"marks\":\"$9f6\",\"data\":\"$9f8\"}\n9fa:[]\n9fb:{}\n9f9:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$9fa\",\"data\":\"$9fb\"}\n9f4:[\"$9f5\",\"$9f9\"]\n9f2:{\"nodeType\":\"paragraph\",\"data\":\"$9f3\",\"content\":\"$9f4\"}\n9fd:{}\na01:{\"type\":\"bold\"}\na00:[\"$a01\"]\na02:{}\n9ff:{\"nodeType\":\"text\",\"value\":\"💡\",\"marks\":\"$a00\",\"data\":\"$a02\"}\na04:[]\na05:{}\na03:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$a04\",\"data\":\"$a05\"}\na08:{\"type\":\"bold\"}\na07:[\"$a08\"]\na09:{}\na06:{\"nodeType\":\"text\",\"value\":\"Focuses on iterative problem-solving and continuous improvement through a four-step cyclical process.\",\"marks\":\"$a07\",\"data\":\"$a09\"}\na0b:[]\na0c:{}\na0a:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$a0b\",\"data\":\"$a0c\"}\n9fe:[\"$9ff\",\"$a03\",\"$a06\",\"$a0a\"]\n9fc:{\"nodeType\":\"paragraph\",\"data\":\"$9fd\",\"content\":\"$9fe\"}\na0e:{}\na11:[]\na12:{}\na10:{\"nodeType\":\"text\",\"value\":\"Here are the four steps of the PDCA cycle in the context of its implementation in customer service. \",\"marks\":\"$a11\",\"data\":\"$a12\"}\na0f:[\"$a10\"]\na0d:{\"nodeType\":\"paragraph\",\"data\":\"$a0e\",\"content\":\"$a0f\"}\na14:{}\na17:[]\na18:{}\na16:{\"nodeType\":\"text\",\"value\":\"✅ \",\"marks\":\"$a17\",\"data\":\"$a18\"}\na1b:{\"type\":\"bold\"}\na1a:[\"$a1b\"]\na1c:{}\na19:{\"nodeType\":\"text\",\"value\":\"Plan\",\"marks\":\"$a1a\",\"data\":\"$a1c\"}\na1e:[]\na1f:{}\na1d:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$a1e\",\"data\":\"$a1f\"}\na15:[\"$a16\",\"$a19\",\"$a1d\"]\na13:{\"nodeType\":\"paragraph\",\"data\":\"$a14\",\"content\":\"$a15\"}\na21:{}\na24:[]\na25:{}\na23:{\"nodeType\":\"text\",\"value\":\"Identify an area for improvement in customer service. Develop a plan with clear objectives and steps to achieve them. This phase involves gathering data and setting goals. 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It's an opportunity to test the effectiveness of the plan on a small scale, such as rolling out a new customer service protocol to a specific team or department. This phase encourages you to monitor the implementation closely and adapt as needed. For example, you could introduce a new \",\"marks\":\"$a41\",\"data\":\"$a42\"}\na44:{\"uri\":\"https://www.sprinklr.com/cxm/live-chat-support/\"}\na48:{\"type\":\"underline\"}\na47:[\"$a48\"]\na49:{}\na46:{\"nodeType\":\"text\",\"value\":\"live chat support\",\"marks\":\"$a47\",\"data\":\"$a49\"}\na45:[\"$a46\"]\na43:{\"nodeType\":\"hyperlink\",\"data\":\"$a44\",\"content\":\"$a45\"}\na4b:[]\na4c:{}\na4a:{\"nodeType\":\"text\",\"value\":\" feature to a subset of your service team and observe its impact. \",\"marks\":\"$a4b\",\"data\":\"$a4c\"}\na3f:[\"$a40\",\"$a43\",\"$a4a\"]\na3d:{\"nodeType\":\"paragraph\",\"data\":\"$a3e\",\"content\":\"$a3f\"}\na4e:{}\na51:[]\na52:{}\na50:{\"nodeType\":\"text\",\"value\":\"✅ \",\"marks\":\"$a51\",\"data\":\"$a52\"}\na55:{\"type\":\"bold\"}\na54:[\"$a55\"]\na56:{}\na53:{\"nodeType\":\"text\",\"value\":\"Check\",\"marks\":\"$a54\",\"data\":\"$a56\"}\na4f:[\"$a50\",\"$a53\"]\na4d:{\"nodeType\":\"paragraph\",\"data\":\"$a4e\",\"content\":\"$a4f\"}\na58:{}\na5b:[]\na5c:{}\na5a:{\"nodeType\":\"text\",\"value\":\"The 'Check' phase is a moment of reflection in the PDCA cycle. 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If successful, roll out the change company-wide and ensure it becomes part of the standard process.\",\"marks\":\"$a6b\",\"data\":\"$a6c\"}\na69:[\"$a6a\"]\na67:{\"nodeType\":\"paragraph\",\"data\":\"$a68\",\"content\":\"$a69\"}\na6e:{}\na71:[]\na72:{}\na70:{\"nodeType\":\"text\",\"value\":\"Selecting the right change management model for your business\",\"marks\":\"$a71\",\"data\":\"$a72\"}\na6f:[\"$a70\"]\na6d:{\"nodeType\":\"heading-2\",\"data\":\"$a6e\",\"content\":\"$a6f\"}\na74:{}\na77:[]\na78:{}\na76:{\"nodeType\":\"text\",\"value\":\"Choosing the appropriate change management model is crucial for a successful business transformation. The right model aligns with your organization's needs and facilitates a smoother transition. 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However, don't be afraid to adopt a hybrid approach, combining elements from different models to accommodate the diverse needs of various departments or levels within your organization. \",\"marks\":\"$ae6\",\"data\":\"$ae7\"}\nad2:[\"$ad3\",\"$ad7\",\"$ada\",\"$ade\",\"$ae1\",\"$ae5\"]\nad0:{\"nodeType\":\"paragraph\",\"data\":\"$ad1\",\"content\":\"$ad2\"}\nacf:[\"$ad0\"]\nacd:{\"nodeType\":\"list-item\",\"data\":\"$ace\",\"content\":\"$acf\"}\na7b:[\"$a7c\",\"$a97\",\"$ab2\",\"$acd\"]\na79:{\"nodeType\":\"unordered-list\",\"data\":\"$a7a\",\"content\":\"$a7b\"}\nae9:{}\naec:[]\naed:{}\naeb:{\"nodeType\":\"text\",\"value\":\"Successfully navigating change is critical for any organization, especially in the ever-evolving landscape of customer service. Choosing "])</script><script>self.__next_f.push([1,"the right change management model is essential for guiding your team through transformations, whether you're implementing new technologies, restructuring your \",\"marks\":\"$aec\",\"data\":\"$aed\"}\naef:{\"uri\":\"https://www.sprinklr.com/blog/customer-service-operations/\"}\naf3:{\"type\":\"underline\"}\naf2:[\"$af3\"]\naf4:{}\naf1:{\"nodeType\":\"text\",\"value\":\"customer service operations\",\"marks\":\"$af2\",\"data\":\"$af4\"}\naf0:[\"$af1\"]\naee:{\"nodeType\":\"hyperlink\",\"data\":\"$aef\",\"content\":\"$af0\"}\naf6:[]\naf7:{}\naf5:{\"nodeType\":\"text\",\"value\":\" or adapting to evolving customer expectations.\",\"marks\":\"$af6\",\"data\":\"$af7\"}\naea:[\"$aeb\",\"$aee\",\"$af5\"]\nae8:{\"nodeType\":\"paragraph\",\"data\":\"$ae9\",\"content\":\"$aea\"}\naf9:{}\nafc:[]\nafd:{}\nafb:{\"nodeType\":\"text\",\"value\":\"For businesses of any size planning to undergo significant changes in their CX stack, \",\"marks\":\"$afc\",\"data\":\"$afd\"}\naff:{\"uri\":\"https://www.sprinklr.com/products/platform/\"}\nb03:{\"type\":\"underline\"}\nb02:[\"$b03\"]\nb04:{}\nb01:{\"nodeType\":\"text\",\"value\":\"Sprinklr’s Unified-CXM platform\",\"marks\":\"$b02\",\"data\":\"$b04\"}\nb00:[\"$b01\"]\nafe:{\"nodeType\":\"hyperlink\",\"data\":\"$aff\",\"content\":\"$b00\"}\nb06:[]\nb07:{}\nb05:{\"nodeType\":\"text\",\"value\":\" offers the perfect blend of capabilities, efficiency and ease of use. 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An avid traveler, Jayadeep meticulously plans the extended weekends ahead of time, ensuring his camera gear is ready to capture the safari adventures. 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Customers who demand speed, convenience and hyper-personalized service. Today, the pressure to deliver is higher than ever. \",\"nodeType\":\"text\"}\nb87:[\"$b88\"]\nb85:{\"data\":\"$b86\",\"content\":\"$b87\",\"nodeType\":\"paragraph\"}\nb8c:{}\nb8f:{}\nb90:[]\nb8e:{\"data\":\"$b8f\",\"marks\":\"$b90\",\"value\":\"Smart enterprises recognize two key strategies for thriving: constant innovation and crafting a seamless customer experience. While innovation is R\u0026D-driven, delivering an effortless experience requires something more complex: a deep-rooted, \",\"nodeType\":\"text\"}\nb92:{\"uri\":\"https://www.sprinklr.com/cxm/customer-first/\"}\nb95:{}\nb96:[]\nb94:{\"data\":\"$b95\",\"marks\":\"$b96\",\"value\":\"customer-first mindset\",\"nodeType\":\"text\"}\nb93:[\"$b94\"]\nb9"])</script><script>self.__next_f.push([1,"1:{\"data\":\"$b92\",\"content\":\"$b93\",\"nodeType\":\"hyperlink\"}\nb98:{}\nb99:[]\nb97:{\"data\":\"$b98\",\"marks\":\"$b99\",\"value\":\". Challenging? Absolutely. But the rewards are undeniable. \",\"nodeType\":\"text\"}\nb8d:[\"$b8e\",\"$b91\",\"$b97\"]\nb8b:{\"data\":\"$b8c\",\"content\":\"$b8d\",\"nodeType\":\"paragraph\"}\nb9b:{}\nb9e:{}\nb9f:[]\nb9d:{\"data\":\"$b9e\",\"marks\":\"$b9f\",\"value\":\"According to \",\"nodeType\":\"text\"}\nba1:{\"uri\":\"https://www.sprinklr.com/blog/customer-experience-statistics/\"}\nba4:{}\nba5:[]\nba3:{\"data\":\"$ba4\",\"marks\":\"$ba5\",\"value\":\"CX statistics\",\"nodeType\":\"text\"}\nba2:[\"$ba3\"]\nba0:{\"data\":\"$ba1\",\"content\":\"$ba2\",\"nodeType\":\"hyperlink\"}\nba7:{}\nba8:[]\nba6:{\"data\":\"$ba7\",\"marks\":\"$ba8\",\"value\":\", 44.5% of organizations globally consider customer experience their primary competitive differentiator. Yet, despite this realization, many businesses struggle with fragmented customer journeys — where interactions feel disjointed, context is lost and customers are left frustrated. \",\"nodeType\":\"text\"}\nb9c:[\"$b9d\",\"$ba0\",\"$ba6\"]\nb9a:{\"data\":\"$b9b\",\"content\":\"$b9c\",\"nodeType\":\"paragraph\"}\nbaa:{}\nbad:{}\nbae:[]\nbac:{\"data\":\"$bad\",\"marks\":\"$bae\",\"value\":\"Identifying the right solution is only half the battle; the real challenge lies in fostering a culture prioritizing seamless, friction-free experiences at every touchpoint. \",\"nodeType\":\"text\"}\nbab:[\"$bac\"]\nba9:{\"data\":\"$baa\",\"content\":\"$bab\",\"nodeType\":\"paragraph\"}\nbb0:{}\nbb3:{}\nbb4:[]\nbb2:{\"data\":\"$bb3\",\"marks\":\"$bb4\",\"value\":\"This blog will explore why a seamless customer experience is a make-or-break factor for enterprise businesses today. We’ll also break down eight actionable strategies to help you create a \",\"nodeType\":\"text\"}\nbb6:{\"uri\":\"https://www.sprinklr.com/cxm/customer-journey/\"}\nbb9:{}\nbba:[]\nbb8:{\"data\":\"$bb9\",\"marks\":\"$bba\",\"value\":\"customer journey\",\"nodeType\":\"text\"}\nbb7:[\"$bb8\"]\nbb5:{\"data\":\"$bb6\",\"content\":\"$bb7\",\"nodeType\":\"hyperlink\"}\nbbc:{}\nbbd:[]\nbbb:{\"data\":\"$bbc\",\"marks\":\"$bbd\",\"value\":\" that’s not just smooth — but truly effortless.\",\"nodeType\":\"text\"}\nbb1:[\"$bb2\","])</script><script>self.__next_f.push([1,"\"$bb5\",\"$bbb\"]\nbaf:{\"data\":\"$bb0\",\"content\":\"$bb1\",\"nodeType\":\"paragraph\"}\nbbf:{}\nbc2:{}\nbc4:{\"type\":\"bold\"}\nbc3:[\"$bc4\"]\nbc1:{\"data\":\"$bc2\",\"marks\":\"$bc3\",\"value\":\"What is a seamless customer experience and why does it matter?\",\"nodeType\":\"text\"}\nbc0:[\"$bc1\"]\nbbe:{\"data\":\"$bbf\",\"content\":\"$bc0\",\"nodeType\":\"heading-2\"}\nbc6:{}\nbc9:{}\nbca:[]\nbc8:{\"data\":\"$bc9\",\"marks\":\"$bca\",\"value\":\" A seamless customer experience ensures customers move effortlessly through their journey— without friction, inconsistencies or disruptions. It means delivering consistent, efficient and personalized interactions across all \",\"nodeType\":\"text\"}\nbcc:{\"uri\":\"https://www.sprinklr.com/blog/customer-touchpoints/\"}\nbcf:{}\nbd0:[]\nbce:{\"data\":\"$bcf\",\"marks\":\"$bd0\",\"value\":\"customer touchpoints\",\"nodeType\":\"text\"}\nbcd:[\"$bce\"]\nbcb:{\"data\":\"$bcc\",\"content\":\"$bcd\",\"nodeType\":\"hyperlink\"}\nbd2:{}\nbd3:[]\nbd1:{\"data\":\"$bd2\",\"marks\":\"$bd3\",\"value\":\", making every engagement feel intuitive and effortless. \",\"nodeType\":\"text\"}\nbc7:[\"$bc8\",\"$bcb\",\"$bd1\"]\nbc5:{\"data\":\"$bc6\",\"content\":\"$bc7\",\"nodeType\":\"paragraph\"}\nbd5:{}\nbd8:{}\nbd9:[]\nbd7:{\"data\":\"$bd8\",\"marks\":\"$bd9\",\"value\":\"This matters because: \",\"nodeType\":\"text\"}\nbd6:[\"$bd7\"]\nbd4:{\"data\":\"$bd5\",\"content\":\"$bd6\",\"nodeType\":\"paragraph\"}\nbdb:{}\nbde:{}\nbdf:[]\nbdd:{\"data\":\"$bde\",\"marks\":\"$bdf\",\"value\":\"✅ Customers prefer brands that make their lives easier. Research says \",\"nodeType\":\"text\"}\nbe1:{\"uri\":\"https://www.statista.com/statistics/1323488/consumer-behavior-customer-service-worldwide/\"}\nbe4:{}\nbe5:[]\nbe3:{\"data\":\"$be4\",\"marks\":\"$be5\",\"value\":\"94%\",\"nodeType\":\"text\"}\nbe2:[\"$be3\"]\nbe0:{\"data\":\"$be1\",\"content\":\"$be2\",\"nodeType\":\"hyperlink\"}\nbe7:{}\nbe8:[]\nbe6:{\"data\":\"$be7\",\"marks\":\"$be8\",\"value\":\" of buyers will purchase again after a positive customer experience. \",\"nodeType\":\"text\"}\nbdc:[\"$bdd\",\"$be0\",\"$be6\"]\nbda:{\"data\":\"$bdb\",\"content\":\"$bdc\",\"nodeType\":\"paragraph\"}\nbea:{}\nbed:{}\nbee:[]\nbec:{\"data\":\"$bed\",\"marks\":\"$bee\",\"value\":\"✅ A smooth experience increases \",\"nodeType\":\"text\"}\nbf0"])</script><script>self.__next_f.push([1,":{\"uri\":\"https://www.sprinklr.com/cxm/customer-engagement/\"}\nbf3:{}\nbf4:[]\nbf2:{\"data\":\"$bf3\",\"marks\":\"$bf4\",\"value\":\"customer engagement\",\"nodeType\":\"text\"}\nbf1:[\"$bf2\"]\nbef:{\"data\":\"$bf0\",\"content\":\"$bf1\",\"nodeType\":\"hyperlink\"}\nbf6:{}\nbf7:[]\nbf5:{\"data\":\"$bf6\",\"marks\":\"$bf7\",\"value\":\" and strengthens brand affinity. Happy customers are more likely to return, recommend and stay loyal. \",\"nodeType\":\"text\"}\nbeb:[\"$bec\",\"$bef\",\"$bf5\"]\nbe9:{\"data\":\"$bea\",\"content\":\"$beb\",\"nodeType\":\"paragraph\"}\nbf9:{}\nbfc:{}\nbfd:[]\nbfb:{\"data\":\"$bfc\",\"marks\":\"$bfd\",\"value\":\"✅ Satisfied customers spend more and reduce churn. According to \",\"nodeType\":\"text\"}\nbff:{\"uri\":\"https://www.statista.com/statistics/1333448/cx-personalization-optimization-revenue-worldwide/\"}\nc02:{}\nc03:[]\nc01:{\"data\":\"$c02\",\"marks\":\"$c03\",\"value\":\"Statista\",\"nodeType\":\"text\"}\nc00:[\"$c01\"]\nbfe:{\"data\":\"$bff\",\"content\":\"$c00\",\"nodeType\":\"hyperlink\"}\nc05:{}\nc06:[]\nc04:{\"data\":\"$c05\",\"marks\":\"$c06\",\"value\":\", the global CX personalization and optimization software market is projected to grow from $7.6 billion in 2021 to $11.6 billion by 2026, underscoring the increasing investment in seamless experiences.\",\"nodeType\":\"text\"}\nbfa:[\"$bfb\",\"$bfe\",\"$c04\"]\nbf8:{\"data\":\"$bf9\",\"content\":\"$bfa\",\"nodeType\":\"paragraph\"}\nc08:{}\nc0b:{}\nc0c:[]\nc0a:{\"data\":\"$c0b\",\"marks\":\"$c0c\",\"value\":\"Key components of a seamless customer experience for enterprises include: \",\"nodeType\":\"text\"}\nc09:[\"$c0a\"]\nc07:{\"data\":\"$c08\",\"content\":\"$c09\",\"nodeType\":\"paragraph\"}\nc0e:{}\nc11:{}\nc14:{}\nc17:{}\nc19:{\"type\":\"bold\"}\nc18:[\"$c19\"]\nc16:{\"data\":\"$c17\",\"marks\":\"$c18\",\"value\":\"Consistency:\",\"nodeType\":\"text\"}\nc1b:{}\nc1c:[]\nc1a:{\"data\":\"$c1b\",\"marks\":\"$c1c\",\"value\":\" Maintaining a consistent brand voice and customer experience across all touchpoints, from marketing campaigns to customer service interactions. This helps \",\"nodeType\":\"text\"}\nc1e:{\"uri\":\"https://www.sprinklr.com/blog/building-customer-loyalty/\"}\nc21:{}\nc22:[]\nc20:{\"data\":\"$c21\",\"marks\":\"$c22\",\"value\":\"build customer loyalty\",\"nodeTyp"])</script><script>self.__next_f.push([1,"e\":\"text\"}\nc1f:[\"$c20\"]\nc1d:{\"data\":\"$c1e\",\"content\":\"$c1f\",\"nodeType\":\"hyperlink\"}\nc24:{}\nc25:[]\nc23:{\"data\":\"$c24\",\"marks\":\"$c25\",\"value\":\". \",\"nodeType\":\"text\"}\nc15:[\"$c16\",\"$c1a\",\"$c1d\",\"$c23\"]\nc13:{\"data\":\"$c14\",\"content\":\"$c15\",\"nodeType\":\"paragraph\"}\nc12:[\"$c13\"]\nc10:{\"data\":\"$c11\",\"content\":\"$c12\",\"nodeType\":\"list-item\"}\nc27:{}\nc2a:{}\nc2d:{}\nc2f:{\"type\":\"bold\"}\nc2e:[\"$c2f\"]\nc2c:{\"data\":\"$c2d\",\"marks\":\"$c2e\",\"value\":\"Personalization:\",\"nodeType\":\"text\"}\nc31:{}\nc32:[]\nc30:{\"data\":\"$c31\",\"marks\":\"$c32\",\"value\":\" Leveraging customer data to anticipate individual \",\"nodeType\":\"text\"}\nc34:{\"uri\":\"https://www.sprinklr.com/blog/customer-needs/\"}\nc37:{}\nc38:[]\nc36:{\"data\":\"$c37\",\"marks\":\"$c38\",\"value\":\"customer needs\",\"nodeType\":\"text\"}\nc35:[\"$c36\"]\nc33:{\"data\":\"$c34\",\"content\":\"$c35\",\"nodeType\":\"hyperlink\"}\nc3a:{}\nc3b:[]\nc39:{\"data\":\"$c3a\",\"marks\":\"$c3b\",\"value\":\" and map customer journeys. This goes beyond basic customer segmentation and focuses on understanding customer context and delivering hyper-relevant experiences. \",\"nodeType\":\"text\"}\nc2b:[\"$c2c\",\"$c30\",\"$c33\",\"$c39\"]\nc29:{\"data\":\"$c2a\",\"content\":\"$c2b\",\"nodeType\":\"paragraph\"}\nc28:[\"$c29\"]\nc26:{\"data\":\"$c27\",\"content\":\"$c28\",\"nodeType\":\"list-item\"}\nc3d:{}\nc40:{}\nc43:{}\nc45:{\"type\":\"bold\"}\nc44:[\"$c45\"]\nc42:{\"data\":\"$c43\",\"marks\":\"$c44\",\"value\":\"Unified customer data platform (CDP):\",\"nodeType\":\"text\"}\nc47:{}\nc48:[]\nc46:{\"data\":\"$c47\",\"marks\":\"$c48\",\"value\":\" A single source for all customer data, enabling a 360-degree view of \",\"nodeType\":\"text\"}\nc4a:{\"uri\":\"https://www.sprinklr.com/cxm/customer-interaction/\"}\nc4d:{}\nc4e:[]\nc4c:{\"data\":\"$c4d\",\"marks\":\"$c4e\",\"value\":\"customer interactions\",\"nodeType\":\"text\"}\nc4b:[\"$c4c\"]\nc49:{\"data\":\"$c4a\",\"content\":\"$c4b\",\"nodeType\":\"hyperlink\"}\nc50:{}\nc51:[]\nc4f:{\"data\":\"$c50\",\"marks\":\"$c51\",\"value\":\". This empowers data-driven decision-making and personalized experiences. \",\"nodeType\":\"text\"}\nc41:[\"$c42\",\"$c46\",\"$c49\",\"$c4f\"]\nc3f:{\"data\":\"$c40\",\"content\":\"$c41\",\"nodeType\":\"paragraph\"}\nc3e:[\"$c3f\"]\nc3c:{\"data\":\"$c3d\""])</script><script>self.__next_f.push([1,",\"content\":\"$c3e\",\"nodeType\":\"list-item\"}\nc53:{}\nc56:{}\nc59:{}\nc5b:{\"type\":\"bold\"}\nc5a:[\"$c5b\"]\nc58:{\"data\":\"$c59\",\"marks\":\"$c5a\",\"value\":\"AI-powered engagement:\",\"nodeType\":\"text\"}\nc5d:{}\nc5e:[]\nc5c:{\"data\":\"$c5d\",\"marks\":\"$c5e\",\"value\":\" Utilizing AI and machine learning to understand and anticipate customer requirements and deliver timely, relevant assistance. This includes proactive issue resolution, personalized recommendations and customer support. \",\"nodeType\":\"text\"}\nc57:[\"$c58\",\"$c5c\"]\nc55:{\"data\":\"$c56\",\"content\":\"$c57\",\"nodeType\":\"paragraph\"}\nc54:[\"$c55\"]\nc52:{\"data\":\"$c53\",\"content\":\"$c54\",\"nodeType\":\"list-item\"}\nc60:{}\nc63:{}\nc66:{}\nc68:{\"type\":\"bold\"}\nc67:[\"$c68\"]\nc65:{\"data\":\"$c66\",\"marks\":\"$c67\",\"value\":\"Seamless omnichannel integration:\",\"nodeType\":\"text\"}\nc6a:{}\nc6b:[]\nc69:{\"data\":\"$c6a\",\"marks\":\"$c6b\",\"value\":\" Creating an omnichannel experience where customer journeys flow seamlessly across all channels. This requires breaking down silos between departments and ensuring a consistent experience regardless of the channel used. Brands like Disney and Starbucks use omnichannel integration to deliver a seamless customer experience.\",\"nodeType\":\"text\"}\nc64:[\"$c65\",\"$c69\"]\nc62:{\"data\":\"$c63\",\"content\":\"$c64\",\"nodeType\":\"paragraph\"}\nc61:[\"$c62\"]\nc5f:{\"data\":\"$c60\",\"content\":\"$c61\",\"nodeType\":\"list-item\"}\nc0f:[\"$c10\",\"$c26\",\"$c3c\",\"$c52\",\"$c5f\"]\nc0d:{\"data\":\"$c0e\",\"content\":\"$c0f\",\"nodeType\":\"unordered-list\"}\nc6d:{}\nc70:{}\nc72:{\"type\":\"bold\"}\nc71:[\"$c72\"]\nc6f:{\"data\":\"$c70\",\"marks\":\"$c71\",\"value\":\"📚 Read more: \",\"nodeType\":\"text\"}\nc74:{\"uri\":\"https://www.sprinklr.com/cxm/omnichannel-customer-experience/\"}\nc77:{}\nc79:{\"type\":\"bold\"}\nc78:[\"$c79\"]\nc76:{\"data\":\"$c77\",\"marks\":\"$c78\",\"value\":\"What is Omnichannel Customer Experience [Detailed Guide]\",\"nodeType\":\"text\"}\nc75:[\"$c76\"]\nc73:{\"data\":\"$c74\",\"content\":\"$c75\",\"nodeType\":\"hyperlink\"}\nc7b:{}\nc7c:[]\nc7a:{\"data\":\"$c7b\",\"marks\":\"$c7c\",\"value\":\"\",\"nodeType\":\"text\"}\nc6e:[\"$c6f\",\"$c73\",\"$c7a\"]\nc6c:{\"data\":\"$c6d\",\"content\":\"$c6e\",\"nodeType\":\"paragraph\"}\nc"])</script><script>self.__next_f.push([1,"7e:{}\nc81:{}\nc83:{\"type\":\"bold\"}\nc82:[\"$c83\"]\nc80:{\"data\":\"$c81\",\"marks\":\"$c82\",\"value\":\"Challenges in creating a seamless customer experience\",\"nodeType\":\"text\"}\nc7f:[\"$c80\"]\nc7d:{\"data\":\"$c7e\",\"content\":\"$c7f\",\"nodeType\":\"heading-2\"}\nc85:{}\nc88:{}\nc89:[]\nc87:{\"data\":\"$c88\",\"marks\":\"$c89\",\"value\":\"Delivering a seamless \",\"nodeType\":\"text\"}\nc8b:{\"uri\":\"https://www.sprinklr.com/customer-service-glossary/customer-experience/\"}\nc8e:{}\nc8f:[]\nc8d:{\"data\":\"$c8e\",\"marks\":\"$c8f\",\"value\":\"customer experience\",\"nodeType\":\"text\"}\nc8c:[\"$c8d\"]\nc8a:{\"data\":\"$c8b\",\"content\":\"$c8c\",\"nodeType\":\"hyperlink\"}\nc91:{}\nc92:[]\nc90:{\"data\":\"$c91\",\"marks\":\"$c92\",\"value\":\" is no small feat — especially for large enterprises. Common roadblocks, from fragmented data and outdated technology to siloed teams and shifting customer expectations, can disrupt the experience. Let’s explore these challenges. \",\"nodeType\":\"text\"}\nc86:[\"$c87\",\"$c8a\",\"$c90\"]\nc84:{\"data\":\"$c85\",\"content\":\"$c86\",\"nodeType\":\"paragraph\"}\nc94:{}\nc97:{}\nc99:{\"type\":\"bold\"}\nc98:[\"$c99\"]\nc96:{\"data\":\"$c97\",\"marks\":\"$c98\",\"value\":\"1. Data and organizational silos\",\"nodeType\":\"text\"}\nc9b:{}\nc9c:[]\nc9a:{\"data\":\"$c9b\",\"marks\":\"$c9c\",\"value\":\" \",\"nodeType\":\"text\"}\nc95:[\"$c96\",\"$c9a\"]\nc93:{\"data\":\"$c94\",\"content\":\"$c95\",\"nodeType\":\"paragraph\"}\nc9e:{}\nca1:{}\nca2:[]\nca0:{\"data\":\"$ca1\",\"marks\":\"$ca2\",\"value\":\"Many enterprises operate like a collection of independent fiefdoms, with each department managing its own customer data, tools and strategies without alignment. Sales, marketing and \",\"nodeType\":\"text\"}\nca4:{\"uri\":\"https://www.sprinklr.com/cxm/what-is-customer-service/\"}\nca7:{}\nca8:[]\nca6:{\"data\":\"$ca7\",\"marks\":\"$ca8\",\"value\":\"customer service\",\"nodeType\":\"text\"}\nca5:[\"$ca6\"]\nca3:{\"data\":\"$ca4\",\"content\":\"$ca5\",\"nodeType\":\"hyperlink\"}\ncaa:{}\ncab:[]\nca9:{\"data\":\"$caa\",\"marks\":\"$cab\",\"value\":\" often store data separately across CRMs, ERPs and \",\"nodeType\":\"text\"}\ncad:{\"uri\":\"https://www.sprinklr.com/cxm/marketing-automation/\"}\ncb0:{}\ncb1:[]\ncaf:{\"data\":\"$cb0\",\"marks\":\"$cb1\""])</script><script>self.__next_f.push([1,",\"value\":\"marketing automation\",\"nodeType\":\"text\"}\ncae:[\"$caf\"]\ncac:{\"data\":\"$cad\",\"content\":\"$cae\",\"nodeType\":\"hyperlink\"}\ncb3:{}\ncb4:[]\ncb2:{\"data\":\"$cb3\",\"marks\":\"$cb4\",\"value\":\" platforms, preventing a unified view of the customer. \",\"nodeType\":\"text\"}\nc9f:[\"$ca0\",\"$ca3\",\"$ca9\",\"$cac\",\"$cb2\"]\nc9d:{\"data\":\"$c9e\",\"content\":\"$c9f\",\"nodeType\":\"paragraph\"}\ncb6:{}\ncb9:{}\ncbb:{\"type\":\"bold\"}\ncba:[\"$cbb\"]\ncb8:{\"data\":\"$cb9\",\"marks\":\"$cba\",\"value\":\"2. Technology gaps\",\"nodeType\":\"text\"}\ncbd:{}\ncbe:[]\ncbc:{\"data\":\"$cbd\",\"marks\":\"$cbe\",\"value\":\" \",\"nodeType\":\"text\"}\ncb7:[\"$cb8\",\"$cbc\"]\ncb5:{\"data\":\"$cb6\",\"content\":\"$cb7\",\"nodeType\":\"paragraph\"}\ncc0:{}\ncc3:{}\ncc4:[]\ncc2:{\"data\":\"$cc3\",\"marks\":\"$cc4\",\"value\":\"Outdated or incompatible technologies create friction in the customer journey. Legacy systems may not sync with modern AI-powered tools, leading to disjointed customer interactions and inefficiencies. Without seamless integrations, customers may experience slow service, inconsistent responses or repetitive requests for information. \",\"nodeType\":\"text\"}\ncc1:[\"$cc2\"]\ncbf:{\"data\":\"$cc0\",\"content\":\"$cc1\",\"nodeType\":\"paragraph\"}\ncc6:{}\ncc9:{}\nccb:{\"type\":\"bold\"}\ncca:[\"$ccb\"]\ncc8:{\"data\":\"$cc9\",\"marks\":\"$cca\",\"value\":\"3. Evolving customer expectations\",\"nodeType\":\"text\"}\nccd:{}\ncce:[]\nccc:{\"data\":\"$ccd\",\"marks\":\"$cce\",\"value\":\" \",\"nodeType\":\"text\"}\ncc7:[\"$cc8\",\"$ccc\"]\ncc5:{\"data\":\"$cc6\",\"content\":\"$cc7\",\"nodeType\":\"paragraph\"}\ncd0:{}\ncd3:{}\ncd4:[]\ncd2:{\"data\":\"$cd3\",\"marks\":\"$cd4\",\"value\":\"Customers today expect hyper-personalized, real-time interactions across multiple \",\"nodeType\":\"text\"}\ncd6:{\"uri\":\"https://www.sprinklr.com/blog/communication-channels/\"}\ncd9:{}\ncda:[]\ncd8:{\"data\":\"$cd9\",\"marks\":\"$cda\",\"value\":\"communication channels\",\"nodeType\":\"text\"}\ncd7:[\"$cd8\"]\ncd5:{\"data\":\"$cd6\",\"content\":\"$cd7\",\"nodeType\":\"hyperlink\"}\ncdc:{}\ncdd:[]\ncdb:{\"data\":\"$cdc\",\"marks\":\"$cdd\",\"value\":\". They want brands to provide instant support and maintain a consistent experience — whether on social media, mobile apps or \",\"nodeTy"])</script><script>self.__next_f.push([1,"pe\":\"text\"}\ncdf:{\"uri\":\"https://www.sprinklr.com/cxm/live-chat-support/\"}\nce2:{}\nce3:[]\nce1:{\"data\":\"$ce2\",\"marks\":\"$ce3\",\"value\":\"live chat\",\"nodeType\":\"text\"}\nce0:[\"$ce1\"]\ncde:{\"data\":\"$cdf\",\"content\":\"$ce0\",\"nodeType\":\"hyperlink\"}\nce5:{}\nce6:[]\nce4:{\"data\":\"$ce5\",\"marks\":\"$ce6\",\"value\":\". Failure to keep up results in disengagement and \",\"nodeType\":\"text\"}\nce8:{\"uri\":\"https://www.sprinklr.com/cxm/customer-churn/\"}\nceb:{}\ncec:[]\ncea:{\"data\":\"$ceb\",\"marks\":\"$cec\",\"value\":\"customer churn\",\"nodeType\":\"text\"}\nce9:[\"$cea\"]\nce7:{\"data\":\"$ce8\",\"content\":\"$ce9\",\"nodeType\":\"hyperlink\"}\ncee:{}\ncef:[]\nced:{\"data\":\"$cee\",\"marks\":\"$cef\",\"value\":\".\",\"nodeType\":\"text\"}\ncd1:[\"$cd2\",\"$cd5\",\"$cdb\",\"$cde\",\"$ce4\",\"$ce7\",\"$ced\"]\nccf:{\"data\":\"$cd0\",\"content\":\"$cd1\",\"nodeType\":\"paragraph\"}\ncf1:{}\ncf4:{}\ncf6:{\"type\":\"bold\"}\ncf5:[\"$cf6\"]\ncf3:{\"data\":\"$cf4\",\"marks\":\"$cf5\",\"value\":\"4. Lack of customer-centric culture\",\"nodeType\":\"text\"}\ncf8:{}\ncf9:[]\ncf7:{\"data\":\"$cf8\",\"marks\":\"$cf9\",\"value\":\" \",\"nodeType\":\"text\"}\ncf2:[\"$cf3\",\"$cf7\"]\ncf0:{\"data\":\"$cf1\",\"content\":\"$cf2\",\"nodeType\":\"paragraph\"}\ncfb:{}\ncfe:{}\ncff:[]\ncfd:{\"data\":\"$cfe\",\"marks\":\"$cff\",\"value\":\"Technology alone doesn’t create a seamless customer experience — culture does. If employees aren’t empowered to prioritize customer needs or make decisions that enhance CX, even the best tools won’t deliver results. A rigid, process-driven culture often leads to impersonal interactions and slow issue resolution. \",\"nodeType\":\"text\"}\ncfc:[\"$cfd\"]\ncfa:{\"data\":\"$cfb\",\"content\":\"$cfc\",\"nodeType\":\"paragraph\"}\nd01:{}\nd04:{}\nd05:[]\nd03:{\"data\":\"$d04\",\"marks\":\"$d05\",\"value\":\" \",\"nodeType\":\"text\"}\nd07:{}\nd09:{\"type\":\"bold\"}\nd08:[\"$d09\"]\nd06:{\"data\":\"$d07\",\"marks\":\"$d08\",\"value\":\"📌 Must Read: \",\"nodeType\":\"text\"}\nd0b:{\"uri\":\"https://www.sprinklr.com/blog/customer-centricity/\"}\nd0e:{}\nd0f:[]\nd0d:{\"data\":\"$d0e\",\"marks\":\"$d0f\",\"value\":\"What Is Customer Centricity and How to Build It\",\"nodeType\":\"text\"}\nd0c:[\"$d0d\"]\nd0a:{\"data\":\"$d0b\",\"content\":\"$d0c\",\"nodeType\":\"hyperlink\"}\nd11:{}\nd12:["])</script><script>self.__next_f.push([1,"]\nd10:{\"data\":\"$d11\",\"marks\":\"$d12\",\"value\":\"\",\"nodeType\":\"text\"}\nd02:[\"$d03\",\"$d06\",\"$d0a\",\"$d10\"]\nd00:{\"data\":\"$d01\",\"content\":\"$d02\",\"nodeType\":\"paragraph\"}\nd14:{}\nd17:{}\nd19:{\"type\":\"bold\"}\nd18:[\"$d19\"]\nd16:{\"data\":\"$d17\",\"marks\":\"$d18\",\"value\":\"8 Tips to create a seamless customer experience\",\"nodeType\":\"text\"}\nd15:[\"$d16\"]\nd13:{\"data\":\"$d14\",\"content\":\"$d15\",\"nodeType\":\"heading-2\"}\nd1b:{}\nd1e:{}\nd1f:[]\nd1d:{\"data\":\"$d1e\",\"marks\":\"$d1f\",\"value\":\" Providing a seamless customer experience requires a deep understanding of customer needs and a commitment to exceeding expectations at every touchpoint. Here are some methods to deliver a perfect experience for customers:\",\"nodeType\":\"text\"}\nd1c:[\"$d1d\"]\nd1a:{\"data\":\"$d1b\",\"content\":\"$d1c\",\"nodeType\":\"paragraph\"}\nd21:{}\nd24:{}\nd26:{\"type\":\"bold\"}\nd25:[\"$d26\"]\nd23:{\"data\":\"$d24\",\"marks\":\"$d25\",\"value\":\"1. Create buyer personas to map customer journeys\",\"nodeType\":\"text\"}\nd22:[\"$d23\"]\nd20:{\"data\":\"$d21\",\"content\":\"$d22\",\"nodeType\":\"heading-3\"}\nd28:{}\nd2b:{}\nd2c:[]\nd2a:{\"data\":\"$d2b\",\"marks\":\"$d2c\",\"value\":\" A seamless customer experience starts with understanding your customers at a granular level —and that’s where buyer personas come in. These data-backed customer profiles provide insight into your target audience’s behaviors, pain points and expectations, allowing you to design experiences that feel intuitive, relevant and frictionless. \",\"nodeType\":\"text\"}\nd29:[\"$d2a\"]\nd27:{\"data\":\"$d28\",\"content\":\"$d29\",\"nodeType\":\"paragraph\"}\nd2e:{}\nd2f:[]\nd2d:{\"data\":\"$d2e\",\"content\":\"$d2f\",\"nodeType\":\"embedded-entry-block\"}\nd31:{}\nd34:{}\nd36:{\"type\":\"bold\"}\nd35:[\"$d36\"]\nd33:{\"data\":\"$d34\",\"marks\":\"$d35\",\"value\":\"2. Define your key touchpoints\",\"nodeType\":\"text\"}\nd32:[\"$d33\"]\nd30:{\"data\":\"$d31\",\"content\":\"$d32\",\"nodeType\":\"heading-3\"}\nd38:{}\nd3b:{}\nd3c:[]\nd3a:{\"data\":\"$d3b\",\"marks\":\"$d3c\",\"value\":\" Customer touchpoints are any interaction with your brand—from website visits and live chat to in-store experiences and post-purchase support. These interactions occur before"])</script><script>self.__next_f.push([1,", during and after a purchase, shaping perceptions, influencing loyalty and ultimately impacting business success. \",\"nodeType\":\"text\"}\nd39:[\"$d3a\"]\nd37:{\"data\":\"$d38\",\"content\":\"$d39\",\"nodeType\":\"paragraph\"}\nd3e:{}\nd41:{}\nd42:[]\nd40:{\"data\":\"$d41\",\"marks\":\"$d42\",\"value\":\"To deliver a seamless experience, brands must identify, analyze and optimize the most impactful touchpoints.\",\"nodeType\":\"text\"}\nd3f:[\"$d40\"]\nd3d:{\"data\":\"$d3e\",\"content\":\"$d3f\",\"nodeType\":\"paragraph\"}\nd44:{}\nd45:[]\nd43:{\"data\":\"$d44\",\"content\":\"$d45\",\"nodeType\":\"embedded-asset-block\"}\nd47:{}\nd4a:{}\nd4b:[]\nd49:{\"data\":\"$d4a\",\"marks\":\"$d4b\",\"value\":\"\",\"nodeType\":\"text\"}\nd48:[\"$d49\"]\nd46:{\"data\":\"$d47\",\"content\":\"$d48\",\"nodeType\":\"paragraph\"}\nd4d:{}\nd4e:[]\nd4c:{\"data\":\"$d4d\",\"content\":\"$d4e\",\"nodeType\":\"embedded-entry-block\"}\nd50:{}\nd53:{}\nd54:[]\nd52:{\"data\":\"$d53\",\"marks\":\"$d54\",\"value\":\"Take a look at \",\"nodeType\":\"text\"}\nd56:{\"uri\":\"https://about.starbucks.com/customer-experience/\"}\nd59:{}\nd5a:[]\nd58:{\"data\":\"$d59\",\"marks\":\"$d5a\",\"value\":\"Starbucks\",\"nodeType\":\"text\"}\nd57:[\"$d58\"]\nd55:{\"data\":\"$d56\",\"content\":\"$d57\",\"nodeType\":\"hyperlink\"}\nd5c:{}\nd5d:[]\nd5b:{\"data\":\"$d5c\",\"marks\":\"$d5d\",\"value\":\". Starbucks excels at seamlessly integrating online and offline touchpoints: \",\"nodeType\":\"text\"}\nd51:[\"$d52\",\"$d55\",\"$d5b\"]\nd4f:{\"data\":\"$d50\",\"content\":\"$d51\",\"nodeType\":\"paragraph\"}\nd5f:{}\nd62:{}\nd65:{}\nd68:{}\nd6a:{\"type\":\"bold\"}\nd69:[\"$d6a\"]\nd67:{\"data\":\"$d68\",\"marks\":\"$d69\",\"value\":\"Before purchase:\",\"nodeType\":\"text\"}\nd6c:{}\nd6d:[]\nd6b:{\"data\":\"$d6c\",\"marks\":\"$d6d\",\"value\":\" Customers discover the brand through social media ads, email campaigns and location-based promotions. \",\"nodeType\":\"text\"}\nd66:[\"$d67\",\"$d6b\"]\nd64:{\"data\":\"$d65\",\"content\":\"$d66\",\"nodeType\":\"paragraph\"}\nd63:[\"$d64\"]\nd61:{\"data\":\"$d62\",\"content\":\"$d63\",\"nodeType\":\"list-item\"}\nd6f:{}\nd72:{}\nd75:{}\nd77:{\"type\":\"bold\"}\nd76:[\"$d77\"]\nd74:{\"data\":\"$d75\",\"marks\":\"$d76\",\"value\":\"During purchase, \",\"nodeType\":\"text\"}\nd79:{}\nd7a:[]\nd78:{\"data\":\"$d79\",\"marks\":\"$d7a\",\"value\":\"customers"])</script><script>self.__next_f.push([1," can order via the mobile app, drive-thru or in-store and AI-powered recommendations enhance personalization. \",\"nodeType\":\"text\"}\nd73:[\"$d74\",\"$d78\"]\nd71:{\"data\":\"$d72\",\"content\":\"$d73\",\"nodeType\":\"paragraph\"}\nd70:[\"$d71\"]\nd6e:{\"data\":\"$d6f\",\"content\":\"$d70\",\"nodeType\":\"list-item\"}\nd7c:{}\nd7f:{}\nd82:{}\nd84:{\"type\":\"bold\"}\nd83:[\"$d84\"]\nd81:{\"data\":\"$d82\",\"marks\":\"$d83\",\"value\":\"After purchase, \",\"nodeType\":\"text\"}\nd86:{}\nd87:[]\nd85:{\"data\":\"$d86\",\"marks\":\"$d87\",\"value\":\"they engage through the Starbucks Rewards program, personalized offers and \",\"nodeType\":\"text\"}\nd89:{\"uri\":\"https://www.sprinklr.com/blog/customer-service-channels/\"}\nd8c:{}\nd8d:[]\nd8b:{\"data\":\"$d8c\",\"marks\":\"$d8d\",\"value\":\"customer service channels\",\"nodeType\":\"text\"}\nd8a:[\"$d8b\"]\nd88:{\"data\":\"$d89\",\"content\":\"$d8a\",\"nodeType\":\"hyperlink\"}\nd8f:{}\nd90:[]\nd8e:{\"data\":\"$d8f\",\"marks\":\"$d90\",\"value\":\", ensuring continued brand interaction.\",\"nodeType\":\"text\"}\nd80:[\"$d81\",\"$d85\",\"$d88\",\"$d8e\"]\nd7e:{\"data\":\"$d7f\",\"content\":\"$d80\",\"nodeType\":\"paragraph\"}\nd7d:[\"$d7e\"]\nd7b:{\"data\":\"$d7c\",\"content\":\"$d7d\",\"nodeType\":\"list-item\"}\nd60:[\"$d61\",\"$d6e\",\"$d7b\"]\nd5e:{\"data\":\"$d5f\",\"content\":\"$d60\",\"nodeType\":\"unordered-list\"}\nd92:{}\nd95:{}\nd97:{\"type\":\"bold\"}\nd96:[\"$d97\"]\nd94:{\"data\":\"$d95\",\"marks\":\"$d96\",\"value\":\"3. Personalize customer interactions\",\"nodeType\":\"text\"}\nd93:[\"$d94\"]\nd91:{\"data\":\"$d92\",\"content\":\"$d93\",\"nodeType\":\"heading-3\"}\nd99:{}\nd9c:{}\nd9d:[]\nd9b:{\"data\":\"$d9c\",\"marks\":\"$d9d\",\"value\":\" Personalization means delivering experiences tailored to customers' preferences, behaviors and needs. Today's customers expect brands to know them — from remembering past interactions to offering relevant recommendations. \",\"nodeType\":\"text\"}\nd9f:{\"uri\":\"https://www.forbes.com/advisor/business/customer-experience-trends/\"}\nda2:{}\nda3:[]\nda1:{\"data\":\"$da2\",\"marks\":\"$da3\",\"value\":\"Forbes\",\"nodeType\":\"text\"}\nda0:[\"$da1\"]\nd9e:{\"data\":\"$d9f\",\"content\":\"$da0\",\"nodeType\":\"hyperlink\"}\nda5:{}\nda6:[]\nda4:{\"data\":\"$da5\",\"marks\":\"$da6\",\"value\":\" says, 50% of customers are "])</script><script>self.__next_f.push([1,"willing to share personal information in exchange for a more personalized experience.\",\"nodeType\":\"text\"}\nd9a:[\"$d9b\",\"$d9e\",\"$da4\"]\nd98:{\"data\":\"$d99\",\"content\":\"$d9a\",\"nodeType\":\"paragraph\"}\nda8:{}\nda9:[]\nda7:{\"data\":\"$da8\",\"content\":\"$da9\",\"nodeType\":\"embedded-entry-block\"}\ndab:{}\ndae:{}\ndb0:{\"type\":\"bold\"}\ndaf:[\"$db0\"]\ndad:{\"data\":\"$dae\",\"marks\":\"$daf\",\"value\":\"4. Deploy omnichannel support\",\"nodeType\":\"text\"}\ndac:[\"$dad\"]\ndaa:{\"data\":\"$dab\",\"content\":\"$dac\",\"nodeType\":\"heading-3\"}\ndb2:{}\ndb5:{}\ndb6:[]\ndb4:{\"data\":\"$db5\",\"marks\":\"$db6\",\"value\":\"Customers expect seamless, connected experiences across every interaction — whether they engage through social media, live chat, email, phone or in-person visits. A disjointed journey leads to \",\"nodeType\":\"text\"}\ndb8:{\"uri\":\"https://www.sprinklr.com/customer-service-glossary/customer-frustration/\"}\ndbb:{}\ndbc:[]\ndba:{\"data\":\"$dbb\",\"marks\":\"$dbc\",\"value\":\"customer frustration\",\"nodeType\":\"text\"}\ndb9:[\"$dba\"]\ndb7:{\"data\":\"$db8\",\"content\":\"$db9\",\"nodeType\":\"hyperlink\"}\ndbe:{}\ndbf:[]\ndbd:{\"data\":\"$dbe\",\"marks\":\"$dbf\",\"value\":\", while a well-executed omnichannel strategy enhances \",\"nodeType\":\"text\"}\ndc1:{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"}\ndc4:{}\ndc5:[]\ndc3:{\"data\":\"$dc4\",\"marks\":\"$dc5\",\"value\":\"customer satisfaction\",\"nodeType\":\"text\"}\ndc2:[\"$dc3\"]\ndc0:{\"data\":\"$dc1\",\"content\":\"$dc2\",\"nodeType\":\"hyperlink\"}\ndc7:{}\ndc8:[]\ndc6:{\"data\":\"$dc7\",\"marks\":\"$dc8\",\"value\":\", loyalty and retention. \",\"nodeType\":\"text\"}\ndb3:[\"$db4\",\"$db7\",\"$dbd\",\"$dc0\",\"$dc6\"]\ndb1:{\"data\":\"$db2\",\"content\":\"$db3\",\"nodeType\":\"paragraph\"}\ndca:{}\ndcd:{}\ndce:[]\ndcc:{\"data\":\"$dcd\",\"marks\":\"$dce\",\"value\":\"Deploying omnichannel support requires a strategic approach to prioritizing customer needs while ensuring seamless integration across all touchpoints. This involves unifying customer data, setting clear expectations, training teams and continuously optimizing the experience.\",\"nodeType\":\"text\"}\ndcb:[\"$dcc\"]\ndc9:{\"data\":\"$dca\",\"content\":\"$dcb\",\"nodeType\":\"paragraph\"}\ndd0:{}\ndd1:["])</script><script>self.__next_f.push([1,"]\ndcf:{\"data\":\"$dd0\",\"content\":\"$dd1\",\"nodeType\":\"embedded-entry-block\"}\ndd3:{}\ndd6:{}\ndd7:[]\ndd5:{\"data\":\"$dd6\",\"marks\":\"$dd7\",\"value\":\"\",\"nodeType\":\"text\"}\ndd9:{\"uri\":\"https://www.forbes.com/sites/bernardmarr/2017/08/24/disney-uses-big-data-iot-and-machine-learning-to-boost-customer-experience/\"}\nddc:{}\nddd:[]\nddb:{\"data\":\"$ddc\",\"marks\":\"$ddd\",\"value\":\"Disney \",\"nodeType\":\"text\"}\ndda:[\"$ddb\"]\ndd8:{\"data\":\"$dd9\",\"content\":\"$dda\",\"nodeType\":\"hyperlink\"}\nddf:{}\nde0:[]\ndde:{\"data\":\"$ddf\",\"marks\":\"$de0\",\"value\":\"exemplifies omnichannel excellence through the ‘\",\"nodeType\":\"text\"}\nde2:{}\nde4:{\"type\":\"bold\"}\nde3:[\"$de4\"]\nde1:{\"data\":\"$de2\",\"marks\":\"$de3\",\"value\":\"My Disney Experience\",\"nodeType\":\"text\"}\nde6:{}\nde7:[]\nde5:{\"data\":\"$de6\",\"marks\":\"$de7\",\"value\":\"’ app, seamlessly integrating hotel bookings, park tickets, dining reservations and FastPass selections across the app, website and in-park interactions, providing a consistent and magical experience for guests.\",\"nodeType\":\"text\"}\ndd4:[\"$dd5\",\"$dd8\",\"$dde\",\"$de1\",\"$de5\"]\ndd2:{\"data\":\"$dd3\",\"content\":\"$dd4\",\"nodeType\":\"paragraph\"}\nde9:{}\ndea:[]\nde8:{\"data\":\"$de9\",\"content\":\"$dea\",\"nodeType\":\"embedded-entry-block\"}\ndec:{}\ndef:{}\ndf1:{\"type\":\"bold\"}\ndf0:[\"$df1\"]\ndee:{\"data\":\"$def\",\"marks\":\"$df0\",\"value\":\"5\",\"nodeType\":\"text\"}\ndf3:{}\ndf4:[]\ndf2:{\"data\":\"$df3\",\"marks\":\"$df4\",\"value\":\". \",\"nodeType\":\"text\"}\ndf6:{}\ndf8:{\"type\":\"bold\"}\ndf7:[\"$df8\"]\ndf5:{\"data\":\"$df6\",\"marks\":\"$df7\",\"value\":\"Leverage AI and automation for efficiency\",\"nodeType\":\"text\"}\nded:[\"$dee\",\"$df2\",\"$df5\"]\ndeb:{\"data\":\"$dec\",\"content\":\"$ded\",\"nodeType\":\"heading-3\"}\ndfa:{}\ndfd:{}\ndfe:[]\ndfc:{\"data\":\"$dfd\",\"marks\":\"$dfe\",\"value\":\"\",\"nodeType\":\"text\"}\ne00:{\"uri\":\"https://www.sprinklr.com/blog/ai-in-customer-service/\"}\ne03:{}\ne04:[]\ne02:{\"data\":\"$e03\",\"marks\":\"$e04\",\"value\":\"AI is transforming customer service\",\"nodeType\":\"text\"}\ne01:[\"$e02\"]\ndff:{\"data\":\"$e00\",\"content\":\"$e01\",\"nodeType\":\"hyperlink\"}\ne06:{}\ne07:[]\ne05:{\"data\":\"$e06\",\"marks\":\"$e07\",\"value\":\", with \",\"nodeType\":\"text\"}\ne09:{\"uri\":\"h"])</script><script>self.__next_f.push([1,"ttps://www.gartner.com/en/newsroom/press-releases/2023-08-30-gartner-reveals-three-technologies-that-will-transform-customer-service-and-support-by-2028\"}\ne0c:{}\ne0d:[]\ne0b:{\"data\":\"$e0c\",\"marks\":\"$e0d\",\"value\":\"Gartner\",\"nodeType\":\"text\"}\ne0a:[\"$e0b\"]\ne08:{\"data\":\"$e09\",\"content\":\"$e0a\",\"nodeType\":\"hyperlink\"}\ne0f:{}\ne10:[]\ne0e:{\"data\":\"$e0f\",\"marks\":\"$e10\",\"value\":\" predicting that by 2026, AI will handle 80% of customer interactions — driving efficiency and reducing service costs. AI-powered automation optimizes response times, personalizes interactions and eliminates inefficiencies by handling repetitive tasks. To stay competitive, you must critically assess your tech stack and identify opportunities to embed AI for seamless customer experiences.\",\"nodeType\":\"text\"}\ndfb:[\"$dfc\",\"$dff\",\"$e05\",\"$e08\",\"$e0e\"]\ndf9:{\"data\":\"$dfa\",\"content\":\"$dfb\",\"nodeType\":\"paragraph\"}\ne12:{}\ne13:[]\ne11:{\"data\":\"$e12\",\"content\":\"$e13\",\"nodeType\":\"embedded-entry-block\"}\ne15:{}\ne16:[]\ne14:{\"data\":\"$e15\",\"content\":\"$e16\",\"nodeType\":\"embedded-entry-block\"}\ne18:{}\ne1b:{}\ne1d:{\"type\":\"bold\"}\ne1c:[\"$e1d\"]\ne1a:{\"data\":\"$e1b\",\"marks\":\"$e1c\",\"value\":\"6. Engage customers proactively\",\"nodeType\":\"text\"}\ne19:[\"$e1a\"]\ne17:{\"data\":\"$e18\",\"content\":\"$e19\",\"nodeType\":\"heading-3\"}\ne1f:{}\ne22:{}\ne23:[]\ne21:{\"data\":\"$e22\",\"marks\":\"$e23\",\"value\":\"\",\"nodeType\":\"text\"}\ne25:{\"uri\":\"https://www.sprinklr.com/blog/proactive-customer-engagement/\"}\ne28:{}\ne29:[]\ne27:{\"data\":\"$e28\",\"marks\":\"$e29\",\"value\":\"Proactive customer engagement\",\"nodeType\":\"text\"}\ne26:[\"$e27\"]\ne24:{\"data\":\"$e25\",\"content\":\"$e26\",\"nodeType\":\"hyperlink\"}\ne2b:{}\ne2c:[]\ne2a:{\"data\":\"$e2b\",\"marks\":\"$e2c\",\"value\":\" means anticipating customer needs, addressing potential issues before they arise and providing timely updates — all powered by predictive insights. When done right, it not only reduces friction but also becomes one of the most powerful forms of marketing. In the long run, it fosters trust, strengthens loyalty and transforms customers into \",\"nodeType\":\"text\"}\ne2e:{\"uri\":\"https"])</script><script>self.__next_f.push([1,"://www.sprinklr.com/social-media-glossary/brand-advocate/\"}\ne31:{}\ne32:[]\ne30:{\"data\":\"$e31\",\"marks\":\"$e32\",\"value\":\"brand advocates.\",\"nodeType\":\"text\"}\ne2f:[\"$e30\"]\ne2d:{\"data\":\"$e2e\",\"content\":\"$e2f\",\"nodeType\":\"hyperlink\"}\ne34:{}\ne35:[]\ne33:{\"data\":\"$e34\",\"marks\":\"$e35\",\"value\":\"\",\"nodeType\":\"text\"}\ne20:[\"$e21\",\"$e24\",\"$e2a\",\"$e2d\",\"$e33\"]\ne1e:{\"data\":\"$e1f\",\"content\":\"$e20\",\"nodeType\":\"paragraph\"}\ne37:{}\ne38:[]\ne36:{\"data\":\"$e37\",\"content\":\"$e38\",\"nodeType\":\"embedded-asset-block\"}\ne3a:{}\ne3d:{}\ne3f:{\"type\":\"bold\"}\ne3e:[\"$e3f\"]\ne3c:{\"data\":\"$e3d\",\"marks\":\"$e3e\",\"value\":\"7. Optimize the last-mile experience\",\"nodeType\":\"text\"}\ne3b:[\"$e3c\"]\ne39:{\"data\":\"$e3a\",\"content\":\"$e3b\",\"nodeType\":\"heading-3\"}\ne41:{}\ne44:{}\ne45:[]\ne43:{\"data\":\"$e44\",\"marks\":\"$e45\",\"value\":\"The last mile refers to the final stage of a product or service's journey to the customer, whether package delivery, in-person service or the final step in a digital experience. Even if the rest of the customer journey is seamless, delays, poor communication or lack of transparency in the last mile can lead to \",\"nodeType\":\"text\"}\ne47:{\"uri\":\"https://www.sprinklr.com/cxm/customer-dissatisfaction/\"}\ne4a:{}\ne4b:[]\ne49:{\"data\":\"$e4a\",\"marks\":\"$e4b\",\"value\":\"customer dissatisfaction\",\"nodeType\":\"text\"}\ne48:[\"$e49\"]\ne46:{\"data\":\"$e47\",\"content\":\"$e48\",\"nodeType\":\"hyperlink\"}\ne4d:{}\ne4e:[]\ne4c:{\"data\":\"$e4d\",\"marks\":\"$e4e\",\"value\":\" and lost trust. 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desktop-sm:prose-h3:text-tablet-sm/heading-4 desktop-lg:prose-h3:text-desktop-large/heading-5 prose-h4:text-mobile-sm/body-2-bold tablet-sm:prose-h4:text-tablet-sm/heading-6 desktop-sm:prose-h4:text-tablet-sm/heading-5 desktop-lg:prose-h4:text-desktop-large/heading-5 prose-img:mx-auto\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"Adapt or get left in the dust. It sounds blunt, but that’s the hard truth in today’s hyper-competitive business world — and call centers are right in the thick of it. With technology shifting faster than ever, the call centers that don’t have a nimble change management strategy aren’t just falling behind — they’re losing the race entirely. \"]]}],[\"$\",\"p\",\"1\",{\"children\":[[false,\"That’s why we’ve created this actionable change management checklist for call centers. In this blog, we’ll walk you through the steps to ensure your call center isn’t just surviving change but thriving in it. \"]]}],[\"$\",\"p\",\"2\",{\"children\":[[false,\"Discover how to empower your agents to adopt new technologies enthusiastically, master smooth transitions and boost your competitive edge in the ever-evolving world of \"],[\"$\",\"a\",null,{\"href\":\"/cxm/what-is-customer-service/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"customer service\"]}]]}],[false,\". \"]]}],[\"$\",\"$L160\",null,{\"contentType\":\"embedTableOfContents\",\"content\":{\"nodeType\":\"document\",\"content\":[{\"data\":{\"anchorId\":\"toc-0\",\"isNestedNode\":false,\"parentAnchorId\":\"$undefined\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What is change management in call centers?\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{\"anchorId\":\"toc-1\",\"isNestedNode\":false,\"parentAnchorId\":\"$undefined\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Benefits of having a change management checklist \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{\"anchorId\":\"toc-2\",\"isNestedNode\":false,\"parentAnchorId\":\"$undefined\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"9-point change management checklist for call centers \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{\"anchorId\":\"toc-3\",\"isNestedNode\":false,\"parentAnchorId\":\"$undefined\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"How to implement change management seamlessly \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{\"anchorId\":\"toc-4\",\"isNestedNode\":false,\"parentAnchorId\":\"$undefined\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Fast tech adoption: The key to change management success \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"}]}}],[\"$\",\"h2\",null,{\"children\":[[\"$\",\"span\",null,{\"id\":\"toc-0\",\"className\":\"relative -top-[200px]\"}],[[false,\"What is change management in call centers?\"]]]}],[\"$\",\"p\",\"5\",{\"children\":[[false,\"Change management in call centers is the structured process of planning, implementing and supporting changes that impact the organization. It ensures that new technologies, processes, or policies are adopted smoothly. \"]]}],[\"$\",\"p\",\"6\",{\"children\":[[false,\"It’s a way to ensure that every change—whether big or small—enhances performance and \"],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-satisfaction/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"customer satisfaction\"]}]]}],[false,\" without disrupting day-to-day operations. \"]]}],[\"$\",\"p\",\"7\",{\"children\":[[false,\"Change can come in many forms in a call center, all of which benefit from a structured approach. Common types include: \"]]}],[\"$\",\"ul\",\"8\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Technology upgrades\"]}],[false,\": From AI-driven customer support tools to new CRM systems, tech changes are at the heart of modernizing call centers. \"]]]}],[\"$\",\"li\",\"1\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Process overhauls\"]}],[false,\": Streamlining \"],[\"$\",\"$L15f\",null,{\"href\":\"/blog/customer-service-workflows/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"customer service workflows\"]}]],\"prefetch\":false}],[false,\", introducing new service protocols or updating \"],[\"$\",\"a\",null,{\"href\":\"/cxm/escalation/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"escalation\"]}]]}],[false,\" procedures. \"]]]}],[\"$\",\"li\",\"2\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Organizational shifts\"]}],[false,\": Adjustments in team structures, leadership or role responsibilities. \"]]]}],[\"$\",\"li\",\"3\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Policy updates\"]}],[false,\": New compliance requirements, customer data protection protocols or updated service standards. \"]]]}]]}],[\"$\",\"p\",\"9\",{\"children\":[[false,\"Effective change management involves collaboration across various stakeholders. \"]]}],[\"$\",\"div\",null,{\"className\":\"w-full max-tablet-sm:overflow-x-auto\",\"children\":[\"$\",\"table\",null,{\"className\":\"max-tablet-sm:mb-4 overflow-hidden border-separate border-spacing-0\",\"children\":[\"$\",\"tbody\",null,{\"className\":\"[\u0026\u003e*:first-child\u003e*:first-child]:rounded-tl-[8px] [\u0026\u003e*:first-child\u003e*:last-child]:rounded-tr-[8px] [\u0026\u003e*:last-child\u003e*:first-child]:rounded-bl-[8px] [\u0026\u003e*:last-child\u003e*:last-child]:rounded-br-[8px] [\u0026\u003e*:first-child\u003e*]:border-t\",\"children\":[[\"$\",\"tr\",\"0\",{\"children\":[[\"$\",\"td\",null,{\"className\":\"bg-deepSkyBlue text-white relative align-top border-r border-b first:border-l border-lightGrey text-mobile-sm/body-3-bold tablet-sm:text-tablet-sm/heading-6 desktop-lg:text-desktop-large/body-2-bold p-4 desktop-lg:py-5\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Stakeholders\"]}],[false,\" \"]]}]]}],[\"$\",\"td\",null,{\"className\":\"bg-deepSkyBlue text-white relative align-top border-r border-b first:border-l border-lightGrey text-mobile-sm/body-3-bold tablet-sm:text-tablet-sm/heading-6 desktop-lg:text-desktop-large/body-2-bold p-4 desktop-lg:py-5\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Role\"]}],[false,\" \"]]}]]}]]}],[\"$\",\"tr\",\"1\",{\"children\":[[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Call center agents\"]}],[false,\" \"]]}]]}],[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"The front line of change, as they directly interact with the technology and processes. \"]]}]]}]]}],[\"$\",\"tr\",\"2\",{\"children\":[[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Team leads and supervisors\"]}],[false,\" \"]]}]]}],[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"Act as change champions, ensuring agents understand and adopt new practices. \"]]}]]}]]}],[\"$\",\"tr\",\"3\",{\"children\":[[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"IT and operations teams\"]}],[false,\": \"]]}]]}],[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"Manage the tech side of change, ensuring smooth integration and minimal downtime \"]]}]]}]]}],[\"$\",\"tr\",\"4\",{\"children\":[[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Customer experience leaders\"]}],[false,\" \"]]}]]}],[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"Oversee that the change aligns with broader CX goals and improves service quality \"]]}]]}]]}],[\"$\",\"tr\",\"5\",{\"children\":[[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"HR and training teams\"]}],[false,\" \"]]}]]}],[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"Develop and deliver training programs to equip agents with the skills to adapt \"]]}]]}]]}]]}]}]}],[\"$\",\"h2\",null,{\"children\":[[\"$\",\"span\",null,{\"id\":\"toc-1\",\"className\":\"relative -top-[200px]\"}],[[false,\"Benefits of having a change management checklist \"]]]}],[\"$\",\"p\",\"12\",{\"children\":[[false,\"Addressing change management provides significant benefits that can enhance your call center’s operations. Here are four key advantages of a change management checklist: \"]]}],[\"$\",\"p\",\"13\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Reduces disruptions:\"]}],[false,\" Without a checklist, even small changes can spiral into chaos, disrupting daily operations and affecting service quality. A well-thought-out change management checklist ensures every stage is accounted for — from testing to agent training — keeping call flows smooth and customer satisfaction intact. \"]]}],[\"$\",\"p\",\"14\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Combats resistance:\"]}],[false,\" Change is hard and resistance is a common reaction. A checklist helps leadership involve agents early, communicate changes transparently and provide support at each step, reducing friction and fostering buy-in. The result? Agents are more receptive and quicker to adapt, creating a positive ripple effect on morale and performance. \"]]}],[\"$\",\"p\",\"15\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Speeds up adoption of new technologies:\"]}],[false,\" A change management checklist helps identify potential roadblocks early, ensuring that all tech rollouts are smooth, agents are trained and the technology is used to its full potential right from the start. \"]]}],[\"$\",\"p\",\"16\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Provides measurable success metrics:\"]}],[false,\" With a structured approach, you can track the impact of each change on \"],[\"$\",\"$L15f\",null,{\"href\":\"/blog/call-center-kpis/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"call center KPIs\"]}]],\"prefetch\":false}],[false,\". A checklist clarifies goals, outlines timelines and sets up measurable checkpoints, allowing leadership to gauge success and make data-backed adjustments if needed. \"]]}],[\"$\",\"h2\",null,{\"children\":[[\"$\",\"span\",null,{\"id\":\"toc-2\",\"className\":\"relative -top-[200px]\"}],[[false,\"9-point change management checklist for call centers \"]]]}],[\"$\",\"p\",\"18\",{\"children\":[[false,\"Let’s explore some actionable steps to empower your team and enhance overall performance. Here’s a change management checklist with things you must do and avoid: \"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"1. Assess the need for change\"]]]}],[\"$\",\"p\",\"20\",{\"children\":[[false,\"Start by clarifying the reason for the change. Are you aiming to improve customer satisfaction, boost agent productivity or introduce new technology? Pinpointing the “why” ensures that each change aligns with your overall business goals and has measurable value. \"]]}],[\"$\",\"p\",\"21\",{\"children\":[[false,\"For example, if improving customer satisfaction is the primary goal, consider conducting \"],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-survey/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"customer surveys\"]}]]}],[false,\" or analyzing \"],[\"$\",\"a\",null,{\"href\":\"/customer-service-glossary/customer-feedback/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"customer feedback\"]}]]}],[false,\" to uncover specific pain points. Alternatively, if the change involves a new technology, assess the compatibility of current systems and identify necessary updates to enable smooth integration. \"]]}],[\"$\",\"p\",\"22\",{\"children\":[[false,\"Without a clear purpose, jumping into change can lead to system inefficiencies, confusion and employee resistance. \"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"2. Set clear goals and objectives \"]]]}],[\"$\",\"p\",\"24\",{\"children\":[[false,\"Break down larger goals into smaller, achievable tasks for easier tracking and momentum. For instance, instead of setting a vague goal like \\\"improve customer service,\\\" aim for something concrete: \\\"reduce \"],[\"$\",\"a\",null,{\"href\":\"/cxm/call-abandonment-rate/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"call abandonment rates\"]}]]}],[false,\" by 10% over the next six months.\\\" This type of goal provides direction and measurable benchmarks. \"]]}],[\"$\",\"p\",\"25\",{\"children\":[[false,\"To stay organized, leverage your CRM or project management software to set milestones, assign tasks and track progress. These tools offer a snapshot of where things stand and help maintain focus and accountability across the team as you move through each stage of the change. \"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"3. Select the mode of communication \"]]]}],[\"$\",\"p\",\"27\",{\"children\":[[false,\"Communication is critical to successful change management. Choose the best communication channels to share updates, such as emails, team meetings, or internal messaging platforms like Slack or Microsoft Teams. To ensure consistency, create a communication calendar that outlines when and how each update will be shared, keeping everyone informed at every stage. \"]]}],[\"$\",\"$1a\",null,{\"fallback\":null,\"children\":[[\"$\",\"$L1b\",null,{\"moduleIds\":[\"components/widgets/boxContainer/index.ts -\u003e ./BoxContainer\"]}],[\"$\",\"div\",null,{\"className\":\"w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]\",\"children\":[\"$\",\"div\",null,{\"className\":\"p-6 rounded-[6px] bg-ivory prose-p:min-h-0\",\"children\":[\"$\",\"div\",null,{\"className\":\"prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"💡\"],[\"$\",\"strong\",\"1\",{\"className\":\"font-bold\",\"children\":[false,\"Pro Tip\"]}],[false,\" \"]]}],[\"$\",\"p\",\"1\",{\"children\":[[false,\"Striking the right balance is key; overloading employees with information can be as detrimental as keeping them in the dark. Aim for clear, concise and regular updates and leverage internal communication tools to streamline and schedule messages. This approach ensures that your team receives timely information without feeling overwhelmed, supporting a smoother transition. \"]]}]]}]}]}]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"4. Engage stakeholders and build a change team\"]]]}],[\"$\",\"p\",\"30\",{\"children\":[[false,\"Bring key stakeholders into the fold from the start. This includes leadership, supervisors and agents who will feel the impact of the change most directly. By forming a dedicated change team, you build momentum and secure support across all levels of your organization. \"]]}],[\"$\",\"p\",\"31\",{\"children\":[[false,\"Identify and empower early adopters—those employees who are naturally receptive to change — to serve as “change agents.” These champions can promote the change's benefits, address team concerns and share real-time feedback, making the transition smoother for everyone. \"]]}],[\"$\",\"p\",\"32\",{\"children\":[[false,\"Overlooking leadership input or failing to engage frontline staff with insights into day-to-day operations can create roadblocks. Consider using collaborative tools like Trello or Asana to manage tasks, responsibilities and progress across teams, ensuring everyone stays aligned and accountable. \"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"5. Integrate new tools and systems \"]]]}],[\"$\",\"p\",\"34\",{\"children\":[[false,\"With the right stakeholders engaged, it's time to select and integrate the appropriate tools to support your change initiative. This could include new \"],[\"$\",\"$L15f\",null,{\"href\":\"/blog/customer-service-software/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"customer service software\"]}]],\"prefetch\":false}],[false,\", AI-driven call routing systems or advanced reporting and analytics tools designed to enhance efficiency and performance. \"]]}],[\"$\",\"p\",\"35\",{\"children\":[[false,\"Roll out new tools in phases to ensure a smooth transition and minimize technical issues. Instead of a full-scale implementation, consider starting with a pilot program that allows you to test the new system in a controlled environment. For instance, if an AI-driven call routing system is introduced, implement it in one department or with a select group of agents to gather feedback and make necessary adjustments before a company-wide rollout. \"]]}],[\"$\",\"p\",\"36\",{\"children\":[[false,\"Additionally, ensure that the new software integrates seamlessly with your existing tools— such as your CRM or \"],[\"$\",\"a\",null,{\"href\":\"/cxm/call-management/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"call management systems\"]}]]}],[false,\" — to prevent data silos. For example, adopting a new reporting tool should work harmoniously with your CRM to provide a unified view of \"],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-interaction/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"customer interactions\"]}]]}],[false,\" and insights, helping your team make informed decisions based on comprehensive data. \"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"6. Conduct training programs \"]]]}],[\"$\",\"p\",\"38\",{\"children\":[[false,\"Thorough training ensures that employees are comfortable with new tools and processes. You can create a comprehensive training plan that includes hands-on practice, role-playing and scenario-based learning. \"]]}],[\"$\",\"p\",\"39\",{\"children\":[[false,\"Many businesses rush through training or only focus on technical aspects. You don’t want that for your call center. Use a combination of live training sessions and self-paced modules to accommodate different learning styles. To ensure the effectiveness of your training, invest in a \"],[\"$\",\"a\",null,{\"href\":\"/help/articles/learning-management-system/what-is-a-learning-management-system/6498846d564e3e25f803ea40/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"learning management system (LMS)\"]}]]}],[false,\" to track progress and assess training effectiveness. \"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"7. Revisit call scripts and IVR \"]]]}],[\"$\",\"p\",\"41\",{\"children\":[[false,\"With training underway and feedback collected, it’s time to check if the change impacts the existing call scripts, IVR menu or the way routine calls are handled in any way. Accordingly, make sure the necessary modifications are incorporated. \"]]}],[\"$\",\"p\",\"42\",{\"children\":[[false,\"Similarly, review and ensure workflows are updated, which may involve automating certain tasks, reassigning responsibilities or creating more intuitive processes. \"]]}],[\"$\",\"p\",\"43\",{\"children\":[[false,\"Once you’ve adjusted, conduct test runs with your team to assess the effectiveness of the new scripts and workflows. Encourage agents to provide feedback on what works and doesn’t and be prepared to iterate based on their experiences. \"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"8. Gather continuous feedback \"]]]}],[\"$\",\"p\",\"45\",{\"children\":[[false,\"Let’s say you recently introduced a new customer relationship management (CRM) system. After a month of usage, you hold a check-in meeting where agents can voice their experiences. During this session, an agent mentioned that they find the new CRM interface confusing and that it slows down their call handling. \"]]}],[\"$\",\"p\",\"46\",{\"children\":[[false,\"Armed with this feedback, you can take immediate action: \"]]}],[\"$\",\"ol\",\"47\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Organize a refresher training session:\"]}],[false,\" Host a targeted training session focused on effectively navigating the CRM. \"]]]}],[\"$\",\"li\",\"1\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Create quick reference guides:\"]}],[false,\" Develop easy-to-follow cheat sheets that agents can refer to during calls. \"]]]}],[\"$\",\"li\",\"2\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Follow-up:\"]}],[false,\" Send out an anonymous survey a week after the refresher training to gauge whether agents feel more comfortable with the CRM. \"]]]}]]}],[\"$\",\"$1a\",null,{\"fallback\":null,\"children\":[[\"$\",\"$L1b\",null,{\"moduleIds\":\"$161\"}],[\"$\",\"div\",null,{\"className\":\"w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]\",\"children\":[\"$\",\"div\",null,{\"className\":\"p-6 rounded-[6px] bg-ivory prose-p:min-h-0\",\"children\":[\"$\",\"div\",null,{\"className\":\"prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"😊Good to know\"]}],[false,\" \"]]}],[\"$\",\"p\",\"1\",{\"children\":[[false,\"Sprinklr’s \"],[\"$\",\"$L162\",null,{\"href\":\"https://www.sprinklr.com/products/consumer-intelligence/surveys/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"online survey software\"]}]]}],[false,\" can streamline your employee feedback collection process. 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Evaluate the success of the change management checklist \"]]]}],[\"$\",\"p\",\"50\",{\"children\":[[false,\"Once you’ve implemented your change management checklist, it’s essential for C-suite leaders to critically evaluate its effectiveness. This evaluation focuses on assessing how well the checklist supported the change process and identifying areas for improvement to set stronger foundations for future initiatives. \"]]}],[\"$\",\"p\",\"51\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"🔍 Checklist relevance:\"]}],[false,\" Review whether the items included in the checklist were relevant to the changes made. Did it address all necessary components? Were there gaps that could be filled in future iterations? \"]]}],[\"$\",\"p\",\"52\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"🔬 Implementation effectiveness:\"]}],[false,\" Reflect on how well the checklist guided the implementation process. 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Knowledge base software\"]}],[false,\" \",[\"$\",\"br\",null,{}],\"\"],[\"$\",\"$L15f\",null,{\"href\":\"/blog/knowledge-base-software/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"Knowledge base software\"]}]],\"prefetch\":false}],[false,\" serves as a centralized repository for all relevant information related to the change management process. 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Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Sravani Gade\"},\"person\":{\"contentType\":\"person\",\"id\":\"3jUQQsi8ubQ9LaGrUlqcoP\",\"entryTitle\":\"Sravani Gade\",\"name\":\"Sravani Gade\",\"title\":\"Lead Content Marketer\",\"companyDivision\":\"Sprinklr\",\"image\":{\"id\":\"1sCiHKZJEm7kYsfzbZa06Q\",\"title\":\"Sravani Gade\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/1sCiHKZJEm7kYsfzbZa06Q/b3367ed67b9dc78020c4f83553b3cc0a/Writer_Bio_Image_-_Sravani.jpeg\",\"details\":{\"size\":400962,\"image\":{\"width\":1365,\"height\":2048}},\"fileName\":\"Writer Bio Image - Sravani.jpeg\",\"contentType\":\"image/jpeg\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"I bring over 8 years of expertise in crafting impactful content. Specializing in long-form narratives for B2B SaaS, I strive to combine creativity with insight to engage and inform the audience.\",\"marks\":[],\"data\":{}}]}]},\"slug\":\"sravani-gade\"},\"personalization\":\"Lazy\"}],\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Change Management is that elephant in the room that no one wants to talk about or thinks through. Been there? We feel you. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Change is an inevitable part of business growth and survival. However, without proper planning and processes in place, change can be disruptive, chaotic and well, costly. For contact centers, especially large establishments, technology changes can be quite overwhelming. Legacy systems, hardcoded applications or single-use debris – all of these can pose significant challenges when considering change. It is, therefore, crucial to manage change to minimize risk and ensure a seamless transition for the betterment of your contact center. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Change Management - Not a Sprint but a Marathon \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{\"target\":{\"id\":\"2bb90pNwx7RbHfkN9hFOSP\",\"title\":\"Quote from Deloitte that describes the financial impact of unmanaged change\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/2bb90pNwx7RbHfkN9hFOSP/ac182a5a15180e5460fe1fc95fad5f11/Quote.png\",\"details\":{\"size\":81723,\"image\":{\"width\":1768,\"height\":998}},\"fileName\":\"Quote.png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Dealing with large-scale change is not easy and will have its fair share of challenges. Some of the biggest challenges that contact centers face in this process are: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"1. Denial\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" – The inability to communicate the vision and the need for change across every employee in the organization can lead to resistance. Especially when they day-to-day operations might have an impact.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"2. The lack of big picture\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" – Gauging the need and impact of the change from a microscopic view can be misleading and can complicate the execution of the change. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. Unrealistic expectations\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" – All the key stakeholders driving the change must align on the “why” of the change and the potential impact it is going to have. Expecting the change to exponentially better the operations can be unproductive. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"4. Misalignment within the organization \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"-The lack of timely, regular and transparent communication can cause confusion within the organization creating a discord between teams and what they are expected to deliver. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"52YohFh3MVFcabXGPS0dSn\",\"title\":\"Table that shows the consequences if critical change components are missed\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/52YohFh3MVFcabXGPS0dSn/d36c18e655d2c6d4468ff3fc151d6775/Screenshot_2023-07-12_at_8.13_1.png\",\"details\":{\"size\":182421,\"image\":{\"width\":2582,\"height\":1360}},\"fileName\":\"Screenshot 2023-07-12 at 8.13 1.png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The outcome of managing change versus leaving it unmanaged can vary drastically. Financially, the costs associated with delays, employee turnover, and lost productivity can be \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"six times more expensive \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"than\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"what you planned for. To add to it, you run the risk of the change initiatives getting delayed or stalled altogether, wasting precious company resources. Overall, the lack of proper change management can result in outdated practices and technologies, rendering your contact center obsolete in a rapidly evolving industry. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Managed change focuses on improving business performance before, during, and after the change by making the process efficient. Unmanaged change, on the other hand rushes the process to boost performance without considering long-term consequences. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Build Endurance for Effective Change Management \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"To navigate through the challenges and ensure a successful transition, here’s a tried-and -tested, Sprinklr recommended five-step framework: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"1. Leadership Sponsorship\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Change needs strong leadership support to ensure commitment, resources, and guidance throughout the process. Leaders must set the direction and communicate with transparency the vision to inspire and motivate employees. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"2. Readiness for Change\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Before implementing any changes, assess the organization's readiness. Evaluate the current state, identify any potential roadblocks, and create strategies to address them. Also, clearly define the scope, impact in terms of the expected ROI the proposed changes must bring. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"5g5pmHHMJlUQQiXnjcVogr\",\"title\":\"Five principals of effective organizational change to adopt new technology\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/5g5pmHHMJlUQQiXnjcVogr/ae9245a2b78721b6beee7ddea9d6ef3d/Screenshot_2023-07-12_at_8.15_1.png\",\"details\":{\"size\":169651,\"image\":{\"width\":2634,\"height\":1202}},\"fileName\":\"Screenshot 2023-07-12 at 8.15 1.png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. Employee Buy-in\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Engage and involve employees in the change process from the get-go, to ensure successful implementation. Help your employees understand the reasons for change, addresses their concerns, and provide opportunities for feedback and input. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"4. Enable \u0026 Engage Employees\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Empower employees through relevant trainings and support. Equip them with the necessary skills and knowledge to adapt to the change. Provide extended support even after the changes have been implemented. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"5. Assess Change Progress \u0026 Outcomes\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Evaluate the progress of your change initiative and measure their outcomes regularly. Make timely adjustments, identify areas of improvement, and ensure the desired objectives have been achieved. Assess against the defined ROIs to gauge the success of the implementation. Having continuous monitoring and feedback mechanisms provide valuable insights that allow ongoing learning and improvement. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The Change Toolkit \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Why just stop at the framework? We want to go a step further and equip you with tools that can make the change happen. Here’s a comprehensive \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://sprinklr-my.sharepoint.com/:x:/p/raghavendra_rao/ESv-vKgQJX5Ju2U08k1SfvABFWhkLhTHutnFIcvphsW_Eg?e=GbDukH\u0026xsdata=MDV8MDF8fDU3OTZjOTJmM2ZjMzQ5YTVhNjQ1MDhkYjYxZTk3NGU1fDUyYmM3ZTIyNjYzMTRjODg5YzRmOWMxMTVjMTg2MTQ4fDB8MHw2MzgyMTE0Mjc1MTk1Mzg3NTd8VW5rbm93bnxWR1ZoYlhOVFpXTjFjbWwwZVZObGNuWnBZMlY4ZXlKV0lqb2lNQzR3TGpBd01EQWlMQ0pRSWpvaVYybHVNeklpTENKQlRpSTZJazkwYUdWeUlpd2lWMVFpT2pFeGZRPT18MXxMMk5vWVhSekx6RTVPalJpWmpFMU5UazJZalF3TWpRMFl6VmlNRFZrTUdZelpUWXlNR1U0WW1ZNFFIUm9jbVZoWkM1Mk1pOXRaWE56WVdkbGN5OHhOamcxTlRRMU9UVXdOelk1fGM0MmVkMDYzMjU0YjRmYjVhNjQ1MDhkYjYxZTk3NGU1fDBlYjRiY2FiYjkwZjQyMTNhMWRiMjc2NjQ1MzNkMDhm\u0026sdata=RUxNZVh2TFdhSzhNQ0s0MFBWWUFNS3FFNktNdk5CelZTbjA4L0lhWklaST0%3D\u0026ovuser=52bc7e22-6631-4c88-9c4f-9c115c186148%2Craghavendra.rao%40sprinklr.com\u0026isSPOFile=1\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"change toolkit\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" that can help you get started with your change management process. This toolkit includes actionable templates, readiness assessments to gauge the impact of change and mitigate risks, and other resources to support you throughout your change journey. Also, explore practical guidance and tools to facilitate smooth transitions and minimize disruptions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This is Just the Start \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"We delve deeper into each of the steps of the change management framework. For any questions, feel free to \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/talk-to-an-expert/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"reach out to our experts\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" who can walk you through the process. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"thumbnailImage\":{\"id\":\"1xG3JNm2zArwIKLrRzvs3O\",\"title\":\"Hero Image\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/1xG3JNm2zArwIKLrRzvs3O/580817111af74fb160d9674f2a21c5f1/Hero_Image.jpeg\",\"details\":{\"size\":11354161,\"image\":{\"width\":6720,\"height\":4480}},\"fileName\":\"Hero Image.jpeg\",\"contentType\":\"image/jpeg\"}},\"slug\":\"/blog/change-management-for-contact-centers/\"},{\"id\":\"2xfonAhl3VPL7Yd3kG8DU2\",\"title\":\"Change Management Models: A Customer Service Perspective\",\"category\":\"CXM\",\"authors\":[{\"contentType\":\"blogAuthorPage\",\"id\":\"7iprSk2tN8Ka5E1AOXqOTI\",\"authorName\":\"Bhavya Aggarwal\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"2HrRAgTeoTUeoXa57T280i\",\"seoTitle\":\"Bhavya Aggarwal\",\"seoDescription\":\"Get the latest articles and insights from Bhavya Aggarwal. Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Bhavya Aggarwal\"},\"person\":{\"contentType\":\"person\",\"id\":\"1VZTTUoSj8XzqbQ6ckXmSP\",\"entryTitle\":\"Bhavya Aggarwal\",\"name\":\"Bhavya Aggarwal\",\"companyDivision\":\"Contributor\",\"image\":{\"id\":\"4Sc9cBvaLF4qa0umYJFQZM\",\"title\":\"Bhavya Aggrawal\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4Sc9cBvaLF4qa0umYJFQZM/5d2b1d9943ea2093982d3799de52741c/Bhavya_Aggrawal.jpeg\",\"details\":{\"size\":101876,\"image\":{\"width\":1024,\"height\":1024}},\"fileName\":\"Bhavya Aggrawal.jpeg\",\"contentType\":\"image/jpeg\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Bhavya is a tech and marketing content writer with over five years of industry experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"bhavya-aggarwal\"},\"personalization\":\"Lazy\"},{\"contentType\":\"blogAuthorPage\",\"id\":\"140mUbUKJvo7brzU6hhqpe\",\"authorName\":\" Jayadeep Subhashis\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"4HtFY4yY4lJTr0ryQnl5TM\",\"seoTitle\":\"Jayadeep Subhashis\",\"seoDescription\":\"Get the latest articles and insights from Jayadeep Subhashis. Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Jayadeep Subhashis\"},\"person\":{\"contentType\":\"person\",\"id\":\"52Cq6EMSm9lrw6syZiwcav\",\"entryTitle\":\"Jayadeep Subhashis\",\"name\":\"Jayadeep Subhashis\",\"title\":\"Senior Content Specialist\",\"companyDivision\":\"Sprinklr\",\"image\":{\"id\":\"sAfZXcgx9PYudmZjm7RNw\",\"title\":\"Jayadeep\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/sAfZXcgx9PYudmZjm7RNw/27b08ef6077b10270baea4389fdc6569/Jaydeep.png\",\"details\":{\"size\":3916019,\"image\":{\"width\":1737,\"height\":1737}},\"fileName\":\"Jaydeep.png\",\"contentType\":\"image/png\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"With more than a decade of content marketing experience, Jayadeep is a senior B2B content creator and editor skilled in concise and elaborate storytelling. When he is not engaged in weaving compelling stories for Sprinklr, you will find him conversing with his dad about world history, music, movies, and books (mostly fiction). An avid traveler, Jayadeep meticulously plans the extended weekends ahead of time, ensuring his camera gear is ready to capture the safari adventures. He spends hours observing wildlife behavior, cut off from the internet, which, according to him, is a liberating experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"jayadeep-subhashis\"},\"personalization\":\"Lazy\"}],\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"What is a change management model? \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"A change management model is a structured approach to transitioning individuals, teams and organizations from their current state to a desired future state. These models serve as a roadmap for effectively implementing change, ensuring that every step is strategically planned and executed. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In the dynamic world of \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/what-is-customer-service/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer service\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", these models are essential for navigating technological advancements, evolving customer expectations and operational shifts. By providing a clear roadmap, change management models ensure that changes are implemented smoothly, minimizing disruptions and maximizing efficiency. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"However, it's crucial to remember that successful change management goes beyond technical implementation. It's equally important to address the human element, considering how change impacts employees' roles, responsibilities and overall job satisfaction. By fostering a culture of adaptability and prioritizing employee well-being, you can enhance your ability to deliver exceptional customer experiences. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"To illustrate, consider a traditional brick-and-mortar retailer struggling to compete with online giants. To stay relevant, they invest heavily in \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/omnichannel-customer-experience/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"omnichannel customer experiences\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", including buying online, picking up in-store options and using advanced inventory management systems. Without a comprehensive change management strategy, this transformation could be met with resistance from store managers, confusion among employees and a subpar customer experience. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"By implementing a well-structured change management model, the retailer can effectively address these challenges, ensuring a smooth transition and maximizing the benefits of the new strategy. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Change management theory vs. change management model \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Understanding the difference between change management theory and model is very important. Many businesses often confuse them and falter down the road.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"table\",\"data\":{},\"content\":[{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Aspect\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Change management theory\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Change management model\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Definition\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Explains how and why change occurs \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Provides a step-by-step guide to implementing change \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Focus\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Provides a general understanding of the change process. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Offers a practical framework for guiding change initiatives. \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Scope\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Broad and conceptual. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Specific and actionable. \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Application\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Includes understanding the principles of change, such as how to motivate employees and foster acceptance \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Includes planning, implementation and evaluation of change initiatives. \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Implications for customer service\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Helps understand customer resistance and behavior during changes, such as why customers might resist changes \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Provides clear steps for improving customer service processes, such as steps to implement a new protocol. \",\"marks\":[],\"data\":{}}]}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Let’s dive straight into our eight change management models.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"tableOfContentHeadings\",\"id\":\"2OOr2rEfgS6urK3s0I9WzS\",\"title\":\"Eight change management models\",\"headings\":[{\"contentType\":\"headingText\",\"id\":\"25CC4vL4XjbzVyXCWc44nR\",\"name\":\"Lewin’s change management model\",\"title\":\"Lewin’s change management model\"},{\"contentType\":\"headingText\",\"id\":\"5f2TKozERxA2sJ1a2iyuTB\",\"name\":\"Kotter’s eight-step change management model\",\"title\":\"Kotter’s eight-step change management model\"},{\"contentType\":\"headingText\",\"id\":\"4EtXI0ZbgUjJ9rh4gjdVsE\",\"name\":\"ADKAR change management model\",\"title\":\"ADKAR change management model\"},{\"contentType\":\"headingText\",\"id\":\"2FgWji0qTaViq0LaqjfSFn\",\"name\":\"Nudge theory\",\"title\":\"Nudge theory\"},{\"contentType\":\"headingText\",\"id\":\"2OZwVYFN8Dv4PEm8z1EcjH\",\"name\":\"McKinsey 7-S framework\",\"title\":\"McKinsey 7-S framework\"},{\"contentType\":\"headingText\",\"id\":\"7hPrRCyaLOp5J8nD6qNeKG\",\"name\":\"Kubler-Ross change curve\",\"title\":\"Kubler-Ross change curve\"},{\"contentType\":\"headingText\",\"id\":\"5bIZmiuffvifOfx0fO5XIn\",\"name\":\"Bridges’ transition model\",\"title\":\"Bridges’ transition model\"},{\"contentType\":\"headingText\",\"id\":\"7v8mhwmEAEAZ3fL3y9OEHE\",\"name\":\"PDCA Cycle\",\"title\":\"PDCA Cycle\"}],\"hasSingleColumn\":true,\"hasNumberedList\":true}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"As we discuss these models, we also illuminate how they can be applied to customer service functions planning to change. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Lewin’s change management model \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🔬 Kurt Lewin, a social psychologist\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🗓️ 1950s\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡 Focuses on the dynamics of group behavior and the importance of understanding and facilitating change in a structured manner.\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Lewin’s change management model is a simple framework that involves three main steps: unfreeze, change and refreeze.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"yLy4md2Jqv16Y2CT0J9eD\",\"title\":\"Lewin change management model\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/yLy4md2Jqv16Y2CT0J9eD/b284218895d95772c650bf81056c3253/AdobeStock_536682689.jpeg\",\"details\":{\"size\":954270,\"image\":{\"width\":4473,\"height\":3354}},\"fileName\":\"AdobeStock_536682689.jpeg\",\"contentType\":\"image/jpeg\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Step 1: Unfreeze\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"This step, known as 'Unfreeze’ is a crucial stage in the change management process. It involves breaking down the existing status quo, challenging current beliefs, behaviors and processes and preparing for the upcoming changes. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"1RS25LNYILLxe5pyMlWMbo\",\"title\":\"Application to customer service\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"⚙️ \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Application to customer service\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\n \\nIdentify areas in customer service that need improvement, gather feedback from customers and prepare the team for upcoming changes. This might include training sessions to address service gaps, such as slow response times, long hold times or handling demanding customers. \\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Step 2: Change\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The 'Change' step is a pivotal phase in the change management process. It is in this step that you implement the changes, introducing new processes, behaviors and ways of thinking. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"1dR1bYFDewmKvaXy6HRlLW\",\"title\":\"Application to customer service \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"⚙️ \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Application to customer service\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"\\n\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Roll out new customer service protocols, tools or practices, such as a new \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/contact-center-crm/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"contact center CRM\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" system or enhanced agent training programs. Ensure continuous support and communication to help the team adapt to these changes. Monitor the implementation closely to address any issues, such as resistance to new processes. \\n\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Step 3: Refreeze\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In this step, you solidify the new state after the change. This step is crucial for ensuring that changes are embedded into your organization and become the new norm. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"29NhltTDQXyf0hBfPNMACl\",\"title\":\"Application to customer service\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"⚙️\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\" Application to customer service\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Reinforce new customer service practices, such as adhering to updated service protocols and using enhanced training techniques. Celebrate successes, such as improved customer satisfaction scores, to motivate your team and empower them to make the new processes stick.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Kotter’s eight-step change management model \\n \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🔬 Dr. John Kotter, founder of Kotter International\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🗓️\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"1995\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡Focuses on creating a sense of urgency and building a guiding coalition to drive successful change.\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"BBw5kQv3952pmnVa2H3Dc\",\"title\":\"Kotter’s eight-step change management model\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/BBw5kQv3952pmnVa2H3Dc/96f3cc0f1c47be24ff73f62ea97d3d02/8Steps_Final_Transparent.png.webp\",\"details\":{\"size\":116890,\"image\":{\"width\":2048,\"height\":1976}},\"fileName\":\"8Steps_Final_Transparent.png.webp\",\"contentType\":\"image/webp\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.kotterinc.com/methodology/8-steps/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \\n \\nKotter’s change management model explains the psychology of the people going through a change and suggests eight different steps to tackle it. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Step 1: Create a sense of urgency: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Highlight the need for change and its importance. Creating urgency ensures that the team understands the necessity of the change and is ready to act. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Step 2: Build a guiding coalition: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Form a group of influential leaders and stakeholders, such as department heads or senior managers, to support and drive the change. Also, ensure buy-in from key team members and foster a collaborative effort. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Step 3: Form a strategic vision: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Develop a clear vision and actionable steps to achieve the change. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Step 4: Enlist a volunteer army: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Persuasively encourage employees to take ownership of the change and actively participate. This approach empowers them and can significantly boost their engagement. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Step 5: Enable action by removing barriers: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Identify obstacles hindering progress. Streamline processes and reduce inefficiencies. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Step 6: Generate short-term wins: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Achieve and celebrate small victories to build momentum. This boosts team morale and demonstrates the change's benefits. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Step 7: Sustain acceleration: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Use the momentum from short-term wins to drive further change. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Step 8: Institute change: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Embed the new changes into the organization's culture. These practices soon become the norm.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"2RhzwmF4Plboxv4Wvpr3sD\",\"title\":\" Application to customer service \",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"⚙️\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\" Application to customer service\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Let’s say you plan to implement a new CRM system to improve customer interactions and data management. Here’s how to go about the change using Kotter’s change management model: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"⏰ Creating a sense of urgency:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" You highlight declining \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer satisfaction\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", increasing call volumes and lost revenue opportunities to your customer service team by clearly pointing out existing inefficient processes. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"👷 Building a guiding coalition:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" After the initial communication, you assemble a cross-functional team of customer service representatives, supervisors, IT and marketing to help drive the change initiative. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🎯 Creating a vision:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Make sure the newly formed team clearly understands how the new CRM integration with customer service will improve customer experiences and operational efficiency. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"📧 Communicating the vision:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Conduct town hall meetings, distribute informative materials and utilize internal \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/communication-channels/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"business communication channels\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to share the vision and benefits of your new system to the larger team. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"💼 Empowering employees:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Provide training and support to equip \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/contact-center-agent/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"contact center agents\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" with the necessary skills to utilize the new CRM system effectively. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🥇 Generating short-term wins:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Carefully monitor the contact center performance and celebrate early success, such as improved response times or \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/first-contact-resolution/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"first-contact resolutions\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🔧 Consolidating gains and producing more change:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Analyze initial results, identify areas for improvement and implement additional enhancements to the CRM system. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"⛳ Anchoring new approaches in the culture:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Integrate the new CRM system into daily operations and performance metrics to ensure long-term sustainability.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"ADKAR change management model \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🔬 Jeff Hiatt, founder of Prosci\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🗓️\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Late 90s\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡 Focuses on the five key building blocks of successful change: Awareness, Desire, Knowledge, Ability and Reinforcement.\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The ADKAR change management model argues that organizational change is only possible when individuals change. Here are the five steps it talks about:\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"2MZmBB1PpXL6fDd6H9udPz\",\"title\":\"ADKAR change management model\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/2MZmBB1PpXL6fDd6H9udPz/a0d7e214a9529d16020414b960ac20cc/AdobeStock_499209800.jpeg\",\"details\":{\"size\":1238695,\"image\":{\"width\":5477,\"height\":2739}},\"fileName\":\"AdobeStock_499209800.jpeg\",\"contentType\":\"image/jpeg\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Step 1: Awareness\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Create awareness of the need for change. Employees must understand why the change is necessary and what it entails. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Step 2: Desire\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Foster the desire to participate in and support the change. This involves addressing the personal motivations of employees. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Step 3:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Knowledge\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Provide knowledge on how to change. This includes training and education on the new tools, processes or skills required. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Step 4: Ability\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Develop the ability to implement the change on a day-to-day basis. This involves practice and support to build proficiency. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Step 5: Reinforcement\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Reinforce the change to ensure it sticks. This includes recognition, rewards and feedback to maintain the new practices. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"01xly2qA4w9IrTCKd0eH8z\",\"title\":\"Application to customer service\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"⚙️\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\" Application to customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Following the limited capabilities of your existing knowledge base, which adds up to longer resolution times, you propose implementing a new \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/knowledge-base-software/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"knowledge base software\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to improve accessibility and efficiency. Do you feel the ADKAR model is the right change management model to go about it? Let's see how the transition would look. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Awareness:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" By clearly communicating the need for a new knowledge base, you can help the employees understand the necessity of the change. Issues like inconsistent information, lengthy resolution times and customer frustration due to repeated questions can be highlighted. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Desire:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Emphasize how the new knowledge base will benefit agents by reducing repetitive tasks, improving problem-solving abilities and enhancing job satisfaction. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Knowledge:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Provide comprehensive training on the new system's features and functionalities. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ability:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Offer hands-on practice and support during the transition period. Create opportunities for agents to experiment with the new system and provide feedback. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Reinforcement:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Recognize and reward agents who effectively utilize the knowledge base. Based on user feedback, continuously update and improve the system. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Nudge theory \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🔬 Richard H. Thaler (economist and Nobel Laureate)\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"and Cass R. Sunstein (Professor, Havard Law School)\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🗓️\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"2008\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡Based on the concept that small, subtle changes in the environment can predictably influence people’s behavior without restricting their freedom of choice.\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Nudge theory suggests that minor environmental adjustments or how choices are presented can significantly impact decision-making and behavior. It relies on principles from behavioral economics and psychology. By understanding how people make decisions, organizations can design interventions that \\\"nudge\\\" individuals toward desired behaviors.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"2VmO7UCdrtszb4aS3L0Lqq\",\"title\":\"Application to customer service\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"⚙️\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\" Application to customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Continuing from the example above, to encourage agents to use the knowledge base more frequently, consider these nudges: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Social proof:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Highlight the number of times a specific knowledge article has been viewed or rated positively. This can encourage other agents to use the knowledge base. \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Default options:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" When agents receive a customer inquiry, make the \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/knowledge-base/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"knowledge base\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" the default search option. This can subtly guide them to use the resource. \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Gamification:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Introduce a points system or leaderboard to recognize agents using the knowledge base effectively, creating a friendly competition. \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Loss aversion:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Highlight the negative consequences of not using the knowledge base, such as increased average handle times or customer dissatisfaction. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"McKinsey 7-S framework\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🔬 Tom Peters and Robert Waterman, Jr, business consultants\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🗓️\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"1980s\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡Designed to analyze and improve organizational effectiveness through its seven interrelated elements.\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"McKinsey's 7-S framework divides the change management program into seven phases. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"G2vLKEWpfFzeMwfd6bqm0\",\"title\":\"McKinsey 7-S framework for change management\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/G2vLKEWpfFzeMwfd6bqm0/ffde7a62042fc37dba5474be2ab259b3/McKinsey_7S_framework.svg.png\",\"details\":{\"size\":156761,\"image\":{\"width\":1920,\"height\":2077}},\"fileName\":\"McKinsey_7S_framework.svg.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://en.wikipedia.org/wiki/McKinsey_7S_Framework\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"ordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Strategy\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": The plan devised to maintain and build a competitive advantage \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Structure\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": The way the organization is arranged, including hierarchy and reporting lines \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Systems\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": The daily activities and procedures staff use to complete tasks\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Shared values\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Core values as showcased in the corporate culture and work ethics of the organization\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Style\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": The leadership approach of top management and the company's overall operating style \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Staff\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": The employees and their general capabilities\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Skills\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": The actual skills and competencies of the employees working for the company \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"5DQUxjBFaiP6M7DeURo5VK\",\"title\":\"Application to customer service \",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"⚙️\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\" Application to customer service\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \\n \\nRealizing the growing competition and lack of product differentiation, you want to shift your business focus from revenue-oriented to \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-centricity/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer-centricity\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". You believe the McKinsey 7S framework is the ideal change management model to achieve this. Let’s look at the action plan. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Strategy:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Shift the focus from operational efficiency to customer experience as the primary strategic goal. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Structure:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Create cross-functional teams to collaborate on customer-centric initiatives and break down silos. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Systems:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Implement new technology and processes that support a customer-centric approach, such as \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-journey-mapping/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer journey mapping\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/omnichannel-routing/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"omnichannel routing\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and more. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Shared values:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Emphasize a customer-first culture where employees are empowered to solve customer problems. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Skills:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Equip employees with \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-skills/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer service skills\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", empathy and problem-solving abilities through training and development. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Style:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Foster a leadership style that prioritizes customer feedback and empowers employees to make decisions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Staff:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Hire and retain employees who are passionate about delivering exceptional customer experiences.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Kubler-Ross change curve \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🔬 Elisabeth Kübler-Ross, a psychiatrist\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🗓️\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"1960s\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡Focuses on the five stages of grief and how individuals cope with significant life changes. It highlights the emotional journey experienced when confronted with change.\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The Kubler-Ross Change Curve, originally describing the five stages of grief, can also apply to customer and agent reactions during service changes. These stages — shock and denial, anger, bargaining, depression and acceptance — reflect the emotional journey experienced when confronted with change. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Shock and denial: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"When faced with service changes, customers might initially resist the need for change. They may feel confused and refuse to accept that the new system or service is better. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Anger: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"As the reality of the change sets in, customers might feel frustrated or angry and express dissatisfaction with the new service or system. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Bargaining: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"During the bargaining stage, customers might try to negotiate or find ways to return to the old service. They could also request to retain certain aspects of the previous system. \\n \\n\",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Depression: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Customers may feel overwhelmed or helpless, believing the new service will never meet their needs as effectively as the old one. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Acceptance: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Customers begin to accept the change, understand its benefits and integrate it into their routine. They start to use the new service confidently.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"45kkvGolOnEdDvcFiMVsZ4\",\"title\":\"Application to customer service\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"⚙️\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\" Application to customer service\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A significant change in call center \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/service-level-agreement/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"service level agreements (SLAs)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" can also trigger the Kubler-Ross Change Curve among customer service agents:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"😲 Denial:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Agents may initially resist the new SLAs, believing they are unrealistic or unattainable. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"😡 Anger:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Frustration and resentment may arise as agents feel overwhelmed by the increased expectations and pressure to meet new targets.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"😣 Bargaining:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Agents might negotiate for more resources or support to meet the new SLAs.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"😞 Depression:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" A sense of hopelessness and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-burnout/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"call center burnout\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" may set in as agents struggle to consistently meet the standard \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-agent-performance-metrics/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"call center agent performance metrics\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🙂 Acceptance:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Over time, agents may adapt to the new SLAs and find ways to improve efficiency and productivity.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Bridges’ transition model \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🔬 William Bridges, a change consultant\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🗓️ 1991\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡 Core idea: Emphasizes the emotional and psychological transitions people undergo during change rather than the change itself.\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Bridge’s transition model consists of three phases. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Phase 1: Ending, losing, letting go\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"This phase involves acknowledging and grieving over what is being left behind. People may feel fear or anger and demonstrate resistance. It would help if you addressed customers' concerns and emotions by clearly communicating the reasons for change and how it will benefit them. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Phase 2: The neutral zone\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"This phase is a period of confusion and uncertainty as people transition between the old and new ways. Try to provide support and reassurance to customers. Use feedback to adjust the transition process as needed. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Phase 3: The new beginning\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"This phase involves embracing new ways and understanding their benefits. It brings acceptance and renewed energy. It would be best if you highlighted success stories and the benefits of the change. Continue to support customers to ensure the new processes are fully adopted. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"3vQHN8JidHqsd2lIeYROFv\",\"title\":\"Application to customer service \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"⚙️\",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Application to customer service\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Many organizations have adopted a hybrid work model in the wake of the COVID-19 pandemic. This significant shift in work culture can be effectively managed using the Bridges transition model: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Ending:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" The traditional office-based work model is ending. Employees must let go of the daily commute, in-person interactions and the familiar office environment. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Neutral zone:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" This is a period of adjustment as employees navigate between remote and in-office work. Challenges might include balancing work and personal life, establishing new communication norms and adapting to technology. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"New beginning:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" The hybrid work model becomes the new norm. Employees develop new routines, embrace technology for collaboration and find a balance between remote and in-person work. \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"PDCA Cycle\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🔬 Walter A. Shewhart, later popularized by W. Edwards Deming\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🗓️ 1950s\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Focuses on iterative problem-solving and continuous improvement through a four-step cyclical process.\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Here are the four steps of the PDCA cycle in the context of its implementation in customer service. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"✅ \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Plan\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Identify an area for improvement in customer service. Develop a plan with clear objectives and steps to achieve them. This phase involves gathering data and setting goals. For instance, plan to reduce the \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/average-hold-time/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"average hold time\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" by analyzing current response rates and identifying bottlenecks. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"✅ \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Do\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The 'Do' phase is not just about implementing the plan, but about learning from the process. It's an opportunity to test the effectiveness of the plan on a small scale, such as rolling out a new customer service protocol to a specific team or department. This phase encourages you to monitor the implementation closely and adapt as needed. For example, you could introduce a new \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/live-chat-support/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"live chat support\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" feature to a subset of your service team and observe its impact. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"✅ \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Check\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The 'Check' phase is a moment of reflection in the PDCA cycle. It evaluates the implementation results and compares them against the objectives set in the planning phase. This phase emphasizes using data to determine whether the change has led to improvements, making it a critical part of the process. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"✅ \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Act\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Based on the evaluation, decide whether to implement the change on a larger scale, modify it or abandon it. If successful, roll out the change company-wide and ensure it becomes part of the standard process.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Selecting the right change management model for your business\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Choosing the appropriate change management model is crucial for a successful business transformation. The right model aligns with your organization's needs and facilitates a smoother transition. Here are key factors to consider when selecting the best approach:\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Company size:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Larger organizations often benefit from structured models like \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Kotter's eight-step\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" change management model, which provides a clear roadmap for complex changes. Smaller companies may find simpler models like \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Lewin's change management model\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" more agile and adaptable. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Industry: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"The industry in which your organization operates is a key determinant in the selection of a change management model. Tech and healthcare industries, characterized by rapid change, might favor models like the \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"PDCA cycle \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"for continuous improvement. With its focus on process optimization, manufacturing could benefit from the \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"McKinsey 7-S framework\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\".\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Specific challenges:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" If emotional resistance is a primary concern, \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Bridges' transition model\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" can help navigate employee reactions. For quality and process improvements, the \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"PDCA cycle\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" is ideal.\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Organizational culture:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" A collaborative, open culture aligns well with \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Kotter's Model\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\", which emphasizes the importance of building a coalition and fostering broad-based support for change. In contrast, a more hierarchical structure might find \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Lewin's Model\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" more suitable, given its straightforward, top-down approach. However, don't be afraid to adopt a hybrid approach, combining elements from different models to accommodate the diverse needs of various departments or levels within your organization. \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Successfully navigating change is critical for any organization, especially in the ever-evolving landscape of customer service. Choosing the right change management model is essential for guiding your team through transformations, whether you're implementing new technologies, restructuring your \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-operations/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer service operations\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" or adapting to evolving customer expectations.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"For businesses of any size planning to undergo significant changes in their CX stack, \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/platform/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr’s Unified-CXM platform\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" offers the perfect blend of capabilities, efficiency and ease of use. By bringing your customer service teams, tools and data together on one unified platform, you empower your organization with the right level of collaboration and context. This not only simplifies the change process but also ensures that both your customers and employees experience seamless, frictionless journeys throughout the transition.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Would you like to know how it works? Get in touch with our experts today for a personalized platform walkthrough.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"4FPq3bWUyIF15UiNnndaNa\",\"name\":\"Walk Me Through Sprinklr Unified-CXM \",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"Walk Me Through Sprinklr Unified-CXM \",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/demo-platform/\",\"external\":false,\"isOpenNewTab\":true}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"templatePostPageFaqSection\",\"id\":\"67v3H4kZDJsoQd3LUHgRv8\",\"title\":\"Frequently Asked Questions\",\"faqSection\":{\"contentType\":\"templateAccordion\",\"id\":\"6OOpyeKkALPEm8CwgA4Thl\",\"name\":\"Change Management Models: A Customer Service Perspective-FAQ\",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"1huQrgGjufAUk46Q6s2H3g\",\"name\":\"What is the first step in implementing a change management model in a customer service department?\",\"title\":\"What is the first step in implementing a change management model in a customer service department?\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The first step is to create a sense of urgency. Highlight the need for change by identifying current issues and explaining the benefits of change to your team. This will motivate them to embrace the new model. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"6WX7IGEiuvKnyVWbCyYJZ1\",\"name\":\"Can a change management model improve employee engagement in a customer service environment?\",\"title\":\"Can a change management model improve employee engagement in a customer service environment?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Yes, a change management model can boost employee engagement. It involves employees in the change processes, addresses their concerns and provides them with the necessary tools and training.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":false},{\"contentType\":\"accordionRow\",\"id\":\"1YPl7FtrHLkE0MsgmJNTGM\",\"name\":\"How do we measure the success of a change management model in customer service?\",\"title\":\"How do we measure the success of a change management model in customer service?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Measure success by tracking key performance indicators (KPIs) such as customer satisfaction scores and response times. Review these metrics regularly to assess the change's impact.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":false},{\"contentType\":\"accordionRow\",\"id\":\"5GrLElPMwDqUsgDaJ1ndw1\",\"name\":\"How can a change management model facilitate smoother transitions during technological upgrades in customer service?\",\"title\":\"How can a change management model facilitate smoother transitions during technological upgrades in customer service?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"A change management model provides a structured approach to implementing technological upgrades. It ensures clear communication, adequate training and employee support, making the transition smoother and more effective.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"3StTtSaxWztKk0QpVWjTCj\",\"name\":\"How does a change management model align with customer-centric strategies? \",\"title\":\"How does a change management model align with customer-centric strategies? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"A change management model aligns with \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-centric-strategy/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer-centric strategies\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" by focusing on improving customer service processes. It ensures that changes are made with the customer in mind, leading to enhanced customer satisfaction and loyalty. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true}],\"startOpen\":false,\"accordionDisplayStyle\":\"CLEAN\",\"noContainerLeftRightPadding\":true,\"topMargin\":\"SMALL\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"thumbnailImage\":{\"id\":\"default-cxm-image\",\"title\":\"Sprinklr Logo\",\"file\":{\"details\":{\"image\":{\"width\":1080,\"height\":1080}},\"url\":\"https://www.sprinklr.com/spr-og.png\"}},\"slug\":\"/cxm/change-management-models/\"},{\"id\":\"1ELKGKBFBVH9DdD9hyiYxp\",\"title\":\"Seamless Customer Experience: What It Is \u0026 How to Deliver\",\"category\":\"Customer Service\",\"authors\":[{\"contentType\":\"blogAuthorPage\",\"id\":\"40MnwYSeup8obv6JmOT6GG\",\"authorName\":\"Dumpy Sharma\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"tXFhTMsxm5PT8q26Pi0HY\",\"seoTitle\":\"Dumpy Sharma | Sprinklr\",\"seoDescription\":\"Get the latest articles and insights from Dumpy Sharma. Stay updated with trends and practical advice.\",\"shouldAppendSuffix\":true},\"person\":{\"contentType\":\"person\",\"id\":\"4CFxr0R6x3wLLWVneX9rge\",\"entryTitle\":\"Dumpy Sharma\",\"name\":\"Dumpy Sharma\",\"title\":\"Freelancer\",\"companyDivision\":\"Guest Contributor\",\"type\":\"BLOG_AUTHOR\",\"bio\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Dumpy Sharma is a tech and creative content writer with 7+ years of experience.\",\"marks\":[],\"data\":{}}]}]},\"slug\":\"dumpy-sharma\"},\"personalization\":\"Lazy\"},{\"contentType\":\"blogAuthorPage\",\"id\":\"140mUbUKJvo7brzU6hhqpe\",\"authorName\":\" Jayadeep Subhashis\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"4HtFY4yY4lJTr0ryQnl5TM\",\"seoTitle\":\"Jayadeep Subhashis\",\"seoDescription\":\"Get the latest articles and insights from Jayadeep Subhashis. Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Jayadeep Subhashis\"},\"person\":{\"contentType\":\"person\",\"id\":\"52Cq6EMSm9lrw6syZiwcav\",\"entryTitle\":\"Jayadeep Subhashis\",\"name\":\"Jayadeep Subhashis\",\"title\":\"Senior Content Specialist\",\"companyDivision\":\"Sprinklr\",\"image\":{\"id\":\"sAfZXcgx9PYudmZjm7RNw\",\"title\":\"Jayadeep\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/sAfZXcgx9PYudmZjm7RNw/27b08ef6077b10270baea4389fdc6569/Jaydeep.png\",\"details\":{\"size\":3916019,\"image\":{\"width\":1737,\"height\":1737}},\"fileName\":\"Jaydeep.png\",\"contentType\":\"image/png\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"With more than a decade of content marketing experience, Jayadeep is a senior B2B content creator and editor skilled in concise and elaborate storytelling. When he is not engaged in weaving compelling stories for Sprinklr, you will find him conversing with his dad about world history, music, movies, and books (mostly fiction). An avid traveler, Jayadeep meticulously plans the extended weekends ahead of time, ensuring his camera gear is ready to capture the safari adventures. He spends hours observing wildlife behavior, cut off from the internet, which, according to him, is a liberating experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"jayadeep-subhashis\"},\"personalization\":\"Lazy\"}],\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Rising competition. Easily available alternatives. Customers who demand speed, convenience and hyper-personalized service. Today, the pressure to deliver is higher than ever. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Smart enterprises recognize two key strategies for thriving: constant innovation and crafting a seamless customer experience. While innovation is R\u0026D-driven, delivering an effortless experience requires something more complex: a deep-rooted, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-first/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer-first mindset\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". Challenging? Absolutely. But the rewards are undeniable. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"According to \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-experience-statistics/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"CX statistics\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", 44.5% of organizations globally consider customer experience their primary competitive differentiator. Yet, despite this realization, many businesses struggle with fragmented customer journeys — where interactions feel disjointed, context is lost and customers are left frustrated. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Identifying the right solution is only half the battle; the real challenge lies in fostering a culture prioritizing seamless, friction-free experiences at every touchpoint. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This blog will explore why a seamless customer experience is a make-or-break factor for enterprise businesses today. We’ll also break down eight actionable strategies to help you create a \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-journey/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer journey\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" that’s not just smooth — but truly effortless.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"What is a seamless customer experience and why does it matter?\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" A seamless customer experience ensures customers move effortlessly through their journey— without friction, inconsistencies or disruptions. It means delivering consistent, efficient and personalized interactions across all \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-touchpoints/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer touchpoints\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", making every engagement feel intuitive and effortless. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This matters because: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"✅ Customers prefer brands that make their lives easier. Research says \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.statista.com/statistics/1323488/consumer-behavior-customer-service-worldwide/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"94%\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" of buyers will purchase again after a positive customer experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"✅ A smooth experience increases \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-engagement/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer engagement\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and strengthens brand affinity. Happy customers are more likely to return, recommend and stay loyal. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"✅ Satisfied customers spend more and reduce churn. According to \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.statista.com/statistics/1333448/cx-personalization-optimization-revenue-worldwide/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Statista\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", the global CX personalization and optimization software market is projected to grow from $7.6 billion in 2021 to $11.6 billion by 2026, underscoring the increasing investment in seamless experiences.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Key components of a seamless customer experience for enterprises include: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Consistency:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Maintaining a consistent brand voice and customer experience across all touchpoints, from marketing campaigns to customer service interactions. This helps \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/building-customer-loyalty/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"build customer loyalty\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Personalization:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Leveraging customer data to anticipate individual \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-needs/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer needs\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and map customer journeys. This goes beyond basic customer segmentation and focuses on understanding customer context and delivering hyper-relevant experiences. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Unified customer data platform (CDP):\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" A single source for all customer data, enabling a 360-degree view of \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-interaction/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer interactions\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". This empowers data-driven decision-making and personalized experiences. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"AI-powered engagement:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Utilizing AI and machine learning to understand and anticipate customer requirements and deliver timely, relevant assistance. This includes proactive issue resolution, personalized recommendations and customer support. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Seamless omnichannel integration:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Creating an omnichannel experience where customer journeys flow seamlessly across all channels. This requires breaking down silos between departments and ensuring a consistent experience regardless of the channel used. Brands like Disney and Starbucks use omnichannel integration to deliver a seamless customer experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"📚 Read more: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/omnichannel-customer-experience/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"What is Omnichannel Customer Experience [Detailed Guide]\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Challenges in creating a seamless customer experience\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Delivering a seamless \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/customer-service-glossary/customer-experience/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer experience\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is no small feat — especially for large enterprises. Common roadblocks, from fragmented data and outdated technology to siloed teams and shifting customer expectations, can disrupt the experience. Let’s explore these challenges. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"1. Data and organizational silos\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Many enterprises operate like a collection of independent fiefdoms, with each department managing its own customer data, tools and strategies without alignment. Sales, marketing and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/what-is-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" often store data separately across CRMs, ERPs and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/marketing-automation/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"marketing automation\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" platforms, preventing a unified view of the customer. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"2. Technology gaps\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Outdated or incompatible technologies create friction in the customer journey. Legacy systems may not sync with modern AI-powered tools, leading to disjointed customer interactions and inefficiencies. Without seamless integrations, customers may experience slow service, inconsistent responses or repetitive requests for information. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. Evolving customer expectations\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customers today expect hyper-personalized, real-time interactions across multiple \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/communication-channels/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"communication channels\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". They want brands to provide instant support and maintain a consistent experience — whether on social media, mobile apps or \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/live-chat-support/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"live chat\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". Failure to keep up results in disengagement and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-churn/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer churn\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\".\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"4. Lack of customer-centric culture\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Technology alone doesn’t create a seamless customer experience — culture does. If employees aren’t empowered to prioritize customer needs or make decisions that enhance CX, even the best tools won’t deliver results. A rigid, process-driven culture often leads to impersonal interactions and slow issue resolution. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"📌 Must Read: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-centricity/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What Is Customer Centricity and How to Build It\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"8 Tips to create a seamless customer experience\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" Providing a seamless customer experience requires a deep understanding of customer needs and a commitment to exceeding expectations at every touchpoint. Here are some methods to deliver a perfect experience for customers:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"1. Create buyer personas to map customer journeys\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" A seamless customer experience starts with understanding your customers at a granular level —and that’s where buyer personas come in. These data-backed customer profiles provide insight into your target audience’s behaviors, pain points and expectations, allowing you to design experiences that feel intuitive, relevant and frictionless. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"2. Define your key touchpoints\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" Customer touchpoints are any interaction with your brand—from website visits and live chat to in-store experiences and post-purchase support. These interactions occur before, during and after a purchase, shaping perceptions, influencing loyalty and ultimately impacting business success. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"To deliver a seamless experience, brands must identify, analyze and optimize the most impactful touchpoints.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Take a look at \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://about.starbucks.com/customer-experience/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Starbucks\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". Starbucks excels at seamlessly integrating online and offline touchpoints: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Before purchase:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Customers discover the brand through social media ads, email campaigns and location-based promotions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"During purchase, \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"customers can order via the mobile app, drive-thru or in-store and AI-powered recommendations enhance personalization. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"After purchase, \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"they engage through the Starbucks Rewards program, personalized offers and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-channels/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer service channels\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", ensuring continued brand interaction.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. Personalize customer interactions\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" Personalization means delivering experiences tailored to customers' preferences, behaviors and needs. Today's customers expect brands to know them — from remembering past interactions to offering relevant recommendations. \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.forbes.com/advisor/business/customer-experience-trends/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Forbes\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" says, 50% of customers are willing to share personal information in exchange for a more personalized experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"4. Deploy omnichannel support\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customers expect seamless, connected experiences across every interaction — whether they engage through social media, live chat, email, phone or in-person visits. A disjointed journey leads to \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/customer-service-glossary/customer-frustration/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer frustration\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", while a well-executed omnichannel strategy enhances \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer satisfaction\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", loyalty and retention. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Deploying omnichannel support requires a strategic approach to prioritizing customer needs while ensuring seamless integration across all touchpoints. This involves unifying customer data, setting clear expectations, training teams and continuously optimizing the experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.forbes.com/sites/bernardmarr/2017/08/24/disney-uses-big-data-iot-and-machine-learning-to-boost-customer-experience/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Disney \",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"exemplifies omnichannel excellence through the ‘\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"My Disney Experience\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"’ app, seamlessly integrating hotel bookings, park tickets, dining reservations and FastPass selections across the app, website and in-park interactions, providing a consistent and magical experience for guests.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"5\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Leverage AI and automation for efficiency\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/ai-in-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"AI is transforming customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", with \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.gartner.com/en/newsroom/press-releases/2023-08-30-gartner-reveals-three-technologies-that-will-transform-customer-service-and-support-by-2028\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Gartner\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" predicting that by 2026, AI will handle 80% of customer interactions — driving efficiency and reducing service costs. AI-powered automation optimizes response times, personalizes interactions and eliminates inefficiencies by handling repetitive tasks. To stay competitive, you must critically assess your tech stack and identify opportunities to embed AI for seamless customer experiences.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"6. Engage customers proactively\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/proactive-customer-engagement/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Proactive customer engagement\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" means anticipating customer needs, addressing potential issues before they arise and providing timely updates — all powered by predictive insights. When done right, it not only reduces friction but also becomes one of the most powerful forms of marketing. In the long run, it fosters trust, strengthens loyalty and transforms customers into \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/social-media-glossary/brand-advocate/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"brand advocates.\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"7. Optimize the last-mile experience\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The last mile refers to the final stage of a product or service's journey to the customer, whether package delivery, in-person service or the final step in a digital experience. Even if the rest of the customer journey is seamless, delays, poor communication or lack of transparency in the last mile can lead to \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-dissatisfaction/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer dissatisfaction\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and lost trust. Optimizing this phase ensures a frictionless experience that meets customer expectations.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"8. \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Close the feedback loop\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A seamless customer experience isn’t just about resolving issues. Today, as competition intensifies, it’s also about continuously learning from customer interactions and making meaningful improvements. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Collecting feedback through \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-survey/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer surveys\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", reviews and direct interactions helps uncover customer pain points, refine products and enhance customer support processes. However, the real value lies in gathering \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/consumer-insights/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"consumer insights\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and acting on them to drive tangible change. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"📌 Editor’s Pick: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-experience-framework/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"How to create a customer experience framework for businesses\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Examples of brands delivering seamless customer experiences\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Here are some real-world examples of companies with extensive experience in providing a seamless customer experience: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Amazon\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A global leader in customer-centric innovation, Amazon continuously raises the bar for convenience and efficiency. From AI-powered product recommendations and one-click ordering to lightning-fast shipping and hassle-free returns, Amazon ensures every touchpoint is seamless. By prioritizing customer needs at scale, Amazon has set the gold standard for frictionless e-commerce experiences.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ritz-Carlton\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Synonymous with luxury hospitality and personalized service, Ritz-Carlton crafts memorable guest experiences by anticipating customer needs before they arise. By empowering employees to go above and beyond — remembering a guest’s room preferences or orchestrating surprise gestures — Ritz-Carlton fosters deep emotional connections that drive unwavering customer loyalty. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Unify, automate and transform CX with Sprinklr \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" Despite the growing focus on customer experience, many businesses still struggle with fragmented customer journeys, siloed data, inconsistent channel support and limited visibility into customer pain points. These gaps lead to frustrated customers, disengaged employees and lost revenue opportunities. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Delivering a truly seamless customer experience demands more than good intentions — it requires a unified approach powered by AI and automation. Without the right technology, you risk falling behind competitors already leveraging data-driven insights to optimize engagement at every touchpoint. This is where \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/unified-cxm/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Sprinklr Unified-CXM\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" makes all the difference. 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