Recent discussions include the impact of organizational change and an invitation to speak at an upcoming CX conference. Here’s the TL:DR version:
Organizational Change Management
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@Jkitterman is looking for research on how merger or acquisition announcements affect customer loyalty.-
@Aggarwal shared a research article that explores the impact of M&A on clients by using customer survey data. Read the full article
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Call for Participation
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@jaesun is inviting CX professionals to present at the CXPA Rochester Network- Learn more about this exciting opportunity and reach out if interested!
Comment of the Week 🏆
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@SteveBelgraver mentioned the Service Recovery Paradox to illustrate what organizations can do to recovery from failure. Read the full conversation
