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Companies can buy the latest technologies and revise their processes, but they must have an aligned strategy and culture that embraces the strategy to truly transform into customer experience leaders.
"Our Vision to Results framework has been tried, refined and embedded in client organizations worldwide for over a decade," said Price, co-author and SVP, TeleTech Consulting Europe. "VTR is an incredibly practical and effective tool to help leaders execute their strategies to drive customer centricity, engage and energize their teams and grow revenue while lowering the cost to serve. By carefully planning and balancing the rational and emotional facets to change initiative, leaders can significantly increase the chance of success while decreasing the risk that change brings."
"With so many of our clients embarking on strategic change initiatives, particularly after the global financial crisis, we wanted to write a 'readable' book that gave them some insight into the journey they were embarking on," said Reynolds, co-author and SVP, TeleTech Consulting Asia Pacific. "The story is fictitious, but is based on the real-world challenges faced by leaders and organizations today; the characters reflect some of the responses and attitudes we have come across when working with our clients."
The book's foreword is written by Dr.