Communication and Change Management

When well-managed, transformation can be a cathartic process that unites employees, customers and stakeholders, inspires fresh thinking, and charts a new course towards CX excellence. Beyond the processes and the place, communication and change management focuses on the people.

Effective change management approaches transformation from the view of employees, customers and stakeholders. CXE works with clients to identify and understand the diverse needs of all involved in order to create buy-in and build capacity, while leveraging communication to tell the story, deepen relationships and build momentum towards success. When employees feel connected to why change is happening, what it means to them, and how they can contribute to success, they bring the new service culture to life.

How do we develop a communications plan that educates and encourages stakeholders, employees, and customers and ultimately aligns them around our CX goals?

“There is no single solution to stakeholder engagement. Success rests in crafting a communication approach that builds frequency, consistency and understanding. Once people begin to see themselves in the future state, they can become champions for change.”

CXE works with clients to develop a communications strategy to unite your internal and external audience around your CX transformation by analyzing and developing the following:

• Collaborator roles and responsibilities

• Organizational relationships

• Stakeholder pain points and needs

• Key motivators

• Clear, consistent and authentic messaging

• Existing communication channels

• New communication channels

• Consistent communication cadence

Amplifying the Employee and Customer Voice.

Effective communication is at the heart of every successful customer experience (CX) transformation. At CXE, we recognize that communication must inform, align, and inspire action across all levels of the organization. Frontline employees, who engage with customers every day, play a pivotal role in shaping perceptions of the brand—making their empowerment through clear, practical communication tools essential.

We help organizations strengthen internal communication practices to ensure that team members are equipped to consistently deliver on CX promises. Listening to employees through surveys and feedback sessions keeps leadership connected to their evolving needs and expectations, fostering a sense of inclusion and shared purpose.

Trust begins from within. When organizations build a culture of open communication and transparency, they not only enhance employee engagement but also lay the foundation for improved customer satisfaction. CXE also helps identify the right mix of communication channels to ensure that messages are timely, relevant, and resonate with their intended audience.

By prioritizing consistent, two-way communication and feedback loops, companies can cultivate a unified, empowered workforce that champions CX from the inside out.