Customer experience change management is vital to thoughtful and sustainable change for brands

Organisations have never had to deal with this scale of change management for customers, and marketers need to have proper frameworks in place.

Upon re-reading the Elisabeth Kübler-Ross Five Stages of Grief model, I shuddered. How could it be so accurate in mirroring exactly what I had gone through in the last few months?

Denial. Anger. Bargaining. Depression. Acceptance.

First mentioned in Kü the model has since been applied in organisations to help employees through organisational changes that are introduced. Today, there are many other change management frameworks such as the McKinsey 7S Framework and Kotter’s 8-Step Change Model that similarly serve to help organisations and their employees through change. 

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