The word strategy refers to the game plan of a company, and strategic management is defined as a set of measures and actions that result in formulating and implementing a strategy designed to achieve the goals set by the organization. It is a continuous process of adjusting the environment to suit the purposes and objectives of the system, which increases the readiness and ability of the company to respond to the events in an appropriate way. This reduces or eliminates resistance to changes in the environment, something that often increases the differences between the company's capabilities and the demands of the environment.
Customer Experience (CX) implementation projects are usually hindered by resistance to changes from within the organization. It is essential that the implementation plan addresses this aspect with utmost diligence. Managing the strategy implementation process requires a good mix of the various factors and elements...