Overview

In an era of relentless disruption, why do so many critical organizational change initiatives fail? The answer lies not in faulty technology or weak strategy, but in a profound oversight: leaders prioritize process and profit while neglecting the dignity and rights of their workforce. Nurturing Clients' Experience challenges the traditional, mechanistic view of change management and offers a holistic, ethical framework for sustainable growth. Dr. Gabby Okwudiri David, an organizational change strategist and scholar, makes a powerful case: Exceptional customer experience (CX) is impossible where employee dignity is compromised. This groundbreaking work is essential reading for any leader struggling to balance transformation with humanity. It weaves together the core disciplines of organizational behavior, industrial relations, and ethical leadership to provide a roadmap for navigating uncertainty: Discover how to integrate dignity elements-like fairness, transparency, and voice-into every stage of your change curve to stabilize emotional turbulence and build employee trust. Understand the critical link between workers' rights compliance and long-term client loyalty, showing that ethical conduct is not an afterthought but a strategic imperative. Learn from in-depth, real-world case studies, including the transformative change journey of Access Bank Plc, demonstrating how rigorous project management, ethical stewardship, and an unwavering commitment to dignity converge to produce remarkable business outcomes. If you are a CEO, HR executive, change agent, or consultant seeking to master ethical leadership and craft organizations where clients' experience flourishes because employees are respected, this book is your new benchmark. For further inspiration, explore books on: Ethical Leadership and Corporate Social Responsibility Human-Centered Design and Customer Experience (CX) Strategy Employee Engagement and Industrial Relations Organizational Transformation and Cultural Change

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