Recent discussions include the impact of organizational change and an invitation to speak at an upcoming CX conference. Here’s the TL:DR version:

Organizational Change Management

• ​@Jkitterman is looking for research on how merger or acquisition announcements affect customer loyalty.
  • ​@Aggarwal shared a research article that explores the impact of M&A on clients by using customer survey data. Read the full article

Call for Participation 

• ​@jaesun is inviting CX professionals to present at the CXPA Rochester Network
  • Learn more about this exciting opportunity and reach out if interested!

Comment of the Week 

• ​@SteveBelgraver mentioned the Service Recovery Paradox to illustrate what organizations can do to recovery from failure. Read the full conversation