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Communicating Change in Constantly Changing Organisations

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Change is constant — but communication can make or break how your people handle it.
In this episode of Informer, CCMA CEO Leigh Hopwood talks with Sally Pritchett, CEO of Something Big, about leading through transformation with empathy and purpose.

Key Takeaways:

  • Change is now continuous — fatigue is real, but empathy helps.

  • “You can’t Gantt-chart people” — change is emotional, not just operational.

  • Storytelling and authenticity keep people connected.

AI can assist, but human tone builds trust.

To listen to previous episodes of Informer visit our Spotify channel here

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The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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