Over the years, I’ve written a lot of posts about change and change management. In an article I wrote earlier this year about change and some of the learnings and takeaways from the pandemic and the business crisis that it created, I noted that we had (and still have) a lot to learn. Here’s one of those takeaways that I haven’t written about yet: the importance of conducting pre-mortems and post-mortems, especially as they relate to business continuity. These should already be in your CX toolbox, and if they’re not, you’ve got them add them in 2021.

 …