HR needs to reorient itself from satisfying internal demands for qualifications, experience, knowledge, compliance etc. to search for people with adapatability and empathy as a core business skill.  The latter is a requirement for the former and a lead indicator of performance in handling change.

This is not just about the front line, customer facing, staff but of everyone in the business.  We all do things which impact the customer eventually; if we don't we shouldn't be there at all.  Advertising, recruitment, induction, development, organisation design; all need to be reorientated with customer spectacles on in order to become truly adaptable organisations.