Coffee & Change, Episode 3: Making Change in Communities

Coffee & Change, Episode 3: Making Change in Communities

Bill Kirst, our West Coast Organizational Change Management Lead in Seattle shares the third episode of his podcast series on the topic of change management. In this episode, Bill interviews Adam Burtner, a recent graduate and commencement speaker for the Class of 2017 at Wabash College. Bill and Adam talk about the changes that are happening in community engagement and the emerging trend of...

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What Does A Successful Salesforce Go Live Look Like?

What Does A Successful Salesforce Go Live Look Like?

After recently guiding a client through going live on Salesforce, I wanted to share a few tips in this third and final installation on my blog series for successful Salesforce adoption (click here for the first post and here for the second). I worked with my colleague, Matthew Savage, on capturing these bits of wisdom based on our recent work together for a financial company, as well as a...

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Why CX and OCM Make Such Good Partners

Why CX and OCM Make Such Good Partners

Following up on a previous blog where I talked about customers not wanting us to hide the word “change,” I jumped at the chance to co-author this blog with a colleague in our Customer Experience (CX) Practice. Having worked side by side on projects together we have seen firsthand that CX and OCM make a great pair in not only delivering on our customer’s expectations, but...

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Post Go Live Tips for Salesforce to Help Your Team Embrace Change

Post Go Live Tips for Salesforce to Help Your Team Embrace Change

In my last blog on managing change related to Salesforce, I discussed the need for organizational change management skills to support the successful adoption of Salesforce. I recently had the opportunity to work with one of our leaders in Customer Experience who focuses on Salesforce and implementing CRM technology. Together, Mallory Loe and I worked with a client that was implementing...

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Coffee & Change, Episode 2: Change and Mentoring

Coffee & Change, Episode 2: Change and Mentoring

Bill Kirst, our West Coast Organizational Change Management Lead in Seattle shares the second episode of his podcast series on the topic of change management. In this episode, Bill interviews his colleague Julia Ko, a Customer Experience Strategy Consultant, on how mentorship and mentoring is changing in 2017. Together they discuss and share insights on how to survive and thrive professional...

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Got Change? Meet Me Where I’m At

Got Change? Meet Me Where I’m At

I recently read an article about the change that credit unions are forging to better meet their customers’ expectations. It had a great line that said, “If you want to reach consumers, you have to go where the consumers are.” That is why in 2016, when 78 percent of Americans had a social media presence, Zeal Credit Union in Livonia, Mich., decided to place its focus on...

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