One of our clients, a major biopharmaceutical company, struggled to distribute content across more than fifty countries and thousands of people around the globe. They were using 18 disparate content management systems – each with its own processes. As they looked to digitize the back office to create efficiency and standardization globally, they selected a new, consolidated platform in Veeva...
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In the third and last installment of our blog series about customer experience (CX) transformation, we discuss the most difficult, costly, and risk-laden phase, Enact. A full-scale, company-wide, CX transformation takes a significant operational and financial investment. Given that most companies will need to transform in phases, CX leaders need to continuously show progressive return on...
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What Evolutionary Psychology Teaches Us About Robotic Process Automation Modern humans have evolved immensely from our ancient ancestral roots, though some primal features still exist. The appendix and our hypothalamus stress responses (think “fight-or-flight”) are two such examples. While the appendix [mostly] doesn’t interfere with our daily lives, how we respond to stress and our tendency...
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BRM as a Discipline This is the second of a three-part blog series explaining how Business Relationship Management (BRM) framework provides value as a discipline. As a discipline, the BRM framework embodies a set of competencies (i.e. knowledge, skills, behaviors) to foster productive, value producing relationships between an IT organization and the Business units they serve.…
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When I read Bill’s blog “Where’s the Snooze Button on Change?” I was inspired to write my own perspective on managing change. And then I hit my own snooze button a few times in the last few months due to some competing priorities. Change fatigue is real – and something I observe often at clients.…
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Many companies look to increase the efficiency of their workforce through implementing new work methods, labor standards, and technology. However, a critical piece of the improvement process is often overlooked – performance management. According to Wikipedia, “performance management is the term used to refer to activities, tools, processes, and programs that companies create or apply to...
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Bill Kirst, our West Coast Organizational Change Management lead in Seattle shares the fifth episode of his podcast series on the topic of change management. In this episode, Bill interviews Danielle Decatur, a Strategist at Microsoft who supports Enterprise Services Delivery. They discuss the importance of using change management to drive strategy.…
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Bill Kirst, our West Coast organizational change management lead, shares the fourth episode of his podcast series on the topic of change management. In this episode, Bill interviews James Casey, VP of Partner Engineering at Chef Software. Bill and James talk about the changes that are happening in our work because of automation and the adoption of cloud.…
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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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The “Iron Triangle”, Redefined In our first post, we introduced the unique challenge utilities face when balancing the need to deliver reliable service while making strategic investments to modernize infrastructure and systems to improve operations — all the while enhancing the overall customer experience. We also introduced the framework that has proven highly effective for...
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It’s Tuesday morning and my alarm goes off at 3:30am. I reach over to hit the “Snooze” button and look around to remember where I am. My eyes adjust to the backlight of the iPhone in my hand as I look around to see a small hotel room take shape, as my vision resets.…
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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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