Designing Change
The BIG gap in managing customer experience
Managing customer experience is in vogue at the moment. This is particularly the case for competitive industries where there is little differentiation in terms of price points and services offered such as banking and utilities. Touting the company’s focus on ‘customer...
6 steps to apply human-centred design in managing change
7 ways to design an outstanding change journey
Right now I am writing this article from a Four Seasons resort in Hawaii after having 3 flights cancelled in a row. It has been quite a stressful experience as you can imagine and it’s the fourth day of delay. I’m not able to get back home! However, this started to...
How the sea inspires a different way of managing change
In taking my vacations in Hawaii I thought I would start a series of Change Management articles inspired by my trip to Hawaii. For those who have not been to Hawaii or have only stayed around Waikiki, the Islands of Hawaii is quite astoundingly beautiful. There is...
Disco, diversity and managing change
I recently went to a concert to see some of the super soul bands of the 70s and 80s including The Jacksons, Sister Sledge, The Village People and Pointer Sisters. In addition to funk and soul there was a big component of disco music as well. I started becoming more...
Designing quality change experiences
Successfully achieving business outcomes through change requires good people change experiences. A good employee change experience means that he/she is more likely to be engaged and more able to deliver a great customer experience. How does one go about designing and...
What you can learn about change management from this famous Eames video
"The Powers of Ten" are two short documentary movies made by Ray and Charles Eames who are most known to us as makers of fabulous mid-century furniture. These include the Eames lounge chair and ottoman and the DCW (molded plywood chair). The Powers of Ten is...