Designing Change

The BIG gap in managing customer experience

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...

7 ways to design an outstanding change journey

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...

Disco, diversity and managing change

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

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...