Moving Change through the Enterprise to Drive CX

Water Tower A

Overview

Customer experience is messy. Often in our roles we’re called to challenge the ways teams operate internally, to improve the customer experience externally. Driving CX improvements requires surfacing opportunities which aren’t always well received, and aligning departments – each with differing KPIs, priorities and operations – around a member journey requires determination and strong change management skills.

How do you steward enterprise-wide change, take bad news to the team, steer the ship diplomatically and move toward a design blueprint for the organization that will be accepted and executed upon, regardless of its implications to each unit?

In this session we will use a real service design blueprint as the basis to discuss: