Overview

When companies decide on strategically steering their brand towards a customer experience transformation, great hype and strategic intents put in motion efforts and investment. Yet only 20% of companies succeed well their implementation. Cultural impediments, C-Suite unrealistic expectations, miss-alignment with business objectives, organizational structure, and rigid process are all to blame. The positively charged team originally responsible for the implementation become isolated like an island that they are not yet ready to build bridges with.

Uncover the unspoken details based on real implementation experience and learn the tips on avoiding the island effect during your transformation.

Introduction (6 minutes)

Segment 1: Discovery: Unveiling Areas at Risk During Implementation (32 minutes)

•Unveiling ‘Why’ many companies struggle with their Strategic Transformation

•The Island Effect Concept and its contributing factors

•Areas most at risk

•Understanding current ecosystem and possible resistance

•Discovery of the unknown

Segment 2: Alignment: Planning For Long Term While Delivering Short Term Wins (13 minutes)

•Long-term and short-term planning of strategic actions

•Parallel activities for alignment

•Case study: Phillips

•Review of 6 fundamentals for a successful implementation

Review of Phase 1 Learning (2 minutes)

Segment 3: Communications and Alignment (15 minutes)

•Case studies: Telus

•Education and Communications

•Talking boardroom language

Segment 4: Building The Right Organization – New Needs, New Ways (25 minutes)

•Understanding the source of a culture

•Evaluating organization new needs

•Finding the right balance

•Creating new team structures

•Placing customers at the heart of activities

Review of the 12 Fundamentals for success