Arkadin

Managing Change – Make the customer the hero of your story

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Make the customer the hero of your story and your digital transformation will be a success.

 

Make the customer the hero of your story. – Ann Handley

 

Digital transformation is a hot topic and a critical part of the vision of many organisations; though they potentially have very different objectives and motivations.

If you’ve read any testimonials, analyst reports or blogs you will know that the success of the digital workplace is not solely reliant on the technology being implemented, but rather on the end user and their ability to adopt the new services into their working lives.

 

Banner UC is a people challenge

 

Organisations that realise the potential of a collaborative environment can see exceptional results by ensuring equal emphasis is placed on the technology, the workforce, and the workplace environment.

Very often the barriers and pitfalls in digital workplace journeys are not related to technology but to culture. It is vitally important to create an exceptional customer experience and manage any change from project start-up to allow the stakeholders/C-Suite – the guiding parent – to have confidence in their decision to embrace this positive change.

 

Unwillingness or inability to change culture is one of the top 5 barriers to digital transformation (Microsoft, 2017)

 

Understanding what an enterprise wants to achieve when purchasing a new technology and their specific user and business requirements, is crucial to ensuring success.

This customer-led approach should then drive the overall initiative. It will feed into product selection, the development of a tailored project driven by customer benefits, objectives, and vision and motivated by enhancing the end user experience.

The correct consultation, guidance, and delivery can lead to broad adoption and positive outcomes. A small percentage of that improvement comes from just installing the solution.

Quite often, 80-100% of benefits and anticipated improvements are tied to the end user and people changing their behaviours and their willingness to incorporate our technologies into their daily working lives (2016, PROSCI).

 

“People don’t resist change. They resist being changed!” – Peter Senge

 

Change initiatives impact how individual people do their work: their processes, how they interact with their technology and colleagues, their workflows and even their daily behaviours.

All of these things cannot be changed overnight they need to be planned with the client well in advance and receive as much attention as technical configuration.

At Arkadin, we put change management at the heart of our UC offer, working with stakeholders from the C-Suite to the users to ensure all parties are fully involved in and supportive of change. We partner with our clients on an end to end journey from vision to transformation to ensure successful outcomes.

 

Takeaways:

  • Ensure all parties are brought into change
  • Understand your customer needs
  • Plan your transformation in detail

 

Interested in hearing more? Join our speaker session about People-Powered Digital Transformation at UC Expo in London on 16th and 17th May! Find out more

 

Sarah McGovern will speak about People-powered Digital Transformation at UC Expo 2018

About the author

Sarah McGovern is Arkadin’s leading Organisational Change Management Consultant for Northern Europe. Sarah has been responsible for building out and embedding Arkadin’s Organisational Change Management approach in Northern Europe and has commenced communicating this approach across EMEA and into NORAM. Her people-first vision, is driving a leading agenda in the industry by putting the customer’s journey at the forefront of project planning and ultimately working to deliver a premium user experience.

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