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Staff Centric Change Management (Customer Experience Australia 2013)

Staff Centric Change Management (Customer Experience Australia 2013)

This framework helps CX professionals to structure their change management activities when implementing improvements in service delivery. Adopting a staff centric approach helps mitigate the risk of rejection.

http://uxaustralia.com.au/customerexperience-2013/change-management-staff-centric

Christian Lafrance

June 04, 2013
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  1. http://www.cpsu.org.au/multiattachments/18769/Image/change-management1.jpg
    Mitigating the risk of
    change failure with a
    staff centric approach

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  2. Don’t let risk aversion
    scupper the benefits of
    your CX efforts

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  3. roll-out
    change
    co-design
    change
    methods
    new CX
    co-design
    change
    state
    benefits
    realisation
    Staff centric change management
    Involve staff here not just there

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  4. roll-out
    change
    co-design
    change
    methods
    new CX
    co-design
    change
    state
    benefits
    realisation
    Define future state processes & behaviours
    Evidence change needs
    Prevent non-viable solutions
    Stakeholder & staff buy-in
    Co-design change state with staff
    Co-designing
    change
    state
    co-design
    change
    state

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  5. Process co-design
    - Leverage client personas
    - Challenge with CX principles
    - Keep managers away

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  6. CX enactment
    - Enact alternate options
    - Make scenarios though
    - Involve managers
    - Low-fidelity prototyping

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  7. roll-out
    change
    co-design
    change
    methods
    new CX
    co-design
    change
    state
    benefits
    realisation
    Co-design change methods with staff
    Define how to enable staff
    Staff buy-in
    co-design
    change
    methods

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  8. Artefact & activity co-design
    - Test your artefacts
    - Use artefacts as ‘ingredients’
    - Challenge ‘training’
    - Keep managers away

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  9. roll-out
    change
    co-design
    change
    methods
    new CX
    co-design
    change
    state
    benefits
    realisation
    Staff centric change management
    co-design
    change
    methods
    co-design
    change
    state
    Staff
    empathy
    Customer
    empathy

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  10. Empathise with staff as
    much as you do with
    customers

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  11. roll-out
    change
    co-design
    change
    methods
    new CX
    co-design
    change
    state
    benefits
    realisation
    Thank you!
    co-design
    change
    methods
    co-design
    change
    state
    Learn more
    User centric change management
    www.slideshare.net/lafranec/user-centric-change-management
    Theatrical tools for service experience
    workplayexperience.blogspot.com.au/2010/01/theatrical-tools-for-service-
    experience.html
    Keep in touch
    linkedin au.linkedin.com/in/madeinlafrance
    twitter @madeinlafrance

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