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

Transcript

1. http://www.cpsu.org.au/multiattachments/18769/Image/change-management1.jpg Mitigating the risk of change failure with a staff centric approach
2. Don’t let risk aversion scupper the benefits of your CX efforts
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
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
5. Process co-design - Leverage client personas - Challenge with CX principles - Keep managers away
6. CX enactment - Enact alternate options - Make scenarios though - Involve managers - Low-fidelity prototyping
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
8. Artefact & activity co-design - Test your artefacts - Use artefacts as ‘ingredients’ - Challenge ‘training’ - Keep managers away
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
10. Empathise with staff as much as you do with customers
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