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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

08bd9d6e79fb444b491d201ab6f4ded9?s=128

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
  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