RGP, an organization led by VP of Customer Experience Laurie Gray, underwent a journey to design a solutions-oriented approach. They learned that change management is crucial, cross-functional teams are important for adoption, and that user-centered processes can help change management but not prevent it entirely. Governance is necessary but possible, effective communication and preparation are significant, hiring qualified and passionate employees differs them, and an inclusive approach with whole business involvement is essential for success.

1. …One Organization’s Journey
Designing a Solutions-Oriented
Laurie Gray, VP Customer Experience, RGP

6. Photo by Kaleidico on Unsplash

19. Photo by Headway on Unsplash

29. Lessons Learned:
• Change Management is key.
• Cross-functional teams drive adoption.
• User-centered process makes change management easier, but
doesn’t prevent it.
• Governance is both necessary and possible.
• Effective communication and meeting prep makes a huge difference.
• Employing qualified, passionate people is a differentiator.
• An inclusive approach with whole business involvement is mandatory
for success.

30. QUESTIONS?