Change Management for Strategy Execution & Sustainable Results

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How to implement new processes, technologies, and strategies with maximum engagement and minimal resistance. Applications to customer experience management, marketing operations, and any business challenge.

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Change Management for Strategy Execution & Sustainable Results

  1. 1. www.ClearActionCX.com Change Management Facilitate Customer-Focused Transformations
  2. 2. © Copyright ClearAction LLC. All rights reserved. What is Change Management? Figuring Out People & Process Details Before Roll-outs
  3. 3. © Copyright ClearAction LLC. All rights reserved. 7 Outcome Management Steps 1) Evaluate 2) Envision 3) Analyze 4) Plan 5) Implement 6) Review 7) Leverage Who’s impacted & what do they need for this DOTHESESTEPSBEFORETHEPILOT Involve everyone impacted in a shared vision Plan-out pace, readiness, barriers, back-ups Talks, helps, training, politics, rewards, milestones Do the plan, make mid-course adjustments What led to good/bad parts, keep improving Capture learnings to apply now and in future
  4. 4. © Copyright ClearAction LLC. All rights reserved. Example of a Change Management Template Plan ways to help groups evolve to their needed roles Group A Group B Dept X Dept Y Note: there are many templates and tools used in change management; this is a sample
  5. 5. Why Change Management Is Needed A. Different Needs: people vary in abilities and attitudes B. Hidden Processes/Policies: informal ways we do things C. Careful planning to prevent issues way before starting • Zero-in on habits that will be hard to shift • Simplify the shift to new habits • Sequencing for each piece • Tackle process adjustments • Help for supervisors • Back-up plans © Copyright ClearAction LLC. All rights reserved.
  6. 6. Change Management Guides All Parties © Copyright ClearAction LLC. All rights reserved. Change Management Path to ROI ITIntegrator NewTechnology ITDepartment TechnicalTraining CallCenterOps Agents Supervisors Management Supervisors & Agents Successfully Use New Technology Customers Benefit from Better Equipped Agents Sequencingofpieces Processes,policies Coachingmaterials,advice Simplicity,casestudies Communication,habits Metrics,reviews,etc. Softwarecustomization Vendor&projectmgt
  7. 7. Significant Up-Front Preparation © Copyright ClearAction LLC. All rights reserved.
  8. 8. Common Culprits of Failed Change © Copyright ClearAction LLC. All rights reserved.
  9. 9. ClearActionCX.com See the whole presentation in ClearAction Insiders! © Copyright ClearAction LLC. All rights reserved.
  10. 10. ClearActionCX.com If You Like These Concepts, Get the Book! © Copyright ClearAction LLC. All rights reserved. >30 Tools & Techniques Step-by-Step Guidelines
  11. 11. ClearActionCX.com If You Like These Concepts, Get the Book! 5 Keys Explained >20 Tools & Techniques Step-by-Step Guidelines © Copyright ClearAction LLC. All rights reserved.
  12. 12. ClearActionCX.com If You Like These Concepts, Get the Book! 4 Keys Explained 10 Templates Step-by-Step Guidelines © Copyright ClearAction LLC. All rights reserved.
  13. 13. ClearAction Consulting Clients “ClearAction taught us things that wouldn’t readily cross our minds and has increased our efficiency & accuracy in many areas. We highly recommend ClearAction as a business consultant.” © Copyright ClearAction LLC. All rights reserved. Partial List Send us a note: OptimizeCX@ClearActionCX.com
  14. 14. OptimizeCX@ClearActionCX.com tel +1 408 687 9700 Lynn Hunsaker ClearAction company/clearaction-llc +ClearActionCXO CustomerExperienceOptimization

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