This document discusses the need for organizations to embrace change and innovation in order to stay competitive. It notes that traditional large-scale change programs often fail to meet their goals. It then provides various recommendations for how organizations can promote innovation including creating dedicated innovation spaces, upgrading project offices to innovation labs, crowd-sourcing service blueprints, and empowering all employees to become innovators through programs like Adobe's Kickbox initiative. The overall message is that organizations must make innovation and change part of business as usual in order to prosper in today's fast-paced environment.

1. Change Or Die
can you handle it?

2. now an everyday occurrence

3. CX
innovatio
n

4. Intelligent
Assistants
Visual IVR
Mobile CX

5. how fast is your competition becoming?

6. 72% of 18-25 year olds in the UK
find it easier to express emotion
in pictures than the written word

7. are you fluent in emoji yet?

8. Cross Functional VoC

9. Transformational-change
initiatives have a dismal
track record
In 1996, Harvard Business School professor John
Kotter claimed that nearly 70 % of large-scale
change programs didn’t meet their goals and
virtually every survey since has shown similar
resultshow can you beat these odds?

10. Velocity
Adaptability

11. practice
service design

12. Accepted Wisdom

13. f2f
video
voice
text

14. upgrade
your collective skills
in culture management

15. how service excellence is created &

16. insist service leadership leverage this psychology

17. practice context
before content

18. without
context
with
context
Your communication impact on me

19. what does our future look like?
why does this matter?

20. upgrade project office
to innovation lab status

22. A/B test every new service design

23. make innovation
part of BAU

24. Connect colleagues to spark innovation

25. Create space for innovation

26. Create innovation spaces

27. Adobe launched its Kickbox to empower all employees to become innovators. Any
employee can request one and managers cannot veto a request
Recipients are sent a red box containing an innovation 'toolkit': a chocolate bar, a $10
Starbucks card, Post-it notes, a notebook, a step-by-step innovation manual and a pre-
paid credit card with $1,000 to spend as they wish (no receipts are required)
Recipients are challenged to use the toolkit to help them present an innovation idea to
senior colleagues. In January 2015, Adobe made Kickbox public, enabling anyone to
download the materials for free
Crowd source your service blueprint

28. Seek out catalysts for change

30. Change & Prosper
can you afford not to?

31. thank
you