The Challenge

While currently successful across all corporate metrics, the client recognized that current ways of operating would not allow them to continue their competitive advantage. The client established a 3 year transformational set of initiatives to ensure a successful future. While solutions were defined successfully, the client recognized the potential disruption this would have on their employees and partners. In fact, first releases were met with resistance from employees who felt as if the change was unnecessary and difficult.

The client engaged EX4CX to design a change management strategy, approach and execution plan to ensure that the solutions would be successfully absorbed into the hearts & minds of the employees.

The Approach:

EX4CX designed a change management strategy using EX4CX’s Seven Change Dimensions framework. To build this, EX4CX focused first on understanding stakeholder impact and assessing the initiatives’ current state across the Seven Change Dimensions:

The Outcome:

The strategy resulted in an immediate change to the Explain dimensions designing a new purpose, approach and style for communications. Stakeholders were now aware of changes before they happened. This fundamental shift in change management produced a new willingness to accept the change as stakeholders had clarity on why changes were made and what they would get out of them. Additionally, the development of a clear roadmap for change enables the client to execute specific change steps for each release and step of the 3-year initiative.

Employee sentiment to the initiative changed to positive and release success improved dramatically. Longer term, the client has a repeatable model to use both for the current initiative and for any future initiatives.