Preparing Your Organization for Technology Change

Technology Is Changing Us All

We are occasionally reminded of an almost unrecognizable word that existed only fifteen years ago.  A world with a video store on every corner.  A world where photographs were dropped off to be developed.  A world before kids had time limits on mobile phones.  However, in many ways, we have changed very little.  We make calls.  We watch movies.  We take pictures.  We live each day feeling like the many days before.  These changes have somehow impacted each of dramatically and subtlety at the same time.  Small, progressive shifts in expectations.  The slow introduction of writing on screens instead of talking on phones.  Technology has gradually and consistently crept into and changed every aspect of our lives.  It has connected us.  It has enabled us.  It has distracted us.  It has redefined definitions of value, credibility, loyalty, and most of all, convenience.

Technology removed the friction of access to one another and information.  Technology made us aware.  Technology made the world smaller and faster.  Phones have now claimed leadership as our primary umbilical cord to the digital word connecting us to products, services and well…everything.

Addressing Technology Change at Work

We have seen an increase in technology deployments in the form of new SaaS platforms, analytics, automation tools, and mobile apps that have fundamentally altered the nature of jobs, decision-making processes, and customer interactions.  The change impact within organizations often extends far beyond simply learning how to ‘use’ new tools effectively.  Nevertheless, Change Management is frequently the first item cut from technology-oriented IT project budgets.  Helping organizations effectively deliver new outcomes is either unaddressed or left to business units to manage.

HumanXP focuses first on desired customer outcomes, followed closely by business architecture impact and organizational enablement. Our change process is driven by your desired customer changes and resulting impact on your organizations to accommodate.  We work with leaders to identify changes that extend beyond tool training and into behaviour, roles, culture, and process. =  

Change Enablement Strategies

1.  Organizational Behavior:  Individual Change

The individual employee and contractor in your organization must own, support, and embrace changes before teams, functions, or business units follow. The point of execution for customer experience change is based on the individual person’s understanding, process training, motivation, and accountability.  Organizational behaviour measures and manages how people behave and perform in organizations, including how they interact, work within structures, find motivation, and create accountability. This includes performance management, coaching, and leadership development.
 

2.  Organizational Development: Functional Change

Organizational Development (OD) is a process by which we create and sustain change by developing, improving, and reinforcing strategies, structures, processes and interactions. At HumanXP, much of our Organizational Development work is done through team development and Organizational Change Management (OCM) strategies of communication, training and sustaining adoption. 

3.  Organizational Effectiveness: Customer Experience and Capability Change

Organizational Effectiveness (OE) is a broad intervention capability that measures how thoroughly and efficiently a company achieves its goals. Organizational Effectiveness is the value-adding capability to connect the strategy (metrics) to the structure (process) and outcomes (culture, performance, and behaviours) of the organization. OE brings the tangible to the non-tangible together to measure and improve overall goal achievement. This includes, goal measurement, organization and culture enablement, value driver alignment and employee engagement strategies.  If OE is not a current organizational capability, leaders should ensure this capability is a component transformational programs, such as customer experience.

We All Want Convenience

As technology has progressed, savvy businesses have unlocked potential to create entirely new industries while transforming or disrupting previous industries.  They did this by focusing on one core element — the creation of customer convenience.  Convenience is a tricky thing.  Once we adjust to it in one area, we look for it in additional areas.  All business are impacted by this effect.  Customers and employees simply expect more convenience, transparency, and quality.  Even legacy industries must understand how to deliver on this expectation to remain competitive.  Understanding where to create convenience starts with understanding customers behaviour, passions, desires, aspirations and then managing the internal change required to exceed those expectations.   Training people to use new tools, is a very small step along this change journey.

For more information, reach out to erin@humanxp.io or stay tuned for upcoming articles.

Posted in: CX

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