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Inside magazine issue 12 | Part 01 - From a digital perspective Change Management — Key steps and actions Creating a climate for change •• Create a well-defined “customerfirst” vision •• Identify sponsorship and enable collaboration between key stakeholders for the digital initiative: (e.g., CMO and CIO) •• Secure resources for new technologies and people •• Select your team to drive the digital change; create change CoE for digital Engaging and enabling the organization •• Assess readiness for embracing new digital agenda •• Engage your change champions and agents for digital experience delivery (e.g., technology management, business and marketing leaders, etc.) • • Design and implement tailored communication to gain buy-in for digital agenda Implement and sustain change •• Celebrate success stories on the digital agenda across technology, marketing and business •• Support continuous learning to educate employees on the digital imperative •• Monitor digital adoption by the organization and continuously adapt your approach The eight steps of change management Implementing and Sustaining Change Engaging and Enabling the Whole Organization 8. Make it Stick 7. Don’t Let Up 6. Create Short-term Wins 5. Empower Action Creating a climate for Change 4. Communicate for Buy-in 3. Get the Right Vision 2. Build the Guiding Team 1. Increase Urgency Source: Forrester, Implement essential change management practices to improve experience delivery, 2015 52
Inside magazine issue 12 | Part 01 - From a digital perspective Conclusion “The machine does not isolate man from the great problems of nature but plunges him more deeply into them.” Antoine de Saint-Exupéry How many times have we heard about significant IT investments made in organizations to achieve a particular business objective and that “it didn’t work”? How many times do we remember ourselves coming into the office one day to discover that we “were blessed” with a newly implemented system whose only aim was to “make our life easier” and which, in fact, just made things more complicated? Undeniably complex, the ability to digitally reinvent a business goes beyond designing and implementing technologies, systems, social networks, tablets, etc. Instead, the focus is how we constantly evolve our organizations, how we develop our capabilities and our people, and how we prepare ourselves for and eventually change our ways of working to deliver a consistent customer experience across these touchpoints in a digitally driven world. To achieve that, business leaders need a holistic new approach that integrates technology and people into a new organizational digital ecosystem and contributes to the creation of sustainable new ways of working that ultimately contribute to enhancing the business output. Sources 1. Brynjolfsson E., McAfee A., (2014) The Second Machine Age. Work, Progress and Prosperity in a Time of Brilliant Technologies, First edition, W.W. Norton & Company 2. G. C. Kane, D. Palmer, A. N. Phillips, D. Kiron and N. Buckley, (2015) “Strategy, Not Technology, Drives Digital Transformation,” MIT Sloan Management Review and Deloitte University Press 3. Schwab, K (2015), “The Fourth Industrial Revolution. What It Means and How to Respond,” http://www.weforum.org/agenda/2016/01/the-fourth-industrial-revolutionwhat-it-means-and-how-to-respond 4. Gartner (2014, 2015), “Agenda Overview for Digital Business” 5. Forrester (2015), “The State of Digital Business, 2015 to 2020” 7. Fenwick, N., Gill, M. (2014), “Unleash Your Digital Business,” Forrester 8. Kelion, L. (2013), “Valve: How going boss-free empowered the games-maker,” http://www.bbc.co.uk/news/technology-24205497 9. Deloitte (2015), “Building your digital DNA. Lessons from digital leaders” 10. Fenwick, N. (2015), “Organizing Your Digital Future. What Type of Organization Do You Need to Become a Digital Predator,” Forrester 11. Le Clair, C. (2013), “The 10 Dimensions of Business Agility,” Forrester 12. Yakkundi, A., Schooley, C. (2015), “Implement essential change management practices to improve experience delivery,” Forrester 6. “Deloitte Global Human Capital Trends Report 2016. The new organization: Different by design” 53
Page 1: Inside Triannually insights from De
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Page 6 and 7: Inside magazine issue 12 | Foreword
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Inside magazine issue 12 | Contacts
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Our expert authors, who are brimmin
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