I help small and large organisations transform their telephony into the cloud. It requires simple yet essential behavioural changes in making and receiving calls that help lead the company toward goals around customer and employee experience.
I get a variety of approaches to addressing behavioural change so thought I’d share this brief article that highlights 3 important lessons in seeking to “leverage culture as part of a transformation journey”:
Lesson 1: Connect culture to the business “so what?”
Lesson 2: Translate the change down to specific frontline team behaviours
Lesson 3: Create a plan—but expect to adapt it
“The scale of change that companies are facing requires them to be resilient and adaptable. Engaging your people in a transformation journey has never been more important.”