There are number of extremely exciting projects and business transformations occurring across Retail, Utilities and Education, and a key driver of these is the digital experience of customers.
Within Retail for instance, a customer with a smartphone in hand can seek the best deals and make a purchase by clicking a button. Strategic shoppers will take a liking to online shopping and ‘self-serve,’ however others prefer the in-store shopping experience and human advice. Organisations need to understand these habits and be able to react to them, particularly digitally.
As more organisations embrace Digital Transformation, a driver other than Technology that needs to be considered is the customer experience and it’s impact on buying decisions. Many organisations are now investing in the importance of effective change management. Changing processes and systems at a customer level most often also require the business to change internally at a corporate level.
Change is about people, coaching and influencing. Change consultants listen, interpret and collaborate across various divisions of a business. They consider the significantly broader and deeper people impact often associated and the use of development and implementation methods such as Agile, Lean human centered design and customer/user experience.
While finding the balance between technology and the human connection can be difficult, getting it right is well worth it and arguably a “must do”. Project Resource Partners provide specialised Change resources who have in-depth experience and understanding of this newer customer focused transformation and what it takes to help an organisation operate in a “digitally customer focused” world.
Please feel free to reach out if you are seeking Change Management resources or are a change manager or analyst seeking new opportunities.