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DCG research and articles about: change management

OPEX Week: Business Transformation Summer Summit

Meet Connie Moore at the OPEX Business Transformation Summit hosted by IQPC. This event targets business leaders who are driving their organizations towards process excellence (OPEX) in the digital era. As part of the pre-conference Customer Experience Day, Connie will deliver a workshop on marrying process excellence with the customer journey, using examples from leading organizations that are designing process hand in hand with customer journey mapping. On day one of the main conference program, Connie will participate in a panel discussion entitled “Spotlight on Culture and Change,” in which participants provide guidance on organizational change management.

Speakers represent industry leaders such as AT&T, eBay, Wells Fargo, Eli Lilly, Kellogg’s, Merck, Intel, and Swarovski.

For insights into the topics that Connie will cover, download her  analyses of business process management and organizational change management as core competencies for customer experience management (CEM). Relevant reports also include Transform Customer Experience and Operational Excellence by Going Digital Outside and Get Started on Creating Great Customer Experiences with Journey Strategies.

blackboard change

What digital leaders can learn from Melvin Conway and the LAPD

Is your company its own worst enemy when it comes to delivering great experience? Your ability to engage and delight customers and prospects may be falling short because you’re tripping over your own organizational feet. Perhaps it’s time to take strategic action on change management. At DCG, we believe so strongly in the value of… read more >

Free Developer Report

Beyond Technology: Aligning People and Processes for Customer Experience

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photo of cute Hungarian vizsla dog head portrait

Change Management: teaching old dogs new tricks isn’t easy

You know that expression about “teaching old dogs new tricks . . . ?” Well, it’s true. In fact, it’s worse than that—I’m having trouble teaching my two-year-old Dalmatian new tricks and he isn’t even middle aged. My dog only wants to do what he already knows how to do —and, what he already likes… read more >

Free Developer Report
Readiness 2

From change management to organizational readiness

Organizations undergo change all the time. Some changes are small with little long-term impact on the day-to-day functioning of the company. Others are monumental, requiring the entire organization to (re)align themselves with the new reality for the change to successfully occur. And therein lies THE most important factor in implementing change: the targeted audience’s (individual,… read more >

Transformation of Lime Butterfly ( papilio demoleus )

IT’s role in organizational change management

IT plays a large role in organizational change management because many changes that senior executives are driving get codified in business systems, information management, collaboration tools, mobile apps, and even social tools. In fact, one school of thought (not a particularly good one) asserts that changes and decisions associated with organizational change management should be… read more >

One tree in field

Use change management to build an operational excellence culture

I recently attended a superb conference (IQPC’s PEX for Oil and Gas) that focused exclusively on creating a culture that sustains operational excellence. It’s a vitally important topic. I suspect all companies would like to achieve superior operational excellence and/or push the bar higher for greater excellence. After all, that’s what delighting the customer is… read more >

Digital Clarity Group

Resistance is futile, change is inevitable

Change management is essential in today’s workplace. With the velocity of change in today’s world, the last thing you want is to unexpectantly log onto your work computer one morning to find a whole new desktop layout, tool, application, and/or re-visioned intranet. I mean come on, you are still haven’t gotten to figuring out the… read more >

African Elephant isolated on white

The Business Transformation Elephant – It’s Not What You Think

This week I’ve spent a lot of time with business process leaders who are chartered with making Business Transformation a reality in their organizations. These individuals are largely C-level executives and vice presidents who work in a number of process improvement and operational excellence roles, as well as lines of business leaders. This dialog occurred… read more >

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