Insights

Embarking on the journey of business transformation requires strategic engagement with three key stakeholder groups to drive the desired outcomes of enhanced agility, efficiency, and revenue generation.

1. Leadership Engagement: Identify the service areas or business units whose leaders are most likely to benefit from - and should therefore be engaged in the transformation. This entails pinpointing leaders such as call center heads or customer service directors who can play a crucial role in steering the transformation. It's not just about keeping them informed; rather, focus on involving 10-20% of these leaders who possess the expertise to invest their time in guiding the transformation based on their past experiences and insights.

2. Transformation Vanguard:  Recognize individuals whose roles are poised to undergo significant changes throughout the transformation journey. These individuals, facing the brunt of transformational shifts, represent a prime group for engagement. Initiate dialogue through listening sessions like stakeholder interviews or focus groups to glean insights and establish rapport. Leverage their insights and build confidence in future processes by helping them map pain points and opportunities. Later engage them in “train the trainer” opportunities to facilitate transformation engagement.

3. Engaging Dissenters and/or Disheartened voices: Acknowledge the presence of dissenters or those harboring concerns that could potentially hinder the transformation's progress. While their skepticism may pose challenges, their perspectives may be valid and contribute to a more comprehensive approach. By actively engaging with them, you not only validate their concerns but also foster trust through attentive listening.

Establishing a Transformation Advisory Council (TAC):
Once you’ve identified these segments of your team members, choose approximately 20-30% of them to act as your Transformation Advisory Council. Like a Product Advisory Council, these TAC members get a voice in how to execute the solution. While a smaller task force may lead the what and the why, creating two-way communication with a Transformation Advisory Council creates a team of contributors with a vested interest in the success of your transformation. Create a cadenced forum - say bi-monthly or even quarterly - wherein you collect feedback and share progress and next steps with this larger audience.

Leveraging this broader spectrum of stakeholders, designate a small number of Change Champions and enact the change model. By commencing with a wider audience, you enhance your capacity for engagement, information dissemination, and continuous feedback collection across the transformational journey. And you ensure three critical groups of stakeholders are met with transparency about progress and tools to enact change in their teams and the broader culture.