hello co- lab team€¦ · hello co-lab team. making participation the connection between...
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![Page 1: Hello Co- Lab team€¦ · Hello Co-Lab team. Making participation the connection between colleagues and customers Matt Ede Senior Partner Katrin Homer Principal Consultant. Accelerated](https://reader033.vdocuments.us/reader033/viewer/2022060607/605d7be692e4045872769635/html5/thumbnails/1.jpg)
Hello Co-Lab team
![Page 2: Hello Co- Lab team€¦ · Hello Co-Lab team. Making participation the connection between colleagues and customers Matt Ede Senior Partner Katrin Homer Principal Consultant. Accelerated](https://reader033.vdocuments.us/reader033/viewer/2022060607/605d7be692e4045872769635/html5/thumbnails/2.jpg)
Making participation the connection between colleagues and customers
Matt EdeSenior Partner
Katrin HomerPrincipal Consultant
![Page 3: Hello Co- Lab team€¦ · Hello Co-Lab team. Making participation the connection between colleagues and customers Matt Ede Senior Partner Katrin Homer Principal Consultant. Accelerated](https://reader033.vdocuments.us/reader033/viewer/2022060607/605d7be692e4045872769635/html5/thumbnails/3.jpg)
Accelerated change.Beautifully delivered.
CitizensCustomers Colleagues
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A practical tool and framework
Help you lift the ambition and create a new perspective
Make friends and go forth
Shared insights and comparing of challenges and opportunities
+Aims
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Agenda
Agenda
1. Setting the scene
2. Experience the framework
3. Case study – participation
4. Your experiences - how to close the loop
5. What’s next & getting in touch
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Connected thinking
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Communities
12Employees
37
Customers
38
Shareholders
13
Customers and Colleagues are the drivers of long-term success
Strategic alignment is getting worse among colleagues
26% of business leaders say their transformations have been successful
+ Senior managers communicated openly across the organization about the transformation’s progress and success
+ Everyone can see how his or her work relates to organization’s vision
+ Leaders role-modeled the behavior changes they were asking employees to make
54%
47%
2012
2019
+ Percentage of Employees With High Strategic Alignment by Year
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The evolving role of HR
The people data analyzers
The drivers of employee productivity
The human design centre
The builders of the value proposition
The connected, experience designers
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Take the lead
End to end experience design
Continually test and learn
What this means in practice?
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Our infinite world
Customer needs
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Our infinite world
Colleague ability to execute
Customer value
Customer needs
Leadership ambitionand adaptation
What is it that makes you distinctive?
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Case study
Take a copy from
your table and get
started
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Switch to Mural
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Customers don’t have a positive experience
50%of customers switch to a competitor after a bad customer experience
Colleagues don’t believe in what they are selling to customers
60%of colleagues are unaware of their company’s goals, strategies, and tactics
Lack of emotional connections
79%of customers said a brand needs to demonstrate that they care about them before they consider making a purchase
Colleagues don’t have the knowledge & tools to help customers
45%of customers would switch brands due to unknowledgeable colleagues
Customers’ needs aren’t satisfied
50%of customers have left for a competitor who are able to stay more relevant and better satisfy their needs
Colleagues aren’t empowered to meet customer needs
54%of colleagues don’t understand their customers needs
Weak spots
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Connection is critical
The infinite loop
A new angle on EX
Summary
Participation
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Where do you go from here?
You have the tools to start a conversation
+ 90 minute, cross-functional workshop
+ Identify the value proposition you want to build around
+ Use mural to understand how aligned your business is
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Consumer
—
Financial
—
Government
—
Health
—
Travel
—
Hospitality
—
Energy
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Bangalore
LondonBrussels
Sacramento
Los Angeles
Minneapolis
New York
Fairfax / Rockville / DC
Richmond
Atlanta
Toronto
Chicago
Columbus
1,700+
Staff
17Offices
Big enough for impact.But built for agility.ICF has 72 offices around the world with consulting experts in health,
financial services, energy, infrastructure and sustainability, among other
domains.
Leeds
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Accelerated change.Beautifully delivered.