Getting people to adopt change isn't easy. Take them on the journey with you. Make the case for change, communicate and consult with them, describe how the changes will impact them and provide support to individuals through the transition.
Transformation initiatives involve many moving parts and too many lose their way or fail completely. Set up for success with sound foundations and the appropriate "project machinery" of management, controls and governance.
Digital has taken technology from operating the back office to defining the entire customer (and employee) experience. Open new digital channels and use the rich data generated to personalise the service, recognise trends and respond quickly to changes in behaviour.
