Answer: Start with Customer Experience and Business Architecture
Our research is based on three surveys conducted with IQPC and the PEX Network, exploring the maturity of organizational change programs. We’ve analysed some 670 change programs over the last 4 years, with detailed responses from 150 organisations in 2015.
We found that change programs within more mature firms almost always succeed.
In firms with an average maturity above level 3:
- The chance of outright failure drops to just 3%
- 84% of their change programmes met or exceeded their goals.
Even in low maturity firms:
- Outright failure rates peak at just 40%
- a further 32% said their program failed to meet up front stated goals, but was considered a success because of unexpected benefits.
You can download the full report with registration here
The key pillars for program success are:
- Ensure greater clarity and realism in the definition of goals and expected benefits.
- Control how change is mandated across the organization.
- Engage employees into working outside-in to solve problems.
We found a strong correlation between program success and the combination of business architecture and better customer experience design practices.
Linking CX with Business Architecture is, by definition, transformational. It means working outside-in, focused on the purpose of the business – but factoring in the impact of technology, and pace of change in the outside world – to recast how you deliver value to customers. Engaging employees to collectively design compelling service propositions enables your change programme to start with the best chances of success. Focusing on the customer experience and how the organisation delivers value, teams regularly share artefacts as they innovate. This shifts the focus from hierarchy and product, to service and experience; ultimately, differentiating the firm.