Encore: Achieving Customer-Centric Transformation in Large Organizations with Karen Root
To read the full article and show notes with links mentioned as well as a full transcript, click here.
In this encore episode of 'Relentless Health Value', host Stacey Richter speaks with Karen Root, Director of Experience Strategy at BI, about achieving customer-centric transformation and innovation in large organizations. The discussion highlights the importance of change management, systems thinking, and effective leadership with a compelling vision. Key steps include identifying quick wins, leveraging influencer support, storytelling, and focusing on emotional 'moments that matter'. The conversation also delves into the J-curve, emphasizing the necessity for leaders to sustain hope and overcome the initial challenges during the transformation process.
Love the show? Please consider signing up for our weekly newsletter. We'll send you an article covering the latest episode with show notes, mentioned links and a transcribed intro. Join the RHV Tribe.
08:51 What skills does leading a large company in customer centricity require?
10:36 What needs to be included in a vision for customer-centric change?
11:01 “In transformation, we have to adjust the approach to that vision. We have to break it down into a couple of key steps.”
11:39 What is the J curve?
12:26 “Disruption is going to happen; it’s just how do we minimize its impact.”
14:00 Why is hope so important for success in change?
17:22 “Leverage your people; understand where they are in the change curve.”
26:24 “We can’t manage what we don’t measure.”
26:33 “We have to not only measure in quantitative ways but qualitative.”
27:35 What’s the downside to not being able to innovate?
28:55 Why does leadership need to have a story to tell?
31:19 “We have to remember that these are human beings and to look for those tells.”
