#45: The Intersection of Customer Experience and Change Management with Changeologist, Doug Flory, CCMP

Change management is a critical profession that focuses on the human side of change, utilizing various sciences and art to support successful projects and initiatives. Working alongside project management, change management ensures that individuals are prepared and equipped for transitions, driving long-term success. Doug Flory serves on the Board of Directors of the Association of Change Management Professional and describes himself as a Changeologist. In this episode of The Delighted Customers Podcast, we discuss:

Implementation of five levers for effective change management

the different levels of change management maturity and the role of trust in effective change implementation

he highlights popular methodologies, such as Prosci, ADKAR, Kotter's Eight Steps, and Lewin's Stages

the intersection of change managment and customer experience

Meet Doug

We first met at the ACMP Summit in Charlotte and the topic was the Intersection of Customer Experience and Change Management

20 years of experience leading the way change works in Change Management & Transformation, Corporate Culture, and Ways of Working

Background includes a multi-disciplinary approach towards a people-centered solution

Currently, Doug serves on the Board of Directors @ ACMP and is an Executive Consultant

His office colleague is a Yorkshire Terrier who is still how to trying to make copies

Timestamped overview
[00:01:01] Podcast host empowers leaders to delight customers.
[00:05:01] Change management: a profession focusing on people.
[00:10:05] "Steps to implement change in organizations"
[00:13:13] Understanding and applying different methodologies is crucial. Popular examples include pro size, ad, car, and model. They are taught in classes, followed by exams and certificates.
[00:16:30] Professional credentials like CCMP and CCXP.
[00:21:37] A global electric utility company faces challenges with change management. A consultant failed to handle the transition well, causing issues with HRIS system and employee trust. A new change management expert was brought in to rebuild trust and communication. The expert emphasizes the importance of identifying stakeholders, understanding change impacts, effective communication, training, and long-term sustainment. These levers are key to successful change management.
[00:31:41] Trust is core to many challenges faced.
[00:37:18] Impact of employee satisfaction on customer experience
[00:42:06] Customer and employee voices drive engagement, trust.
[00:43:53] Online retailer's bot miscommunication resolved by human.
[00:47:25] Hard question, unexpected path, successful career.

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