Creating a blueprint for cultural change
Talent strategy consulting for major telecoms company
Transformation is a priority across the commercial and public sector worlds. But when it comes to delivering change in practice, organisations have had widely varying levels of success.
We provide talent and market insight - partnering with our clients to provide them with research and insights to support key business decisions. A powerful tool in planning transformation is an indepth analysis of how others have approached the challenge – as we proved when a major telecommunications company were ready to embark on a key digital and customer change programme.
- Direct input into a major customer-centric digital transformation programme
- In-depth market and competitor analysis through a mix of research techniques
- Outputs enabled the design of a more robust, evidence-based transformation blueprint
Our client had ambitious goals for a change programme intended to transform both the customer and employee experience. A key priority would be building a team of customer-centric individuals with an agile, curious, innovative mindset. How could it unlock these traits in the workforce and attract new joiners fitting the profile?
Given the scale and complexity of the task, our client wanted to approach the process armed with as much relevant knowledge and understanding as possible. It turned to NSCG for our capabilities in market insight and competitor analysis. It wanted our insight to feed into the design of an innovative customer strategy and to help foster a more agile, digital culture for its workforce.
Our brief was to build a detailed understanding of different approaches to change, provide recommendations on interventions and share in-depth analyses of other organisations who had been through this journey - those who have shifted the paradigm of service and are truly invested in the employee experience.
Our research had to be incredibly thorough to ensure we gained the necessary insight. You either do an exercise like this properly or it is an investment that will end up wasted.
We proposed a three phase project. Phase 1 focused on understanding the business context and landscape, and then providing in-depth desk based research on 11 target companies, who had already been through a similar programme.
Phase 2 featured a round table discussion – an engaging and creative way to tease out insight and gain different perspectives. We spoke to NEDs, experts in the market and other senior individuals who could provide insights into their experience of similar programmes.
In phase 3, we provided in depth analysis into four organisations with the most relevance to our client. Detailed conversations with key stakeholders enabled us to identify key lessons and learnings.
Results & outcomes
We worked in partnership with our client at each stage of the process, providing feedback and learnings from our research at that time. It received a detailed report at each stage of the process and a final overall report.
Drawing on this insight, they were able to develop a clear strategy for their transformation programme, with a detailed understanding of all relevant factors. We were able to provide clear recommendations to support this critical programme, both in terms of how it was developed, but also how it was implemented.
Our insight showed the client how to avoid risks and pitfalls and learn the lessons from best practice approaches and successful transformations. The result was a stronger, more effective blueprint for change, underpinned by real-world evidence.
The resulting programme was run and implemented successfully – leading to customer-centric service enhancements that created a clear point of difference in a highly competitive market. The work that went into research and planning paid clear dividends.