Implementing Customer Centricity and Agility

The postal industry player, is adapting to changing customer behaviors and fierce e-commerce competition by reorganizing its operations. To maintain its preferred status and achieve growth ambitions as a leading e-commerce player in Belgium, the EU, and the US, the client has introduced a customer-centric scaled agile transformation. This transformation addresses challenges such as an operation-centric approach, difficulties in cross-department collaboration and external partnerships, multiple overlapping change initiatives, and a lack of employee autonomy and engagement. By embracing a customer-centric culture, streamlining processes, and aligning agile initiatives, the client aims to achieve its growth goals and enhance its position in the industry.

• Definition and launch of a detailed Change Management Plan and Roadmap and Lighthouses
• Early & continuous communication
• Definition of the engagement plan
• Definition of the upskilling plan based on personas
• Identifying teams specific needs
• Definition and execution of the action plan
• Supporting the clientvin evolving their Organizational Culture to desired “customer centric” target (based on Corporate values and behaviours)
• Using ADKAR Prosci Change Management method as a reference for Organizational Change Management
• Co-creation of an in-depth communication plan with HR and Communications teams alongside the client entire transformation journey
• Supporting & training the client to become internally able to face change