All Aboard SBS's Emerging Customer Experience Management

Case study description

Challenge:

The main objective of the Workshop was to facilitate the merger of two areas under a nascent Customer Experience management, to discover and define the OVERVIEW PURPOSE for which they would work.

How did we do it?

During 2 days of intervention in our Organizational Development Center in Suesca Cundinamarca, we intervened the leaders of the new Customer Experience management. This process involved multiple tools and methodologies:

• Sensitization of the team, focusing on the IMPORTANCE of the RELATIONSHIP between them as leaders to work as a single team, emphasizing the seniority and EXPERIENCE that each one of them has in SBS and the way in which they can CONTRIBUTE to the Fulfillment of the objective.
• With Experiential methodology and through different challenges we work on TRUST, RECOGNITION, TEAMWORK, COMMUNICATION, COMMITMENT, EMPATHY, PROCESS IMPROVEMENT.
• With LEGO® SERIOUS PLAY® methodology, the PURPOSE and the main postulates of the NEW MANAGEMENT were built.

Result:

• The team generated awareness and felt identified with the COMMON PURPOSE defined for the NEW MANAGEMENT, which was internalized by the entire leadership team.
• With the use of the LEGO® SERIOUS PLAY® tool, the CONSTRUCTION and UNDERSTANDING of the NEW MANAGEMENT'S PURPOSE was facilitated so that the management team could download and transmit the definition in a CLEAR and UNDERSTANDABLE way to their leaders in charge and later to the whole organization.
• The leaders were able to understand and assimilate the new ROLES and CHALLENGES that each one must lead to achieve the success of the NEW MANAGEMENT.
• The SKILLS and COMPETENCIES that must be developed and empowered by all members of the new team to achieve the defined objective were identified.