Implementation & Change Management

Real Impact™

Turn strategy into everyday action. Ship it, dance it, repeat.

Overview

Research consistently shows that 70% of transformations fail due to poor change management and execution gaps. Our implementation services address this crisis through disciplined delivery, behavioral science-based adoption, and relentless accountability. We apply academic-led "Behavior Labs" for sustained change, measuring progress via real-time dashboards. We stay until the new experiences are embedded in operations and delivering measurable results.

Service 3.1: CX Transformation Implementation

Overview

End-to-end implementation support transforming CX strategies and designs into operational reality. Embedded consultants work side-by-side with your teams to deploy new processes, technologies, and capabilities, manage change, build skills, and ensure sustained adoption—staying until improvements are measurably delivering business outcomes.

Agile CX Implementation Methodology

• Sprint-Based Delivery (2-week cycles, incremental value)

• Pilot-Scale-Sustain Phasing (test, expand, embed)

• Behavioral Change Science (COM-B Model, Nudge Theory, Social Proof, Habit Formation)

• Embedded Coaching (active capability building)

• Measurement and Learning (continuous tracking, rapid course correction

Key Outcomes

• Deployed customer experiences delivering measurable improvements

• 80%+ adoption rates (vs. industry average 30-50%)

• Built organizational capabilities for ongoing optimization

• 10-30% improvements in targeted business metrics

• Client team confidence and competence for continued CX evolution

• Sustained performance post-engagement

Service 3.2: Change Management and Culture Transformation

Overview

Systematic organizational change management ensuring CX transformations achieve sustained adoption and cultural embedding. Comprehensive programs shift mindsets, behaviors, and organizational systems toward customer-centricity, addressing culture as the primary barrier to CX success.

Methodology: Culture Shift Framework

• Leadership Alignment (executive commitment, personal change stories, accountability)

• Change Champion Network (grassroots movement, influencer training, community support)

• Communication Campaign (multi-channel storytelling, vision, relevance, progress updates)

• System Alignment (performance management, incentives, training, recognition, promotion)

• Behavioral Reinforcement (reduce friction for desired behaviors, feedback, social proof)

Key Outcomes

• Leadership team genuinely aligned and visibly championing CX

• Boost in employee engagement scores

• 40% reduction in employee churn

• Cultural shift visible in employee language, priorities, and decisions

• Sustained change 2+ years post-program

• Customer satisfaction improvements

Service 3.3: Employee Experience (EX) and CX Integration

Overview

Integrated program aligning employee experience and customer experience, recognizing that superior CX requires superior EX. Maps employee and customer journeys in parallel, identifies how employee experiences enable or constrain customer outcomes, and designs interventions that improve both—delivering 10-20% customer satisfaction improvements from EX investments.

Methodology: EX→CX Integration Framework

• Parallel Journey Mapping (employee & customer journeys, intersections, friction points)

• Employee Enablement (capability, tools, authority, motivation)

• Frontline Empowerment (decision-making, information access, flexibility, accountability)

• Recognition & Incentives (align rewards with customer outcomes, celebrate CX behaviors)

• Measurement (track both employee engagement and customer outcomes)

Key Outcomes

• Significant boost in employee engagement scores

• Major reduction in employee churn

• Noticeable improvement in customer ratings from EX investments

• Clear increase in sales driven by engaged employees

• Substantial time savings from improved tools and processes

• Dramatic reduction in customer complaints

• A virtuous cycle where employee and customer satisfaction reinforce each other

Delivery

Timeline: 3-6 months, phased with milestones

Differentiation: Academic-led "Behavior Labs" for sustained change. Measure via real-time dashboards.