A few years ago, a large company reached out to an external expert to improve its customer service efficiency and develop digital channels.Upon arrival, hundreds of thousands of dollars had already been invested, but customer satisfaction, sales, and productivity were stagnant. Teams were siloed, and morale was at an all-time low.Six months later, leadership celebrated exceptional results, surpassing industry benchmarks and expectations.I am the expert who led this project.Together with leadership and team members, we beat the odds—statistics say that 70% of change initiatives fail.Each year, millions are poured into projects that have worse odds of success than a coin toss. And for leaders, this often means putting their reputation and career on the line.The causes behind project failures are well-known and documented. But when combined, they form a complex puzzle that’s tough to solve.The team had been trying every possible initiative, with no real results. Worse yet, each new solution only seemed to create new issues.Everything changed when we changed course.With the CEO’s support, we listened to the 20,000 employees who interact daily with customers. This brought the real challenges—and unexpected drivers of change—to light.This moment of truth transformed the dynamic, bringing a wave of optimism and enthusiasm throughout the organization. We rolled out a series of changes, ultimately deploying a survey solution that achieved results beyond expectations.“The change was well received by colleagues as measured by post-implementation engagement scores, and TD saw consecutive years of CX improvement.” Jasper LamI’ve built two companies using this approach:- Prométhée Consultants: Helping transform client relationships to increase sales, profitability, and both employee and customer experience.- Optimisation+: Developing digital skills to boost employee engagement and efficiency.Does this approach resonate with you? Let’s chat: 438-408-1950PS: Big projects shape big careers. Don’t leave anything to chance!
Listed skills include Change Management, Leadership, Process Improvement, Management, and 42 others.
