Global Technology

Client Context

An 80,000 - person technology services business spin-off from a highly-renowned technology company, this organization had a complex business challenge ahead of it. To shift their position in the market on delivering technology services, to being seen as a partner of choice for end-to-end technology infrastructure needs. The business goals of the organization included: turning all client relationships into win-win, growing existing relationships to support client’s technology needs, and leveraging new technology to automate and improve client support. To do so required a mindset shift from delivering on its contractual commitments to becoming a consultative partner who co-create customer solutions. With a defined set of leadership behaviors to drive their business goals, the organization partnered with Walking the Talk to shift the culture to drive results.

Case Study

Workstream 1: Building a Community of Culture Champions

• Working alongside the culture transformation team, Walking the Talk delivered a Culture Champion program to support the organization worldwide. This program focused on creating a community of culture champions to act as conscience and coach for the organization. This community supported leaders to raise awareness of how culture drives the business strategy and what behaviors are necessary to drive change.

Workstream 2: Creating Awareness and Understanding with the Top 800

• Walking the Talk designed and facilitated two leadership summits for the top 800 leaders. In year 1, the focus was to build the foundation of culture and the fundamental role leaders play in driving change. Each leader committed to a key shift in their day-to-day work that embodied the organization’s culture blueprint.
• In year 2, Walking the Talk designed a business experiential for the top 800 leaders. This experiential drove insights for how past/current ways of working no longer serve the business to achieve their goals. Leaders had pivotal insights around customer centricity and partnership, agility and speed, and the power of cross - functional collaboration.

Workstream 3: Cascading Learning and Insights into the Organization

As the top 800 experienced each summit, WTT worked with the transformation team to build internal capability and create the opportunity to cascade learnings more deeply into the middle-management population of the organization. This was done in several ways:

• Leadership Toolkits to support leaders with sharing the foundations of culture their learnings and insights.
• A scenario-based workshop, which created insight and understanding for middle-managers and their teams to explore how to break down silos and work cross-functionally.
• A business experiential “in-a-box” which empowered culture champions and leaders to bring this experience to their teams across the world.

Bottom Line:

• Top 800 leaders focused on shifting their behaviors to drive growth.
• A community of culture champions supporting culture change from the bottom up; acting as support for leaders in actioning change and being the conduit of feedback from the front-line.
• Awareness and understanding across the organization of the change, and why this is critical to the success of the business.
• 80% of managers participated in the scenario-based workshops and made commitments for change in their behaviors.
• 30% of employees participated in the experiential-in-a-box to date.

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