Shifting to a Customer-First Culture Through Empowering Decision-Making and Experimentation

The Business Challenge

Our client is in a fast-moving gaming and technology business and their strategy required significantly more agility to turbo-charge growth over the next 3-5 years. While the organization was implementing Agile practices, the mindsets and behaviours required to drive this transformation- customer-centricity, empowerment, collaboration and experimentation – also needed to shift in order to achieve sustainable adoption of agility.

Bottom Line

• The organization has put the customer first by engaging with their feedback and creating solutions to support the customer needs.
• A shift from a command-and-control environment, to one where Tribe leaders have empowered their teams to make more decisions on their own and have built deeper trust within their teams to deliver on common outcomes
• Experimentation (testing ideas and iterating) have become a part of their daily routine allowing them to reach faster product-creation, process improvement and problem-solving, curtailing the previous fear of waiting for things to be perfect.

Outcomes

• Leader Alignment: Leaders understand the agile mindsets and what needs to shift to unlock agile ways of working.
• A significant positive shift across all mindsets and behaviors after completion of the 12-week cultural program.
• Application of multiple experiments with tangible impact.
• Participants enabled to pay it forward and create a movement of agile transformation within their area of influence.

Workstreams

The roadmap to an agile mindset transformation involved a 2-fold focus:

• Agile Leading by Example:
  • Enabling tribe leaders to lead a sustained agile transformation.
  • Including leader 180 feedback on agile behaviors, 1:1 coaching; team-based workshops.
    
• Seeding new agile behaviors and mindsets across tribes:
  • Multiple tribes participated in a 12-week Agile mindset program:
  • An immersive, intensive learning experience designed to creates awareness and reinforce agile mindsets and behaviors.
  • A digital experiential to immerse participants in the 4 agile mindsets – customer centricity; empowerment; collaboration and experimentation (igniting awareness).
  • Bi-monthly test and learn sessions to encourage behavioral experimentation, enabling people to make immediate concrete shifts in their day-to-day.
  • A 12-week digital nudge plan for each tribe to support the behavioral change journey – including reminders, video content, and habit-forming practices.
  • A comprehensive measurement approach to test impact, including an Agile Mindsets Quiz at the beginning and end of the program.

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