CX Change Management & Adoption

Implementing a new technology platform or evolving an existing one, requires careful attention to the individuals, teams, and organization as a whole who are expected to use a technology solution. With this service offering, commonFont provides change management and adoption services to ensure your CX solution is not only successfully launched but also adopted and utilized effectively across your organization. We focus on preparing your people for the changes and equipping them with the necessary information, understanding, and skills to take action.

Impact:

• Accelerated Program ROI: Achieve faster returns on your XM technology and services investment by ensuring widespread and effective utilization of the platform and insights.
• Increased User Engagement: Drive higher adoption rates among employees and stakeholders, leading to a more data-driven culture and broader participation in XM initiatives.
• Reduced Resistance to Change: Proactively address potential resistance and foster a positive attitude towards the new XM program, smoothing the transition process.
• Enhanced Data Utilization: Empower users to confidently access, interpret, and act upon XM data, leading to more informed decision-making and tangible improvements in customer experience.
• Sustainable Program Success: Establish a framework for ongoing training, communication, and support, ensuring the long-term success and continuous evolution of your XM program.

What’s Included:

• Change Impact Assessment: Identify key stakeholders, assess their needs and potential impact, and develop targeted engagement strategies.
• Communication Plan: Design and deliver clear, consistent, and compelling communications about the XM program, its benefits, and how it impacts different user groups.
• Training and Adoption Plan: customized training materials and conduct engaging training sessions (in-person or virtual) to equip users with the skills to effectively use the XM platform and insights.
• Training: Deliver training to end-users and system admins to enable and accelerate adoption and usage of the system.
• End-User Support: Implement strategies for ongoing support, feedback mechanisms, and recognition to ensure continued engagement and utilization.

Timeline: 3, 6, 12 month increments depending on requirements.