Customer Experience: Dragging an Aging Organization into the 21st Century

I joined a shared services organization in early 2015. They were set in their ways, and the entire senior leadership retired all at once. The man in charge was out to lunch in his last 4 months, and his Deputy was not suited to the task. With new leadership came new opportunities. Despite high apathy, I showed the organization why modernizing is good for them, how even ‘pretending’ to care made a huge difference. In one year, the Officer’s Group’s opinion of my org went from “At best, meh” to “it’s a whole new ball game.” This talk will go over what I did, and how others can do the same.