Encore: Achieving Customer-Centric Transformation in Large Organizations with Karen Root

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In this encore episode of 'Relentless Health Value', host Stacey Richter speaks with Karen Root, Director of Experience Strategy at BI, about achieving customer-centric transformation and innovation in large organizations. The discussion highlights the importance of change management, systems thinking, and effective leadership with a compelling vision. Key steps include identifying quick wins, leveraging influencer support, storytelling, and focusing on emotional 'moments that matter'. The conversation also delves into the J-curve, emphasizing the necessity for leaders to sustain hope and overcome the initial challenges during the transformation process.

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08:51 What skills does leading a large company in customer centricity require?

10:36 What needs to be included in a vision for customer-centric change?

11:01 “In transformation, we have to adjust the approach to that vision. We have to break it down into a couple of key steps.”

11:39 What is the J curve?

12:26 “Disruption is going to happen; it’s just how do we minimize its impact.”

14:00 Why is hope so important for success in change?

17:22 “Leverage your people; understand where they are in the change curve.”

26:24 “We can’t manage what we don’t measure.”

26:33 “We have to not only measure in quantitative ways but qualitative.”

27:35 What’s the downside to not being able to innovate?

28:55 Why does leadership need to have a story to tell?

31:19 “We have to remember that these are human beings and to look for those tells.”