Late last year we reached out to over one hundred C-Suite and Executive leaders who had either led or influenced significant transformation programmes in their organisations and asked them to share their perspectives on how they isolated, stewarded, and ensured value was realised along the complex journey transformation. This outreach provided us with a broad spectrum of insights into their approaches, challenges, and successes.

Building on this, we conducted over 30 in-depth, face-to-face interviews, which allowed us to delve deeper into the critical factors required to deliver world-class Customer Technology programmes. We explored how these leaders successfully introduced these initiatives into their organisations, ensured their effectiveness, and navigated the hurdles along the way. Additionally, we captured valuable lessons learned from their experiences, revealing actionable strategies and principles that underpin transformational success.

This research is part of our ongoing insights programme, designed to continuously inform and empower our clients while supporting the advancement of customer-led technology. By staying at the forefront of industry knowledge, we aim to equip our clients with the tools and expertise they need to drive impactful and sustainable change in their organisations.

What’s Inside the eBook?

Insights from 30+ Australian leaders on driving real organisational change

• Leadership & Alignment – The value of clarity of vision and consistent leadership.

• Human Factors – Change succeeds when people are prioritised over tech.

• Overcoming Challenges – Adaptability and momentum matter when plans shift (and they will).