CX Transformation Lacks Middle Manager Activation
July 11, 2014 1 Comment
In the Temkin Group report Introducing Employee-Engaging Transformation (EET), we defined five EET practices that companies must master if they want to successfully drive CX change across their organization:
- Vision Translation: Connect Employees with the Vision. The organization clearly defines and conveys not only what the future state is, but why moving away from the current state is imperative for the organization, its employees, and its customers.
- Persistent Leadership: Attack Ongoing Obstacles. Leaders realize that change is a long-term journey and commit to working together until the organization has fully embedded the transformation into its systems and processes.
- Activated Middle Management: Enlist Key Influencers. Middle managers are invested in the transformation and understand their unique role in supporting their employees’ change journeys.
- Grassroots Mobilization: Empower Employees to Change. Frontline employees operate in an environment where they help to shape and are enabled to deliver the change.
- Captivating Communications: Share Impactful, Informative Messages. The organization shares information about the change through a variety of means that balance both the practical and the inspirational elements for each target audience.
The report includes an EET assessment, so we asked nearly 200 professionals from large organizations to answer the specific questions about Middle Management Activation. As you can see below, only about a third of companies effectively employe this practice when driving change.
The bottom line: Don’t forget to activate your middle managers!