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ABCG Cascade

Senior management capability development programme equipping senior teams to lead CX transformation.

ABCG Cascade intensive workshops are facilitated by ABCG’s team of board level practitioners delivering:

  • Aligned Customer Experience strategy, plan and investment priorities
  • New ways of collaborative working
  • Clear individual accountabilities
  • New levels of emotional EQ and coaching capabilities
  • Organisational engagement plan.

Knowledge transfer through intensive team-based workshops.

What makes ABCG Cascade different?

Customer focussed planning, collaboration, communication and coaching are imperative in leading CX transformation.

Whilst identifying and recognising the importance of Customer Experience many companies are struggling to develop Customer Experience strategies that work across the company. Harvard Business Review comments “lack of alignment & collaboration within senior teams impedes CX delivery”.

ABCG believe that Senior Management behaviour is critical when leading CX transformation and there are a number of key blockers which are not being addressed, from lack of strategic alignment, inconsistent leadership, processes that inhibit speed of responses, to structure and ways of working, all of which inhibit collaboration.

Most businesses possess more customer insight than is shared and used to plan. Good CX is rooted in shared belief & appreciation of customer attitudes and behaviour and this should shape strategy therefore customer focussed planning is key.

 

By the end of the Cascade programme ABCG commit to delivering shared vision +aligned priorities + new processes + heightened EQ.

CX demands behaviour that is coherent and consistent at all touch points and across functions and teams to deliver shared goals. This is achieved through collaboration which is hard-wired into process, decision & style to supersede silos and hierarchy.

Customers expect prompt and effective resolution at point of delivery, therefore staff need to understand WHAT is required, WHY this is important and HOW to deliver by being aligned, equipped and inspired through effective communication that cuts through, wins hearts and minds and inspires commitment.

Evolving CX behaviour to meet changing customer needs is critical. A progressive approach to learning actively supported by line managers is proven to transform adoption of new skills and coaching by line managers transforms Learning and Development performance and is at the heart of the ABCG ThreeSixty approach.

Executives underestimate CX risk & reward and potential value of CX transformation. Cultivating a customer focussed culture is the critical senior management challenge.

“44% of executives believe customers are willing to pay premium for great CX… but 86% of customers say they do”.

Source: Forrester, Oracle, CX index.

ABCG Cascade core modules

Four modules tailored to each clients requirements based on the pre-programme ABCG Mirror-Image healthcheck.

Each module is delivered over two days through intensive, team-based workshops with pre and post module group work and individual coaching.

Module 1Customer-centered planning & beliefBuild an operationally & financially robust CX plan as an integral part of corporate strategy.

Workshop content:

ABCG facilitators work with executive team to build a robust and realistic CX plan around:Customer needs
Positioning gaps
Vision & strategy
Investment priority
Operational delivery
Module 2Collaborative working practice

Heighten speed, flexibility through collaborative ways of working.

Workshop content:

ABCG facilitators help executive team analyse & address behaviour & process change needs:Shared belief
Accountabilities
Dependencies
Ways of working
Signature behaviours
Module 3Engage, involve, inspireAchieve understanding, alignment & focus to delivery.

Workshop content:

ABCG facilitators help executive team prepare 5 step engagement & transformation plan:Explain (what)
Inspire (why)
Involve
Equip (how)
Encourage
Module 4Transforming team performance

Optimise performance & transform adoption of new skills throughout the organisation.

Workshop content:

ABCG facilitators introduce blended learning plan & work on personal coaching skills:Performance gaps
Capability audit
Behaviour goals
Blended learning plan
Coaching workshop

Design and delivery process

Capability audit

1

2 hour workshop with Senior Leadership Team (SLT)  to build understanding, commitment & chemistry.

Health check & brief

2

ABCG assessment and preparation of detailed programme design brief for review with SLT.

Design

3

Core programme tailored to meet brief & incorporate client issues, information and cases.

Deliver

4

Delivery of programme over concentrated period. Review & adjust after each module.

Assess

5

Impact assessment vs agreed goals. Report prepared for SLT using Kirkpatrick model.

Refresh

6

Further coaching at team or individual level as required following impact assessment.

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