An IT department within a global hospitality organization wanted to improve the customer experience through a major technology transformation. They put together a change management program, complete with a structured methodology, rollout plan, timelines, metrics, and goals. The result? The company’s sales and customer support agents were confused, adoption of the new system was low, and a lack of integration with critical systems caused many headaches.
Those of us who have worked in technology long enough have heard this story before, so what happened? While the IT organization did its due diligence around its processes and technologies and tried to understand the business requirements, they forgot one very important aspect: people.