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3 Reasons Why Big Businesses Need To Be Human-Centric for Successful Change & Innovation


By Sangbreeta Moitra - Earlier this month, I traveled to China, South Korea and Japan. Speaking at multiple corporate events on innovation and human behavior, I met leaders from across the world working on some of the most advanced AI, machine learning and innovative technologies to transform their services to even greater levels.

However, with the new era of ground-breaking technological advancement comes the somber hidden reality. According to estimates, over 50% of Fortune 500 companies will be replaced in the next 5 years. Technology has already taken over 90% of the jobs humans used to do. Almost 800 million jobs could be lost worldwide by 2030 due to automation.

Confronting. What does that mean for our future? How will employees continue to stay relevant and safeguard their life? How will organizations future-proof their legacy? The most critical need for big businesses today, is to make people-centricity it’s primary focus. Here are 3 reasons why.

1. ORGANIZATIONAL CHANGE CANNOT SUCCEED WITHOUT ACTIVE EMPLOYEE INVOLVEMENT.

75% of change management initiatives fail, per study by Towers Watson. Almost 60% of joint ventures fail outright, per study by Mckinsey. I’ve worked closely with top organizations undergoing change and transformation and one of the biggest black-holes of change management is this. Change is genuinely addressed almost only within top leadership. Majority of the workforce; the mid-level management, associates, agents and specialists don’t get the tools to embrace change.

Circulating a document stating the new company protocol and expecting different results – will create zero change.

If you want different results, you need to invest in the very people driving your results. Invest your efforts in active and supportive communication, training, leadership, engagement and regular measurement.

2. CONTINUOUS INNOVATION REQUIRES A CONTINUOUSLY PRIMED MIND

Innovation is the need of the hour. The future is unpredictable. Organizations are looking to disrupt old patterns, devise better services, create brand new offerings to engage the customer. Want your products and services to be innovative and create the best customer experience? Don’t just hire bright minds. Invest in developing them.

When speaking with the HR leadership of an MNC recently, I was told employees did not receive any workshops or experiences apart from their daily work.

If we expect a different output, we need to change the input. Actively invest in the knowledge growth, innovative thinking and strategic insight development of your tribe through workshops and team experiences. Create peak performance results in every level of your organization.

3. CUSTOMER LOYALTY DEMANDS A PERSONAL AND REAL ENGAGEMENT

Social-media onslaught has every organization pushing themselves onto the consumer through Instagram, email, LinkedIn, youtube, blogs, vlogs, influencer deals and brand purpose ads. Shockingly, or perhaps not, customer retention has in fact plummeted. Only 13% of customers stay loyal to a brand and over 60% simply mute your push-notifications. How are you going to truly engage your customer? How will you serve them such that their loyalty withstands the test of time? Organizations need to ensure that for every service they offer, the dynamic must always be people-centric. Focus on understanding the needs, wants and troubles of your customer. Give them your attention, your personal support. Show them that you care about making their life easier. If there’s a mistake on your end, accept it. People are much more forgiving than we imagine. The more real we keep our interaction with our customer, the more understanding they will be.

In a nutshell: The future ahead is exciting, unknown and unpredictable. We don’t know what the years will bring, we can only guess at best. Be people-centric. Your arsenal will be loaded with the best tools to future-proof your vision, your organization, your legacy.

WHAT THE AUDIENCE SAYS ABOUT SANGBREETA:
Booking.com feedback from Customer Service Leader, Tokyo, Japan:
Sangbreeta's talk was the highlight of our event. She was truly inspiring and awesome! We were honored to have the opportunity to listen to her, it made us think about our work and how we can transform our performance to the next level.

About the author:
Named among top 10 European keynote speakers of 2019, Sangbreeta Moitra is an award-winning speaker and global strategist on a mission to transform the future of work. Mind-hacking human behavior, rewiring the innovative brain, transforming our peak performance and creating phenomenal customer relationships, she is passionate about our future being human first, in a time when technology is taking over human work and human connections in ways we cannot imagine.

Based in Amsterdam, Sangbreeta’s trusted clients include Booking.Com, Ernst & Young, Orange and Shell. Featured in The Huffington Post and The Financial Express, Sangbreeta has won the coveted TEDx award for her talk ‘Transform Your Presence’ and is an international champion in public speaking.

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