The COVID-19 pandemic has forced global businesses to adapt quickly, with the entire workforce confined to their homes. Whilst businesses continue to make remote working more efficient, ongoing discretionary programs have been paused or stopped, and organizations are spending only on business-critical projects. Given this environment, it’s more important than ever to excite and engage employees to improve adoption of essential projects.

 

In the same way that project and program delivery has had to adjust, so has change management. In reality, change management was already being disrupted and reimagined for a digital world; COVID-19 has just accelerated that disruption.

 

The process of disrupting change management has been happening since organizations and governments began digitizing operations and elements of the economy at pace. Change has become a continual process focusing on behavioral and in-the-moment change. This, to a large extent, has been driven by the consumers of that change – employees – who expect a consumer-grade experience at work and “turn off” more-traditional approaches due to information overload.

 

With employees (and companies) now adapting to remote-work scenarios, it is particularly challenging to replicate traditional change-management delivery techniques and tools. Most organizations’ change-management models were not calibrated around remote working as the dominant way to work. Organizations that are unable to adapt and “change” their change-management process will not be able to drive better adoption of business-critical projects, leading to delayed outcomes.

 

Some key challenges change leaders will face in today’s environment are:

  • Quickly adjusting to the “new normal” of remote working
  • Large volumes of daily communications for employees
  • The Change Network becoming virtual, leading to productivity challenges​
  • Loss of momentum due to stretched timelines
  • Increased employee demand for real-time access to the right knowledge
  • Inability to conduct in-person sessions

 

Whilst the fundamentals of the change-management process remain the same, delivery using new digital tools is important in the current environment. Wipro’s Zero Touch Change (ZTC) uniquely enables change management in this new, hyper-remote world. ZTC helps companies make the shift from stakeholders to personas, from trainings to in-the-moment support, and from “monitor and comply” to “nudge and enable” with employees. Change leaders need to re-calibrate their traditional delivery processes; a move to a zero-touch environment can help drive effective change.

 

Wipro’s Zero Touch Change solution is underpinned by change-management fundamentals: having a vision for change, aligning leadership, mapping stakeholders, developing a communication plan, gathering user feedback and realizing benefits. However, the delivery mechanism is re-imagined using digital tools to make it real for employees who are grappling with today’s “new normal” and to empower businesses to realize a faster adoption curve. This delivery process incorporates changing employee behaviors and has revolutionized how we run change programs for clients.

 

 

The core of this approach relies on in-the-moment support, data-driven insights and personalized communication that promotes long-term, sustainable adoption. Understanding the “what’s in it for me?” criteria for each persona group and user segment provides insights that enable the change-management team to create communications and experiences that influence behavior. This is augmented by a personal change assistant to engage with users, learn from their interactions, and improve and personalize the content employees receive.

 

At the end of this journey, businesses can expect:

  • Data-driven insights for targeted interventions and content creation​
  • Personalized and curated delivery of micro-learnings, training materials, and FAQs to ensure positive impact on enterprise change adoption​
  • Fast issue resolution leading to fewer ticket creations and higher employee satisfaction​
  • Usage segmentation and sentiment analysis to monitor and improve content in real time
  • Nudge based interventions to drive steep adoption curve

 

Change management is critical for any organization’s transformation agenda, and it’s the only mechanism to ensure return on investment. It is therefore critical for organizations to embrace a change-management approach that’s right for today’s hyper-remote, digital world. Built for rapid scaling across markets and quick user onboarding, Zero Touch Change can be implemented as a minimum viable product (MVP) in eight weeks and enable a reduction in direct change cost by 20%-30% and cost of change for business by 70%-80%.

 

Wipro’s ZTC has been recognized by IDC for promoting a quicker and more cost-effective way to realize business value. As companies, and their employees, seek new paths forward in a remote-working environment, it can be a powerful tool to help them adapt to the changing dynamics of change management.

Mayank Jha

Mayank Jha

Partner, Wipro Digital Consulting

@WiproDigital

Mayank is a Partner in Wipro Digital Consulting focused on transformation across a range of sectors, from Consumer to Energy to Business Services. He focuses on how the combination of process, technologies, behavioral insights and digital ways of working can radically transform how organizations operate and create value for their stakeholders.

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