Change management is entering its final phase: deployment and management in the field. If mobilizing and getting the teams on board are the first challenges, the day-to-day action is another, even more delicate one. It is a question of comparing the experience model with the reality on the ground and validating that the deployment system works. This is the time for action, and the question now is whether the model is effectively deployed and whether the teams take it on board.
The difficulties of a major cultural transformation are multiple:
It is therefore a question of knowing objectively and factually whether the experience model is a reality on the ground, driven by managers, embodied by teams and perceived by customers. And in view of the challenges you are facing, declarative feedback from the field is no longer enough and the monitoring of current performance indicators will not allow you to react quickly if necessary.
To anchor the new practices, to structure and secure the proper deployment of the experience model, the Académie du Service has imagined and developed Lookey, an application for the animation and management of the customer experience.
Imagining the deployment of a new customer experience with Lookey means:
Beyond its operational functionalities, Lookey’s uses are multiple and facilitate your action.
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