May 23, 2019
In a large digital program, where there are over 100 people and/or more than 5 operational silos, there is a secret weapon that can be the deciding factor between success and failure: Empathy.
Poor communication, specifically between silos and teams, is the largest cause of failure for large digital programs. Lack of effective communication is caused in part by poor process and in part from the inability for teams to come together to solve problems. The distinction here is important because even if the processes for teams to work together are defined if the teams don’t work well together the process is not effective.
Webster has a lengthy but accurate definition of Empathy: “the action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts, and experience of another of either the past or present without having the feelings, thoughts, and experience fully communicated in an objectively explicit manner.”
So in the context of a digital transformation program, a person and a groups ability to empathize with another person and another group is often the deciding factor of how people will work together and come together to solve inevitable problems. There are four core pillars to ensuring that a program functions from a place of empathy:
Finally, while these concepts are written here for the context of large-scale program delivery, it is even appropriate in our everyday lives. Living vulnerable, trusting, ownership-led lives are cores to being happy and contributing members to society.
About the author: Rohit Garewal is a partner in Object Edge, a Commerce Advisory firm, based out of San Francisco, CA. Rohit is a huge believer in the concept that culture eats strategy for lunch, and that success in digital transformation is rooted in cultural transformation as much as a technological one. Over the past 20 years, Rohit and his firm have been working with Fortune 2000 brands to help deliver both cultural and technological transformations.
June 13, 2019
11 must-have experiences that a Company must launch or fast-follow with to provide a relevant B2B customer journey.
June 6, 2019
Thanks to the constant evolution of technology, CRM and eCommerce systems are at the point of having overlapping functionality in some cases. The intention of this article is to help companies select the correct type of system when it comes to improving their B2B sales.