Beyond Boundaries: Redefining Engagement and Transformation

Unleashing Innovation: Engaging Stories of Change and Creativity

Dear Good Humans,

In the heart of every organisation lies a pulsating network of systems and processes, each a testament to the relentless pursuit of excellence. Yet, beyond the structured cadence of business plans and KPIs, there exists a domain ripe with untold stories and untapped potential. It's within this space that true engagement and transformative opportunities flourish.

A Tale of Insight and Transformation

Let me share with you a remarkable story that unfolded within a team much like any other, tasked with scrutinising the client journey through the lens of their professional services. Yet, this exploration was far from ordinary. Armed with LEGO?, a tool symbolic of creativity and clarity, one team member set the stage for an unexpected revelation.

Amidst the colourful constructions symbolising the team's roles and perceptions of the process, one structure stood out - a solitary tree, meticulously built, yet starkly different. Its creator used this simple yet powerful medium to voice a perspective that traditional feedback channels had failed to capture.

"I feel my job is like a tree that a dog urinates on every day,"

they confessed, pointing to the relentless challenges they faced, overlooked by the processes in designing an optimised efficient CX experience but inadvertently side-lining critical aspects of the employee experience (EX).

Next to this poignant tree lay a pile of LEGO?, representing the 'fun stuff' - the celebrations and successes from which they felt alienated, overshadowed by their role as the bearers of problems rather than contributors to solutions.

The room fell silent. The struggle within for this person and their team was real.

Silence is very powerful, what seemed ages was actually only 20 seconds. Around the room you could see everyone internal process what had just occurred - mentally and emotionally.

Another 20 seconds passed. The leaders in the room looked at me, was this the moment for them to say something - NO!

Another 20 seconds passed.

From Realization to Revolution: Transforming Insights into Action

What began as a seemingly fantastical depiction of individual sentiment through LEGO? quickly morphed into a tangible blueprint for transformation. The team's response to the visual metaphor of the tree - encircled by challenges yet adjacent to unparticipated celebrations - was immediate and decisive.

Recognising the disconnect between the straight through high touch client journey and the lived employee experience, the team embarked on an intensive review of their EX process. This wasn't a mere adjustment but a comprehensive reimagining, driven by the insights gained from a method as unorthodox as it was revealing. The discussion transcended traditional boundaries, touching on cultural norms, operational efficiencies, and the very fabric of internal communication.

Immediate Communication, Lasting Impact

The resolve to rectify the identified gaps led to the development of a revamped CX framework that not only prioritized client satisfaction but also placed a newfound emphasis on EX. This holistic approach acknowledged that

true excellence in service delivery can only be achieved when the workforce feels valued, engaged, and integral to the organisation's success. ??

Recognising the urgency and significance of these changes, communication was swiftly dispatched across the entire firm. This approach not only bolstered morale but also fostered a culture where innovation and open dialogue are the cornerstones of operational excellence. What happened to another meeting to discuss the communication etc etc - red tape was cut. Action.

What about the tree?

The team built a fence around the tree - symbolising a collective call to act as one always, to leave no-one behind and to flourish.

Such a powerful non vocal statement. I can't think of ANY words spoken by ANYONE that would be more powerful in such a situation - can you?

The Signature Series: A Beacon of Innovation and Engagement

This is more than a real life story. It's a testament to the power of innovative engagement tools like LEGO? Serious Play? within the Signature Series. By facilitating a space where imagination and insight converge, people and teams are empowered to break free from conventional constraints, fostering an environment ripe for ground breaking ideas and transformative solutions.

So what about conventional feedback?

Harmony. Conventional feedback has a lot of merit. However it's not perfect. No longer is it ok to say "We have a process and they didn't say anything"

There is no doubting that the individual was on the brink of leaving, breaking the harmony and investment in a fantastic CX process - the cost of replacement (time and money) would be huge.

In order to grow, as leaders, we need to provide the playing field for other to play on. The playing field needs, no MUST be, inclusive and that means conventional feedback channels is no longer enough.

Next Steps

I extend an invitation to you, to embrace this journey of discovery and innovation. I do so with the commitment of unlocking unprecedented levels of engagement, understanding, and opportunity. Together, let's pave the way for a future where every challenge is met with creativity, every voice is heard, and every change is communicated with clarity and purpose.

The Signature Series Brochure https://bit.ly/427MXBo

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