CHANGE IS INEVITABLE
Nancy Moraa Onchiri MBA, Bcom, BSAFE
Co-founder & Ceo | Author & Poet | Customer experience Laureate| Risk & Compliance| Strategic Communications | Budget Planning and Control | Revenue collection and allocation
?Joseph, a seasoned senior staff member stood stalwart against this tide of change. He was a maestro in the art of personal interaction favoring the traditional ways of handling customers over the shiny new digital methods.
In Joseph's world tradition was his morning tea. He knew his customers by name, their stories, their needs. But as the bank aimed to adapt and innovate, technological advancements were inevitable. Joseph, however, held fast to the belief that the old ways were the gold standard.
As the changes unfolded, customers were offered sleek apps for transactions, virtual assistance for inquiries, and automated services for routine banking needs. The younger clientele adapted swiftly, but some long-standing customers found the transition disconcerting. Complaints started trickling in, and the essence of personal touch seemed to fade.The bank's objectives of efficiency clashed with Joseph's reluctance. The once seamless customer experiences began to fray, leaving an uncomfortable tension in the air. It was evident that a bridge needed to be built between tradition and innovation.
Recognizing the pivotal role Joseph played in the bank's success, the management devised a plan. They orchestrated a workshop blending the virtues of personal service with the efficacy of technology. The goal was clear: to harmonize the old ways with the new, ensuring a seamless customer journey.
Reluctantly, Joseph attended the workshop, arms folded, and skepticism etched into his demeanor. But as the session progressed, something shifted. He saw glimpses of how technology could augment, not replace, the personal touch he cherished.It was in the stories shared, the examples presented, that Joseph began to see the potential synergy. He realized that technology wasn't a threat to his methods but a tool to enhance them. Slowly, the walls of resistance began to crumble.
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Empowered with newfound understanding, Joseph embarked on a journey to blend the best of both worlds. He incorporated technology to streamline routine tasks, freeing up time for meaningful interactions. With his vast experience and newfound tech-savvy approach, Joseph became a beacon for his peers, guiding them through the transition.
How does your organization deal with senior individuals who are resistant to change?
As an individual how do you evolve with change ?
#Acceptingchange
Customer Experience | Customer Service | Events Strategist | Public Relations & Communications | Strategic Planning | Customer Relationship Management | Business Acumen
1 年As the topic of this article states, "change is inevitable"... We cannot run away from change and with the numerous technological advancements in the times that we are living in, all we need to do is embrace change when it comes, just like Joseph did, despite him being a senior employee. The main thing that we can do when change happens is "communication" and here we can also talk about how we package the information as well and thinking about it from an outsiders view i.e. customer's end or the senior employees end, walk in their shoes, get answers to the probable questions that might come in mind before eventually disseminating the new "thing" to the public eye??
Chief Experience Officer at billquiseng.com. Award-winning Customer CARE Expert, Keynote Speaker, and Blogger
1 年Nancy Moraa, I emoji ?? your post to express my appreciation to you for sharing and my kudos to Joseph who. first, resisted change because "We've always done it that way", but soon recognized that technology can enhance?the mundane employee and customer experiences to be quick, easy, and painless, which, in turn, gives employees and customers an opportunity to engage with each other. Through personal interactions, employees will have an emotional connection with customers. The more emotional the connections, the more memorable the experiences, and the more loyal the customers are. Soon, everyone will be enriched, emotionally and financially. Soon, Joseph recognized that without change, customer experiences would be just good, but with technological advancements, customer experiences would be GREAT out there! Thank you for sharing Joseph's personal story. I very much appreciate you.
Social Media Manager | Entrepreneur | Expert Influencer Marketer | IG, TikTok & YouTube Content Creator | Email Copywriting Wizard | Upcoming Author |Becoming my best version|Incoming Podcaster|Public speaking newbie
1 年In today's tech world, daily innovations and updates, change is inevitable. I like to keep up by updating my knowledge system over and over. New things are always welcome but not all, filter what is necessary for you and trash what's baggage. But keep learning. Nancy Moraa