Pioneering Change
Michelle Ansell
Helping CEOs hire leaders who stay longer & are more successful | Headhunter, 20+ years in Operations; CX, EX, Transformation, Diversity. Driving retention, growth,impact. Utilities. Insurance/BFS. Travel. Housing. SAAS
Change is the catalyst for progress, the driving force behind innovation, and the key to achieving lasting success. In a world that is constantly evolving, our ability to embrace change and navigate it effectively can make all the difference. In our latest Impact Room episode we delve into the dynamic world of leadership, change, and the service industry with our guest, Nicola Collister, CEO and Founder of Custerian. Her valuable insights illuminate the path forward and inspire us all to be pioneer change, empower our people and shape the future.
50% said that (change failure) was down to inadequate or poor change leadership.
Key Insights from the Conversation: During our engaging discussion, Nicola shared profound insights on various critical topics:
Service functions are a crucial part to any industry.
Watch the episode here, or, if you prefer you can listen as a podcast here.
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Nicola has over 25 years of experience in the Service Industry, beginning as an advisor at the RAC. She steadily climbed the ranks to assume senior leadership roles, venturing into Retail & Logistics, Nicola was one of the first Group Customer Experience Directors in the UK and went on to hold prestigious COO and CCO Executive positions before co-founding Custerian with Simon Norie .
Nicola's passion for the Service Industry remains undiminished, she also serves as an Executive Advisor for the CCA, chairing many of their significant events and acts as a Non-Executive Director for a Technology & AI business, also collaborating with several innovative start-up and scale-up enterprises.
Custerian is a practitioner-focused change creation and delivery company. Their mission is to help clients boost profitability by gaining clarity on their core purpose and aligning people, processes, technology, and data to make customer engagement as seamless as possible.
Stay tuned or follow this newsletter for more thoughts and stories in The Impact Room.
If you are considering a change or, addition to your leadership team across Customer, Operations or, Transformation, and would like a conversation to understand the market and best choices for you, please get in contact, or you can book in directly with me here.
Improved customer experience, staff retention and operational efficiency - let me solve it for you.
1 年Thank you both for sharing some very good insight regarding change and how to make it successful. It's something most of us have been involved with and a shame most people put most creativity in to how it doesn't relate to themselves than embracing and shaping it. Delivery of change is very difficult, I try to avoid "doing to" and being "the SME" as the "not invented here" syndrome is a killer, yet to gain credibility people do things that end up with them in that very situation. "Skin in the game" is something I look for, getting others invested in the change, incorporating their ideas and opinions, you know what giving gets you far more than taking. Despite my words above, I'm happy to say that I've gotten it very wrong in terms of being part of change initiatives and in my reaction to change. I guess it's the pain of my learning experience. Thanks again, I enjoyed that episode.