Session Description
The Savannah Bananas decided to put customer experience first in 2016. As a result, they went from being unable to sell out even one section in their home field to filling major stadiums and arenas across the nation. More than 35 million people follow their social media, and they had to move to a lottery system for ticket sales. Join Cheryl D’Angelo-Gary with the Washington State Department of Labor and Industries to take a look at not only what they did, but also how they did it.
Learning Objectives
- Understand the importance of strong sponsorship in change, and what that looks like in real life.
- Design ways to build inclusion intentionally to increase trust, buy-in, and engagement.
- Discover different ways to engage customers and people impacted by change.
- Explore how we can eliminate barriers and empower people.
- Leave with ideas and plans to experiment with ways state agencies can better center their customers and improve customer experience.
Presenter Information
Cheryl D’Angelo-Gary is passionate about change management, adult learning, and building better communities through knowledge sharing and connecting people. A long-time practitioner of change management, she brings familiarity with several major change management models, including Prosci’s three-stage change management model. Cheryl enjoys showing others how well change management concepts fit into and enhance PMI’s project management best practices, Lean/Six Sigma continuous improvement processes, and customer experience work.
Cheryl believes change management’s emphasis on involving the users and actively supporting impacted people through transitions are skills we can use to build a better workplace culture, increase engagement, and retain talented employees. This in turn contributes to better customer experiences and ultimately helps build a better world.
With over 15 years of training and change management experience, Cheryl can help your team learn to apply a repeatable, customizable, and scalable change management process to all their projects, and better support people through transitions to a better future.