The Retailer Summer Edition 2022

SUMMER 202 2

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3. Delivery, Adoption & Evaluation Delivering change is never straight forward and minimising impact on the business is critical to the success of the transformation. Effective management of the change journey allows you to anticipate delivery and adoption risks, identify where you need to build new capabilities, and ensures you can respond to these challenges with minimal impact. Implementation (go live) is not the end point either, continual evaluation of the delivery and listening to end users will increase the success of adoption. 4. Communication Having main stakeholders and senior executives agree to the benefits of the transformation is one thing, but the change will affect employees working in all areas of your business. Many companies fail to deliver clear communication of the benefits and listen to the feedback from their teams. Your people, and their knowledge of your business, are a key ingredient to foster sustainable change. Careful and considered communication at all levels improves the under standing of those that will be impacted by the change. Communications must be relevant, frequent and genuine (reporting the bad as well as the good) and personalised to the different stakeholder groups. It’s good practice to establish a feedback loop for recipients of communication to help improve the quality of what is being communicated and how.

Digital transformational challenges are difficult to navigate at the best of times. But in today’s climate, with remote working an added obstacle, the right people in change management roles can help ensure your company secures buy-in from all stakeholders and acceptance of new ways of working across the business. Change Management Group (CMG) is a global consulting firmwith over 20 years’ experience delivering strategic change and transformation across the retail and consumer sectors. Wework with people, processes and technology to drive your transformation in a structured and efficient way – building lasting value for your business. Common Pitfalls ToWatch Out For: Lack of clarity: Have you identified the business need for transfor mation? Developing an understanding of your threats, weaknesses, opportunities and strengths allows you to establish a need for change. Lack of customer engagement & feedback: Do you really know what your customers’ digital needs are? The customer is everything in retail. Without focused customer engagement, the customer experience may not be as tailored, and localised, as youwant it to be. Lack of leadership: Is everyone onboardwith the need to transform? Leadership misalignment or disagreement has significant impact to those trying to deliver the change. Lack of adoption: Is everyone living the change & committed to it? Colleague engagement is critical to transformation success. Being clear with people at the start of the journey will drive success in training, implementation and adoption. Remember - it’s an evolution, not a revolution – the spirit of change must be part of the DNA of your organisation. Change is constant and building a mindset of change is of the utmost importance.

Hugh Nightingale hello@cmg-change.com www.cmg-change.com