Digital Transformation and Change: Technology & Real Estate

Digital Change Transformation for Commercial Real Estate

Situation
This technology and commercial real estate company needed to better understand the customer experience in order to kick-start the digital transformation across their commercial real estate division as part of an ambitious strategy to transform how commercial real estate is bought and sold.

Complications

  • The company had never undertaken such a large change management project.
  • Most technology change initiatives fail to meet expectations.
  • With time being of the essence, they realized that they needed to quickly tap into the collective intelligence of the entire organization in new and creative ways.

Approach

In collaboration with their digital transformation office, we created a strategy to engage employees at all levels to understand the customer journey and redesign the customer experience.  Over the course of six weeks we engaged the entire organization to help map the customer experience, identify the areas of opportunity, and jump start new solutions.

  1. Customer Teams: Teams were formed with employees who work with customers everyday, understand the business at a strategic level, and had in-depth knowledge of the operational systems powering their commercial real estate services.
  2. Mapping & Blueprinting: From there we framed the discovery process and facilitated intensive sessions that involved stakeholder mapping, experience mapping, and blueprinting.
  3. Design Labs: The outputs from the discovery sprints were a set of design challenges that were taken to every office to be solved in design pop-up labs with the help of all employees.
  4. Quick Wins: These design labs allowed the company to jump start new customer experiences, identify quick wins across the organization, and involve all employees in the design process, which led to better ideas, high engagement, and accountability.

Results

What began as an ambitious challenge turned into an energetic activation of the bright minds across the company. With the help of hundreds of people, the organization was able to gain a deep understanding of the customer experience and a set of exciting solutions for the future.

The discovery sprints and design pop-up labs gave the leadership team the confidence and understanding needed to accelerate the digital transformation and create value in unexpected ways across the entire customer experience.

Related Information

The experiential New Employee Orientation was an incredible success for 2,500+ new hires over 4 years spread across the globe.

LSA partnered with us to create an innovative solution on very short notice and added a huge amount of value.

We could never have done it without their unmatched combination of expertise, professionalism, and creativity that aligned everything with our unique culture and growth strategy.

Even our executives and experienced hires were blown away!

Brenda Wagner
Founder and President

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Great job in designing the Mergers and Acquisition strategy session for our global leadership team. The session was excellent.

I gained additional insight on the importance of the role of HR regarding strategy, culture, and people in Mergers and Acquisitions and would recommend LSA to anyone looking to align strategies and cultures.

Gloria Veon
Senior Vice President, Human Resources

Fujitsu

Thanks a million for the great strategy and cultural alignment session for our global leadership team.

Your experience and patience to expertly deal with the inherent and complex challenges between business units uncovered many hidden truths that created a great roadmap for us to move forward as a unified leadership team.

I recommend LSA to any leader looking to shape and align organizational culture.

Juan Plaza
Geospatial Sales Manager, Latin America

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We highly value the relationship we have with LSA Global.

I highly recommend LSA to anyone who is looking to strategically, practically, and fundamentally improve individual and organizational effectiveness in a way that makes sense for their unique culture and strategy.

Laura Dominguez
Director of Human Resources

You have become our premier change leadership strategic partner. Your expertise in the human side of change is unparalleled and enabled our company to successfully implement our ERP Solution under challenging and ever-changing circumstances.

Thank you for your practical and outcome-oriented approach.

Ted Ramlet
CIO & SVP

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I can’t emphasize enough what a huge shift you helped to create for us as an organization. Thanks again for your change management consulting help and guidance.

The clarity, practicality, focus, and accountability are exactly what we needed to make this strategy and major transformation a success from a hearts and minds perspective.

Cris Alvarez
VP Corporate Strategy

LSA Global Cambridge Investment Research Financial Services Client

The LSA customized Organizational Alignment Survey gave us a comprehensive view of how our employees experience our culture, talent, and strategy.

The systemic approach provided us with a great forum to discuss the strengths and opportunities in our organization, and then to quickly get focused on the key actions critical to executing our business and people strategies.

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LSA seamlessly integrated those components without our folks feeling like the intervention was forced. They understood what we were trying to accomplish, helped us clarify our objectives, and created a solid, refreshing approach that quickly got us moving and engaged at all levels across the organization.

Overall, I couldn’t be happier that we found a true strategy and implementation partner in LSA.

Doug Hansen
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We looked to LSA Global as a consulting partner to help us explore innovative and scholarly approaches to promote employee engagement and sustain the unique culture we’ve built over the last decade.  LSA helped us perpetuate coaching as a discipline across the organization by integrating our core values, goal setting, and performance management.

We appreciate LSA’s commitment to cutting-edge practices to help keep us a step ahead during this time of rapid change.

Rosalyn Chan
Vice President, Human Resources

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LSA Global really shifted our perspective about strategic clarity and organizational culture.

The 3 C’s approach to workplace culture is very practical and really helps  executive teams – even skeptical ones – ensure that your culture is healthy, high performing, and aligned.

Amy Cappellanti-Wolf
Chief Human Resources Officer

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