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

We value our relationship with LSA Global. They focus on understanding our business situation and helping us succeed. LSA continues to deliver top quality consulting and leadership solutions that are highly customized for our business and culture. I would highly recommend LSA Global as a top quality resource to anyone looking to greatly improve the skills of their leadership, management, and project teams.

Bonnie S. Olson
Vice President of Human Resources

LSS

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.

Ted Ramlet
CIO & SVP

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Kim Benson
Director Human Resources

Trimble

We consistently receive positive feedback about the quality of the LSA Leadership Training Programs and LSA facilitators. We recognize and appreciate the hard work LSA always goes through to align to our unique culture and meet our specific requirements. Thank you for regularly going above and beyond to design solutions to meet our needs. Your support and dedication, both on the strategic and tactical side, have been outstanding!

Anna Meyer
Leadership Development

Intuit

We hired LSA Global to design and deliver a customized outdoor experiential new employee orientation program for our recent group of MBA new hires. The program designed helped reinforce WIPRO core values. The program will help the new MBA hires to build relationships with fellow associates and enhance the group’s ability to operate successfully in the global world. I recommend LSA for effective on boarding/outward bound training of new MBA hires.

Vishu Venkat, PHR
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We value the relationship we have with LSA Global. I highly recommend LSA to anyone who is looking for top quality solutions to improve individual or organizational effectiveness.

Laura Dominguez
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LSA helped change our entire culture around meetings, making them more effective and efficient, thus enabling us to concentrate on driving more business.

Terry Wassman
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It was a challenge to find a consultant with an approach to performance improvement that fit our unique culture and style. We were pleasantly surprised to discover LSA’s depth of expertise in the fields of motivation, developmental coaching and performance management and measurement.

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 engage 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
President and Director

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Redwood Trust 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 under an interactive coaching program.  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

Redwood Trust

As a Training Outsourcing Partner, LSA consistently saves me time and money by designing the right solutions and quickly bringing us the best experts to solve key business problems in a way that works for our unique culture. Their methodology and resources are fantastic and allow us to deploy better solutions faster. I highly recommend them to anyone looking to raise the talent bar with a true strategic partner.

Tim Bonnet
Director of Training and Organizational Development

Dimension Data

The action-learning leadership project has been very beneficial to me, our leadership team, and the entire organization. The balance of development and results has been excellent. We have made huge progress, and I was also able to identify 2-3 high potentials while having the extra benefit of people stepping up to carry key strategic projects forward. The Staff is very appreciative and has become very comfortable with both the program and the process. The experience was better than anticipated.  I could not be more pleased.

Heather Feltman
President & CEO

LSS

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.

Gloria Veon
Senior Vice President, Human Resources

Fujitsu

The experiential New Employee Orientation was an incredible success for over 2500 new hires in four years across the globe. They partnered with us to create an innovative solution on very short notice, and added a huge amount of value that isn’t reflected in their cost. We could never have done it without their unmatched combination of expertise, professionalism, and creativity that aligned everything with our unique culture. Even our experienced hires were blown away!

Brenda Wagner
Founder and President

Proxicom

Working with LSA Global has proven to be extremely valuable and worthwhile. LSA understands our business, has deep expertise in content areas, and tailors the programs to deliver great results. The facilitator was extremely knowledgeable about Working Globally with India and her energy and passion made the session interesting, fun, and enjoyable for all that attended. The participants walked away extremely pleased along with highly useful practices and tools. I would highly recommend LSA Global to any company that has partners or offices in India.

Glenn McGillivray
Human Resources Business Partner

Intuit

We turned to LSA Global to help take our behavioral interviewing process to the next level in terms of both efficiency and effectiveness. LSA quickly understood our unique culture and challenging requirements.  They immediately helped us to improve our ability to continue to hire top talent that fits our culture and talent management strategy as we rapidly scale.

Julie Pearl
Technical Program Manager

Google

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