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

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
Director of Human Resources

LSA helped us design and deliver a blended learning solution for our leaders to help drive our growth plans in a way that aligned with our specific culture and values. LSA understood our business, had deep expertise in the content areas, tailored the programs to fit our specific needs, and delivered great results. They constantly strive to deliver business impact and align their solutions with our business initiates, culture, and performance management systems. I highly recommend them to anyone looking to take their leaders to the next level.”

Beth A. Taylor
Vice President of Human Resources

Thoratec

The LSA customized Organizational Alignment Survey gave us a comprehensive view of how our employees experience our culture, talent and strategy.  Equally important, the survey and implementation process goes well beyond the typical engagement survey.  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.

Mark Forrest
General Manager, FSM Division

Trimble

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

Redwood Trust

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

McKesson

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

I’ve been associated with LSA for the last 8 years and have found them to be an extremely professional, well managed full service training organization. Since working with LSA, I’ve participated in a number of solutions ranging from Performance Management to Assertiveness Training – I’ve found that the quality of the resources is superior. They are well prepared and have definitely done a considerable amount of pre-work in order to customize our culture and business into the total learning experience – making it most beneficial for our employees.

Duane Schroeder
Human Resource Manager

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, 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 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
President and Director

Redwood Trust

The experiential New Employee Orientation was an incredible success for 2,500+ new hires over 4 years spread across the globe. They 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. Even our experienced hires were blown away!

Brenda Wagner
Founder and President

Proxicom

Originally, we launched a RFP to partner with a sales training provider to improve the sales skills of our global distributor network. LSA Global challenged our thinking by suggesting we focus on the systemic strategy, culture and talent factors that create sales success before we invested in the more symptomatic needs of sales skills and knowledge. LSA Global identified the two strategic actions to improve overall sales performance and then designed and delivered world class sales training across the globe to help increase revenue and margin.  I’m so happy we took a more strategic approach to sales performance.

Kim Benson
Director Human Resources

Trimble

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
VP of Human Resources

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

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