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The 10 roles of the Change Agent

So, you feel like an odd one out. You wonder why no one in the room can see the blinding obvious. What we should all be doing. But its the standard politics, or lack of accountability that seems to be stunting your organisations ability to head in the RIGHT direction (or the right one as you see it!) as opposed to the same old trodden path, which as we all know, will lead to the looming demise of many businesses and industries.

1. The Dreamer
You’ll need to think of quite illiogical possibilities, of seemingly odd pairings of ideas, of ideallic future states for the business that will require drastic transformation, yet seem impossible to ignore or aim for. You’ll need to articulate these visions in ways that non-change agents can understand, and sell the future, and the first step towards it.

2. The Strategist
You’ll need to formulate a way to get the right movement forward to align with the objectives of interested parties – like management, shareholders, etc. You’ll need to create both incremental change that adds to a large amount, or introduce ground breaking change that is too compelling to ignore.

3. The Agitator
You’ll need to be prepared to take a different view to those in the room, to put the mirror of the real world up to the face of the business, and show whats really going on. You’ll need to bring some harsh and simple reality to the table, and fight to get this heard. This may not prove popular. But not many change agents are, and rarely survive long.

4. The Networker
You’ll need a strong network across the business to simply survive, let alone thrive. But you’ll also need to use the network to get some of the less formal or traditional initiatives potentially happen. A seemingly random collection of people from across a business, sometimes called a multi-functional team, can achieve odd results when doing things ‘under the radar’

5. The Connector
You’ll be in a rare position that your new network will make you vital in creating connections across the business. When you hear about project A relates to topic Z, and so does project B, you connect the people together and become a key link in reducing double up in the business.

6. The Influencer
You’ll realise that agitation doesn’t always work, but given its your natural instinct to do so, its hard to play the game. Influencing others to make a positive change of direction will become a skill you’ll need to garner funds, resources, approval, etc.

7. The Designer
You’ll need to appreciate the finer craft of delivery, and of customer and user experience, as this will prove the difference in uptake in your ideas. A new idea packaged in a better way than others can manage means a better chance of success – just ask Apple about their iPod.

8. The Journalist

You’ll need the curiosity of the journalist – about every topic, in every field, in any time – as others will throw all manner of logic to rebutt your ideas. You’ll also find that this wide understanding of the world feeds your creative mind, and creates left-field thinking. And just like a journalist you’ll need excellent communication and writing skills!

9. The Project Manager

You’ll need to be very organised to get ideas flowing through, and people in line to assist you. You’ll need to show the business that you can create structure where they thought structure couldn’t exist.

10. The Deliver-er-er

You’ll need to produce the goods, deliver to market, and create customer response. This can take time, often means short term flame and pain, but in the long term must align to a change strategy.

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From Online To Digital

Here is the presentation I gave recently to the FINSIA Innovation in Retail Banking conference

From Online To Digital
View more presentations from The Bank Channel.

UPDATE – An article in FINSIAs InFinance magazine has just been published in their June 2010 edition.

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Don’t just plan, prototype.

I beginning to get a little tired of them. They’re queueing up in front of me, looking straight at me as I try to avoid their gaze. They constantly grumble at me to pay them attention, to listen to them mindlessly moan on and on about pointless detail.

The business requirement documents are always there.

But I’ve found a new way to get excited. It’s a way that cuts through the red tape, communicates clearly to all types of stakeholders, and builds business requirements on the fly.

Its of course the working prototype. A small interactive demo of your idea. That shows people how it can work.

It might be a small mobile app, or a process workflow, or a before and after of a call centre agent interaction. It might be a designed brochure, or a credit card mockup, or a branch design.

It might cost $5k, or $10k or even $50k. But I guarantee it will get pay back.

Start small, build a small prototype, prove it can be done, then build up from there.

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Commonwealth Bank 2013 Vision

This found via Chris Skinner

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The Innovation Decision Tree

When you’re creating something truly innovative, thats not just some fun mashup or app idea, that truly creates some business and industry impact, can you allocate to one of 3 in each of the 3 lines in the below?

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The Innovation Decision Tree

When you’re creating something truly innovative, thats not just some fun mashup or app idea, that truly creates some business and industry impact, can you allocate to one of 3 in each of the 5 lines in the above diagram?

Lets explore each row.

WHAT WE CREATE

We can … Create New Products
Innovation can deliver entirely new products that break the mould, that disrupt the market. The product may be a combination of existing product concepts (think packages or bundles) or a flip on an existing paradigm (think ANZ’s credit card that rewards you as you pay it off) 

We can … Better Distribute & Service Products
Channel innovation is an obvious space of activity at the moment. With mobile and touchscreen interfaces becoming prolific, almost ubiquitous this year, channel and distribution will be critical to get right. Front end and back of house development and innovation will create speed to market, and better customer experience.

We can … Have Customer Conversations
Again, a busy space, with the obvious reference to social media here. How can we have genuine conversations with customers that build trust, create return activity from the bank and break down the
barriers?

THE WAY WE CREATE IT

By … Enhancing The Old Using New Ways
Looking at old fashioned problems, challenges or previously missed opportunities (like Straight Through Processing, or – related – document fulfilment; or multi-channel integration) using new approaches, technologies, and even other industries can create a fresh way to solve an old problem.

By … Creating The New Using Old Ways
This is an area to focus on emerging customer experiences and business opportunities that can be fit into your existing business model and value proposition. It may be something as specific as a web interface and process, or something as general as a new regulatory imposed approach to security.

By … Creating The New Using New Ways
This is the real cutting edge area, that may take some not so Business As Usual activity (skunkworks its sometimes called round our way). The key here is to find a way – any way! – to keep up with the evolving and changing speed of customer expectations, and the other brands that serve them. Try using a new technology like Augmented Reality, or touchscreen technology, to create a prototype or proof of concept.

HOW WE COMMUNICATE IT

Creating a … (Proof Of) Concept
This can simply be a one pager, or even a simple screen wireframe, product description, customer experience interaction map, business benefit analysis. But get the idea on paper, and add it to a list to be analysed, assessed and considered for further work.

Creating a … Working Prototype
This can be a working technical execution based on dummy data. Or a physical product mockup. Or a recording of a proposed service interaction (thats right – get ready for role play). But nothing shows the benefit of a concept than when its in action, particularly if its showing a before (ie. its currently pretty bad huh?) and after (ie. if we fix it the way I want, it will be this good!)

Creating a … Ready To Launch Product With Business Case
So you feel the opportunity is strong and have some support. Take it all the way and package it up ready to make a decision so it can be in market … next week! Now, just to get that decision …

MAKING A BUSINESS DECISION

Forcing a … Decision To Stop
Your superiors or supporters will need to make a decision. If you’ve presented a compelling concept paper, prototype or even full business case, then a decision is an informed one. A decision to stop may be the best thing in the long run.

Forcing a … Decision To Explore Further
Exploring further means there’s potential. So take the opportunity to progress a concept to a prototype, or a prototype to full business case.

Forcing a … Decision To Proceed
Wow you’ve made a great case and … holy crap! Its going ahead. Fantastic. Now the hard work starts!

THE BENEFITS WE CREATE

Resulting in … Increased Revenue
These benefits will be critical. Showing these benefits upfront will do you a lot of good and increase your chances of the idea progressing and indeed, surviving. A benefit like increasing revenue and sales is an obvious one…

Resulting in … Decreased Cost
… but probably not as crucial as cutting costs. Innovation can often be confused with process improvement – please don’t make every idea one of these, otherwise your staff, and indeed your people, will die of boredom.

Resulting in … Increased Customer Satisfaction
Making customers happier is indeed a soft benefit, but it has some clear business benefit, and anyway it creates some karma. We all need that.

Give it a try and let me know your results.

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